Job Description

DIRECTOR, CLIENT SUCCESS

(U.S. Remote – Travel as Needed)

POSITION SUMMARY

Lincoln Healthcare Leadership is seeking a Senior Director of Client Success & Engagement to lead relationship management and value delivery for our new Home Care 100 Intelligence Group—a future-focused executive advisory community for top home care leaders.

This is a high-impact role at the intersection of client strategy, engagement, and growth. You’ll serve as a strategic partner to C-suite clients, helping them accelerate initiatives, maximize efficiency, and drive better outcomes through curated insights, expert advisory, and peer collaboration.

Working cross-functionally with marketing, content, and event teams, you’ll ensure our clients realize the full value of their membership—identifying emerging risks and opportunities, facilitating strategic engagement, and acting as a catalyst for faster, smarter decision-making.

This is an ideal role for a dynamic, client-centric leader passionate about healthcare innovation, executive advisory, and building lasting, high-trust relationships.

WHY JOIN LINCOLN HEALTHCARE LEADERSHIP?

At Lincoln Healthcare Leadership, you’ll be part of a team with a powerful purpose : elevating healthcare by inspiring leaders. Our mission is to drive excellence in healthcare leadership, strategy, and innovation through exceptional insights and exceptional communities—improving the U.S. healthcare system toward higher quality, lower cost, and more coordinated care.

We are evolving into a year-round intelligence and insight-producing business, offering you the opportunity to be at the forefront of thought leadership in healthcare.

We live our values every day:

• Integrity : We always do the right thing for our clients, communities, and each other.

• Leadership : We confidently communicate a bold, compelling vision for the future of healthcare.

• Employee Centricity : We respect, nurture, and energize our team, creating a vibrant and supportive environment.

• White Glove Customer Service : We care for our clients with passion, professionalism, and genuine warmth.

• Exceptional Quality : We are committed to excellence in everything we do.

• Teamwork : We collaborate seamlessly to achieve common goals and make a meaningful impact.

• Boldness : We innovate fearlessly, think big, and push boundaries to drive positive change.

Join us if you are passionate about leadership, energized by innovation, and ready to help transform healthcare through the power of ideas and community.

Lincoln aims to be an employer of choice, highly prioritizing colleagues’ job satisfaction, well-being, and career development. We offer flexibility in virtual and in-person work, competitive compensation and health benefits, and very progressive policies in vacation time, parental leave, and sabbatical leave. Today, there are 25-30 employees, and the company is based in Southport, CT.

SCOPE OF RESPONSIBILITIES

Client Obsession – The Director, Client Success is our first line of sight into the pulse and collective radar of our membership. The right person will be passionate about uncovering and satisfying customer objectives, with an eye towards aligning the Group agenda with each member’s strategic

planning.

• Serve as executive sponsor for key accounts, building trust with C-suite healthcare clients.
• Deeply understand client goals and priorities and align firm offerings to their strategic needs.
• Lead client onboarding, ongoing engagement, and value realization processes.

Engagement Strategy & Execution - The Director, Client Success will own member-by-member strategic and tactical plans for success and be responsible for translating them to action and evidence of impact. We need to know what is on the member’s radar, align it with ours, and use that alignment to return actionable insights to them consistently.

• Design and implement scalable client engagement strategies that enhance satisfaction and loyalty.
• Oversee high-touch communication plans, including executive briefings, custom insight sessions, and advisory interactions.
• Collaborate with event and content teams to tailor participation in summits, forums, and virtual experiences.

Build our Client Success Function - The Director must lead the charge on the systemization of our approach.

• Establish best-in-class client success practices, metrics, and systems.
• Cultivate a client-centric culture focused on integrity, quality, and bold thinking.

Client Intelligence & Insights - Advisory services are part consulting and part information. As such the Director, Client Success should be a voracious continuous learner, both in terms of business concepts and industry-specific knowledge.

• Translate feedback into actionable intelligence to guide content and product development.
• Partner with marketing and research to ensure we deliver timely, relevant thought leadership.

Growth & Retention – This person is ultimately responsible for renewal of the membership. The right person will proactively seek feedback from a variety of sources to ensure their output/communication is high-quality and holistically conceived.

• Identify and nurture opportunities to deepen relationships.
• Collaborate with business development to ensure smooth transitions from sales to success.
• Drive renewal processes with a high-touch, consultative approach.

REPORTING RELATIONSHIP

The new Director, Client Success will report to the Managing Director, Home Care 100 Intelligence Group, Mr. Timothy (Tim) Bateman. Over the past 20+ years, Tim has cultivated trusted advisor status with business leaders in a variety of settings and sectors, with an emphasis on healthcare. Tim earned a BA in Economics from Columbia University and an MBA in Marketing and Finance from the Yale School of Management.

The Director, Client Success will work hand in hand with our Business Development leader to ensure successful onboarding and upselling the renewals of existing members. The Intelligence Group also includes six Advisors, Product and Marketing staff, and works alongside the Home Care 100 Leadership Conference team consisting of multiple event operations, marketing, sales, and supporting staff.

CANDIDATE PROFILE

• 6+ years of experience in client success, engagement, or account management, preferably in healthcare, consulting, or a B2B services environment.

• Proven success leading client-facing teams and managing executive-level relationships.

• Strategic thinker with strong business acumen and consultative approach.

• Excellent communication, facilitation, and interpersonal skills. Strong listening, interviewing, and note-taking skills

• Familiarity with the healthcare industry, especially provider-side leadership trends, challenges, and innovations.

• Comfortable working cross-functionally in a fast-paced, mission-driven organization.

• Passionate about satisfying client needs and advancing their initiatives

• Intellectually persistent – driven to influence strategically and tactically, learning, and elevating healthcare through relationships and insights.

• Wired to dig for information and aggressively pursue and disseminate leading practices.

• Methodical, organized, conscientious

• High energy level

COMPENSATION & BENEFITS

• Base salary commensurate with experience - *Please submit your salary expectations with your resume*
• Bonus evaluated quarterly/annually based on KPIs and achievement (~10% of base)
• Employer-paid portion of medical and dental insurance premiums
• Employer-paid disability and life insurance premiums
• Vision insurance
• Flex spending account
• 401(k) with company match
• Generous 30 days of Vacation/PTO/Holidays
• Paid parental leave
• Flex work schedules and remote work options where applicable
• Paid sabbatical after 7 years of employment
• Profit sharing after 1 year of employment

LOCATION DYNAMICS

Remote work flexible. Staff travel to our office in CT, our conference destinations, industry events or client sites as needed. On average, a couple of trips per quarter.

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