Director of Professional Services

Director, Professional Services Location: Remote with 75% travel Travel Expectations: 75% travel to client sites Job Type: Full-time Job Reports To: Vice President, Product About Jaan Health/Phamily Jaan Health is a leading AI-based care management company serving healthcare providers. For nearly a decade, the company has leveraged its easy-to-use, proprietary technology to enable health systems, medical groups, and ACOs to deliver high-quality, high-ROI proactive care to hundreds of thousands of previously underserved patients. Phamily, the company's core technology platform, has transformed chronic disease management with clinically tested AI and easy-to-use technology that enables physicians and care teams to offer high-touch, individualized patient care that has been proven to reduce investment in extra labor and the overall cost of care. Phamily helps ensure healthcare providers are compensated fairly for providing high-quality care between office visits, while improving the lives of patients with chronic diseases. Learn more at phamily.com. Job/Role Description: The Director of Professional Services is responsible for leading the Professional Services team that partners with enterprise healthcare customers throughout their lifecycle—from pre-contract support through implementation, growth, and renewal. This leader serves as an executive sponsor for strategic client relationships while building a high-performing team responsible for delivering measurable clinical, operational, and financial outcomes. The Director establishes engagement methodologies, customer governance, executive business reviews, success metrics, and best practices that enable the company to scale. The ideal candidate combines executive-level relationship management, healthcare technology, operations, and revenue cycle expertise, operational leadership, and a passion for building repeatable customer success programs. Key Responsibilities: Executive Client Leadership Build and maintain executive relationships across a portfolio of enterprise health systems and strategic accounts. Act as executive sponsor for high-value and at-risk customer relationships. Lead executive governance meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions. Ensure customers achieve measurable clinical, operational, and financial outcomes. Drive customer retention, referenceability, and long-term partnerships. Professional Services Leadership Build, coach, and lead a high-performing organization. Establish clear career paths, competencies, and performance expectations. Conduct regular coaching, performance management, and talent development. Operational Excellence Establish scalable operating rhythms, governance, and best practices across the Professional Services organization. Lead recurring business reviews, customer health reporting, capacity planning, resource forecasting, and executive risk management. Develop standardized playbooks, dashboards, KPIs, and reporting to drive operational visibility and accountability. Continuously improve processes, efficiency, and service delivery to support a high-growth, scalable organization. Voice of the Customer Gather customer feedback and insights to identify trends, risks, and opportunities for improvement. Partner with Product, Clinical Operations, and cross-functional teams to influence product, service, and workflow enhancements. Serve as the internal advocate for customer needs, ensuring customer insights inform strategic decisions. Drive initiatives that improve customer adoption, satisfaction, outcomes, and long-term partnership success. Requirements: 10+ years of leadership experience in enterprise customer engagement, professional services, customer success, consulting, or account management, overseeing strategic customer portfolios with annual recurring revenue (ARR) of $10M or more Progressive people leadership experience managing and developing managers and individual contributors within customer-fa…