Director of Client Engagement
Director, Client Engagement
The Director of Client Engagement is a player/coach leader responsible for both managing our Account Management team and personally owning a meaningful share of our client relationships. You will lead a team of Account Managers while also serving as the senior leader across our portfolio of ~30 accounts — stepping in directly to manage select accounts, support escalations, develop relationships and ensure every client feels the weight and care of senior leader-level partnership. Reporting to the COO, this is a hands-on role that blends strategic leadership with active, day-to-day client engagement.
ABOUT ENABLE DENTAL
Enable Dental is redefining dental care by bringing high-quality, comprehensive services directly to those who need it most—patients in assisted living facilities, skilled nursing homes, and individuals unable to visit a traditional office. By combining cutting-edge mobile healthcare technology with a compassionate, skilled team, we’re improving oral health outcomes and enhancing quality of life for thousands of patients.
As a rapidly growing, mission-driven company, we foster a high-performance culture where innovation, accountability, and teamwork drive everything we do. If you're looking for a career with purpose and growth potential, this is your opportunity to make a real impact.
THE ROLE AT A GLANCE
This is a dual-mandate position. On one side, you are a department leader: you hire, develop, and hold accountable a team of Account Managers, build the playbooks and processes that scale our client success function, and report to the executive team on portfolio health and growth. On the other side, you are a practitioner: you directly manage a subset of accounts, join your team members in high-stakes client conversations, serve as the leadership escalator when issues arise, and maintain visibility into every account so no relationship ever feels neglected.
Team Leadership & Management
- Lead, coach, and develop a team of three Account Managers — setting clear goals, running regular 1:1s, and building a culture of accountability and client-first thinking.
- Build and refine scalable account management processes, playbooks, and tooling that improve consistency and performance across the team.
- Own department-level reporting: portfolio health, retention metrics, growth indicators, and team performance KPIs.
- Partner closely with Sales, Operations, and Clinical teams to ensure seamless handoffs and aligned cross-functional execution.
- Provide mentorship and professional development pathways to grow the capabilities of each team member.
- Direct Client Engagement
- Directly manage a defined portfolio of accounts, owning the full relationship lifecycle from onboarding through growth and renewal.
- Maintain active visibility and engagement across all ~30 accounts — even those primarily managed by your team — ensuring no relationship goes unattended.
- Serve as the executive escalation point for any client concerns, complaints, or complex situations across the full portfolio.
- Lead and participate in Quarterly Business Reviews (QBRs), strategic planning sessions, and executive-level client meetings.
- Identify and pursue upsell, cross-sell, and expansion opportunities across the account portfolio, working collaboratively with Sales where appropriate.
Strategy & Growth
- Develop and execute account strategies that align client goals with Enable Dental's capabilities and growth objectives.
- Use data and performance analytics to identify trends, risks, and opportunities — both at the individual account level and across the portfolio.
- Advocate internally for client needs, translating field intelligence into actionable product and operational feedback.
- Consult with clients on their specific goals and circumstances, recommending solutions, workflow improvements, and service enhancements proactively.
- Recommend and, where appropriate, implement policy or procedural changes to improve outcomes for client segments or individual accounts.
Requirements
Qualifications
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field.
- 8–12 years of experience in account management or client success, with at least 3 years in a leadership or people management role.
- Demonstrated experience in a player/coach capacity — comfortable both managing a team and personally owning client relationships simultaneously.
- Deep understanding of the client success lifecycle in a services (not SaaS) environment, ideally in healthcare / health plan administration.
- Proven track record managing multi-stakeholder relationships and navigating complex client organizations.
- Strong executive presence with the ability to operate confidently at the C-suite and administrator level.
- Excellent communication, negotiation, and interpersonal skills — able to both build trust and have hard conversations.
- Strong analytical and problem-solving skills; comfortable using data to drive decisions and tell a story.
- Experience in dental and/or senior care settings is a significant plus (e.g., PACE programs, Assisted Living, Skilled Nursing, Medicare Advantage).
- Desired Skills
- HubSpot or comparable CRM platforms.
- Project management tools (e.g., Asana, Monday, ClickUp).
- Data analysis and reporting (e.g., Google Sheets, Excel, Looker, or similar).
- Google Workspace (Docs, Sheets, Slides, Meet).
Benefits
WHAT’S IN IT FOR YOU
- Competitive compensation with meaningful equity — you'll share in the upside you help create.
- A high-visibility leadership role with real authority to shape the client success function from the ground up.
- Direct access to senior leadership and influence over company strategy.
- A mission you can be proud of — improving access to dental care for seniors and adults with special needs.
- A talented, collaborative team in a high-growth environment where performance is recognized and rewarded.
Compensation: Total annual compensation potential $145-160k + equity
Benefits: Medical, Dental, Vision, 401(k), Life Insurance, Paid Time Off