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Job Description: The Director of Client Success will lead and scale our client success function for NextGen's portfolio of solutions across the United States. This role is responsible for driving client satisfaction, retention, and value realization by ensuring our solutions deliver measurable impact to operations, patient care outcomes, and compliance needs. The Director will lead a team of client success managers and collaborate closely with Product, Implementation, and Support teams to ensure our clients achieve their strategic goals, maximize technology adoption, and renew and expand their partnerships with us.
Client Engagement & Retention:
- Own overall relationships with clients, ensuring their success and satisfaction throughout the client lifecycle.
- Develop and execute strategies that drive gross and net retention, renewals, and client growth.
- Act as an executive sponsor for key accounts, building trusted advisor relationships with senior leaders and board-level stakeholders.
Value Realization & Adoption:
- Partner with clients to understand their business objectives, compliance requirements, and patient care priorities.
- Ensure clients achieve measurable outcomes, including improved patient engagement, operational efficiency, revenue cycle management, and UDS reporting accuracy.
- Drive adoption of platform features and best practices, tailoring approaches to the unique needs.
Leadership & Team Development:
- Lead, mentor, and grow a team of Client Success Managers.
- Create playbooks and scalable processes for onboarding, adoption, renewals, and risk management specific to clients.
- Foster a culture of client advocacy, continuous improvement, and accountability.
Cross-Functional Collaboration:
- Collaborate with Product to represent client feedback and influence the roadmap with insights from operations.
- Partner with Sales to identify and support expansion opportunities across client organizations.
- Work with Implementation and Support to ensure seamless transitions and high-quality client experiences.
Metrics & Reporting
- Track and report on KPIs including retention, Net Promoter Score (NPS), adoption, and value realization.
- Monitor client health scores and proactively mitigate risks.
Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor's degree.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 10+ years of experience in Client Success, Account Management, or Consulting.
- 3-5 years leading teams in a Healthcare IT or SaaS company.
- Strong track record of driving client outcomes, renewals, and adoption in complex healthcare environments.
Knowledge, Skills & Abilities:
- Knowledge of:Deep understanding of FQHCs, Community Health Centers, or safety-net providers-knowledge of UDS reporting, Medicaid/Medicare, and HRSA compliance highly preferred.
- Skill in:Excellent executive presence, relationship-building, and presentation skills.
- Ability to:Proven ability to build, inspire, and manage high-performing client-facing teams. Comfort with data-driven decision-making and measuring client success metrics.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
Sep 16, 2025