Director Client Engagement Group
Description
Who we are
Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.
We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.
About the role
The Director of Client Success leads a team of Client Executives and is accountable for the successful execution of client renewals and delivery of a consistent, high-quality client experience across an assigned portfolio. This role combines strong people leadership, operational excellence, and client engagement to ensure value realization, retention, and satisfaction. The Director partners cross-functionally to proactively manage risk, strengthen client relationships, and drive measurable outcomes.
Location: This position may work remotely anywhere in the United States of America.
What you’ll do (Essential Responsibilities)
Team Leadership & Development
Lead, coach, and develop Client Executives to deliver best-in-class client service and renewal execution
Set clear expectations, provide ongoing feedback, and drive professional growth and accountability
Foster a culture of collaboration, ownership, and continuous improvement
Renewal Execution & Portfolio Management
Own execution of renewal strategies, including timelines, stakeholder alignment, and Sales handoffs
Conduct regular account reviews to assess client health, renewal likelihood, and engagement effectiveness
Identify risks early and implement mitigation plans in partnership with Senior Director leadership
Maintain accurate renewal forecasts and pipeline visibility across the portfolio
Client Experience & Relationship Management
Ensure consistent, high-quality client experience aligned to Quantum Health’s value proposition
Support Client Executives in delivering compelling renewal presentations and value-based storytelling
Serve as an escalation point for client concerns and ensure timely resolution
Build trusted relationships with key client stakeholders (HR, Finance, Benefits leaders)
Operational Excellence & Process Consistency
Drive adherence to client success playbooks, tools, and reporting standards
Standardize processes to ensure consistency across all client touchpoints
Partner with internal teams (Product, Operations, BI, Clinical) to resolve client issues and improve delivery
Advisor & Cross-Functional Engagement
Support engagement with client consultants, brokers, and advisors to reinforce value and renewal success
Ensure consistent communication and alignment with internal stakeholders across Sales, Product, and Operations
Reporting & Continuous Improvement
Provide visibility into renewal status, client risks, and team performance
Identify and implement best practices to improve efficiency, satisfaction, and retention
All other duties as assigned.
What you’ll bring (Qualifications)
Education: Bachelor’s degree required; Master’s preferred
Experience: 8–12+ years of experience in client success, account management, consulting, or healthcare services
3+ years of experience leading client-facing teams
Strong understanding of renewal management, client engagement, and value-based delivery
Proven ability to manage complex client relationships and drive retention outcomes
Excellent communication, presentation, and influencing skills
Experience with CRM tools and data-driven reporting
Ability to travel (~20–30%)
A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.
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What’s in it for you
- Compensation: Competitive base and incentive compensation
- Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
- Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
- Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
- Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
- Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
- Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!
What you should know
- Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
- Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.
- Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer .
- Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
- Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.
- Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
- Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.
Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.