Director of Client Services, US
Own retention and the client relationship across our US book. You are named on the accounts, you run the governance, and you are the reason clients stay.
The role
What this job actually is
Our clients do not renew because of a logo on a slide. They renew because a senior person knows their book, shows up with the numbers, and closes the loop when something breaks. That is this role. You own retention and net revenue retention across the US client base, you lead the client success team, and you run the governance rhythm that keeps performance visible before it becomes a problem.
Ownership
What you will own
Retention and net revenue retention
Own gross and net retention across the US book. Know which accounts are healthy, which are drifting, and why, before the client tells you.
The governance rhythm
Run the reporting and QBR cadence on our HFMA-aligned KPI framework: net collection rate, days in AR, denial rate, clean claim rate, cost to collect. Reporting that a CFO can act on, not a screenshot dump.
Escalation ownership
Be the accountable name when something goes wrong. Diagnose it, communicate honestly, drive it to closure, and make sure the same failure does not repeat.
The client success team
Lead and coach client success managers. Set the standard for preparation, follow-through and executive presence.
The bridge to delivery
Partner with Operations across Dallas and Chennai so client commitments and delivery capacity stay in sync. Translate client priorities into operating priorities.
Growth inside the base
Spot expansion honestly, new service lines, added locations, added specialties, and partner with Sales to land it without overpromising.
Ramp
Your first 90 days
First 30 days
Meet every significant account and read the book cold: performance trends, open escalations, contract terms, renewal dates, and the honest health of each relationship.
By day 60
A ranked risk and opportunity map across the US book, a standardized QBR format in use, and escalation SLAs that are documented and being followed.
By day 90
Governance running on cadence, at least one at-risk account visibly stabilized with evidence, and a retention plan for the next four quarters.
Requirements
What we look for
- Eight or more years in healthcare revenue cycle with significant client-facing ownership, including team leadership
- Has personally owned a book of business and been accountable for retention outcomes
- Fluent in revenue cycle performance: you can read an AR aging, a denial trend and a collections waterfall and say what should change
- Executive presence with CFOs, practice owners and clinical leadership, including in hard conversations
- Track record of turning around at-risk accounts, with the specifics
- Comfortable operating with a global delivery organization across time zones
Bonus
Strong plus, not required
- Depth in ABA and behavioral health, FQHC, hospital and physician, or multi-specialty groups
- Experience with HFMA MAP Keys or a comparable KPI framework
- Background in implementation or onboarding for RCM engagements
- Familiarity with credentialing and payer enrollment workflows
Accountability
How this role is measured
| Measure | What it means |
|---|---|
| Gross and net revenue retention | The core measure of the role. |
| QBR delivery on cadence | Scheduled, prepared and delivered on time, every cycle. |
| Escalation resolution time | Against a documented SLA, with root cause closed. |
| Client health coverage | Every account scored, reviewed and current. |
| Expansion within the base | Growth from existing clients, partnered with Sales. |
| Team development | CSM ramp, capability growth and retention. |
Why ASP-RCM
Why this seat is different
We are senior-led by design. A senior partner is named on accounts and shows up in the work, which is why clients renew and why this role carries real authority rather than a title. Our AI suite is in production, not in a roadmap deck, and our compliance posture is independently audited: SOC 2 Type II with HITRUST, ISO 27001 and HIPAA.
We pay for certifications and run upskilling cohorts, because coding and revenue cycle are crafts that need investment. You will work across Dallas HQ, six US states and Chennai, India, with colleagues who have run these functions at scale.