Director, Client Outcomes

Smile Digital Health

. Lead business solutions for Smile Digital Health’s most significant US Health Insurance clients .

Posted 11/4/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in account management and product management within the health insurance sector, with a strong focus on client relationship building, strategic expansion, and operational efficiency. Proficient in healthcare interoperability and FHIR standards, ensuring solutions align with market needs and regulatory requirements.

Highest-signal resume keywords

Account ManagementProduct ManagementClient Relationship BuildingHealthcare InteroperabilityPeople Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial ManagementChange Order ValidationStrategic Business ReviewsData AnalysisMarket Trend Monitoring

Soft Skills

Exceptional CommunicationRelationship DevelopmentAutonomous Results-DrivenProblem-SolvingCross-Functional Collaboration

Industry Keywords

Health InsurancePayersCMS RegulationsNPSClaims Management

About the role

Key responsibilities & impact

Lead business solutions for Smile Digital Health’s most significant US Health Insurance clients
Manage the financial health, retention, and strategic expansion of the assigned portfolio
Bridge high-level business goals and successful technical deployment of Smile’s health data platforms
Drive discussions and resolve operational frictions and Client relations matters; escalate or report complex matters as appropriate
Lead regular strategic reviews mapping technical delivery to client business outcomes
Build relationships with client business leaders in Claims, Quality, and Member Experience
Monitor contract-inclusive support versus new scope and validate Change Orders to protect profit and loss
Collaborate with Customer Success to manage billable hours and prevent over-servicing
Collaborate with Sales to identify and qualify expansion opportunities
Identify cross-selling and upselling opportunities; lead contract renewals and maintain a high NPS across the payer sector
Report and analyze client status and account health for leadership
Ensure solutions remain market-fit and gather field intelligence for product evolution
Monitor industry and market trends to drive client discussions and inform product development

Requirements

What you’ll need

8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans)
1+ years of people leadership or people management experience, preferred
Post-secondary education in Business or related field and/or equivalent relevant work experience
Exceptional verbal and written communication, experience in translating technical matters to non-technical audiences
Demonstrated ability to develop strong relationships with Clients, vendors and cross-functional teams
Ability to drive results autonomously and demonstrate ability to assess complex matters and escalate accordingly
Understanding of regulatory bodies such as CMS and their business impact on Payer organizations
Functional knowledge of healthcare interoperability and FHIR standards
Experience leading Executive Business Reviews (QBRs) that move beyond technical status updates to focus on strategic business value

Benefits

Comp & perks

Remote Work Environment
Flexible Time Away From Work Policy including PTO, Personal and Sick Days
Competitive Salary and Health/Medical Benefits
RRSP/TFSA/401K Employee Contribution
Life and Disability
Employee Assistance Program
FHIR Study Program and Skillsoft Learning
Super HAPI Fun Club
Workplace values diversity, equity, and inclusion
Interview and workplace accommodations available