Director of Client Success

Our Company

At Isaac Health, we're on a mission to improve brain health at the population level by providing greater access to specialty brain health and dementia care services for all. We believe that everyone everywhere deserves to get the care they need, and are striving to make care convenient and accessible while tackling the stigmas that surround brain health conditions.

Since launching in 2022, Isaac Health has scaled to provide brain health and dementia care services to more patients and families across the US. With support from leading healthcare investors, and impactful leaders like you, we’ll continue to provide high-quality patient-centered care for the evaluation and management of brain health conditions and deliver exceptional client and family outcomes for years to come. With a heavy focus on clinical quality and safety in all that we do, we’ve accomplished excellent outcomes for our clients:

• 92% of members report an improvement against their cognitive goals in only 3 weeks after working with Isaac Health.
• 73% of members or their care partners continue to report improvement in neurocognitive symptoms after 6 months
• 70% of members remain engaged with Isaac Health after 6 months

This is just the beginning for Isaac Health, and we won’t stop building, growing, and iterating until everyone, everywhere can access high-quality, evidence-based brain health and dementia care without high costs or long wait times. We’re looking for mission-driven leaders who share these values, and we need your help as we transform access to high-quality brain health care in the United States and beyond.

To learn more about our company, visit www.myisaachealth.com

The Role

We are seeking an experienced Director of Client Success to lead our growing number of partnership implementations and client relationships. This role will be managing our clients, from health plans to health systems and home health provider groups and beyond, and will ensure that their experience with Isaac Health reflects the care that we provide patients - thoughtful, communicative, and pioneering. This role owns the entire client experience from implementation to launch through to ongoing success and evolution.

The ideal candidate understands how to provide top-tier service for clients, anticipating their needs and ensuring a seamless implementation for the client and Isaac Health operations. This person will be the client’s point of contact for any ongoing updates post-launch and will customize the Isaac Health experience based on any contractual requests. This person is agile, adaptable, and ruthlessly organized and can prioritize effectively across multiple ongoing projects. An understanding of healthcare, and specifically payer workflows, is a must.

The ideal candidate also brings deep experience in managing high-powered stakeholders, cultivating relationships, managing across teams, and thrives in a dynamic, fast-paced, tech-forward healthcare environment.

Key Responsibilities

Implementation & Project Management

• Own the implementation process internally and coordinate across Isaac Health teams and externally across client teams
• Serve as the first point of contact for all contracting, communications, training, and tactical launch activities throughout implementation

Client Management & Strategy

• Manage client relationships and key stakeholders
• Respond to all client escalations, reporting, and other needs as defined by each contract
• Approach any situation with a client-first approach

Operational Excellence

• Optimize processes and workflows to ensure Isaac Health meets or exceeds any client expectations and to ensure client metrics are met and outcomes achieved
• Continuously monitor performance metrics and ensure proactively that compliance standards, SLAs, and reporting requirements are met

Cross-Functional Collaboration

• Act as the liaison between Client Success and Operations, Product, and Growth
• Work with the Growth team to prioritize launches, align on capabilities, and ensure a smooth handoff of all client relationships

About You

Must-Have Qualifications

• 5+ years of experience managing implementations and transformation initiatives in the healthcare industry
• Proven ability to lead in a fast-paced, dynamic organization (e.g., startups, healthcare innovation settings)
• Exceptional communication, people leadership, and change management skills
• Strong “client hands”; excels at building professional relationships
• Strong operational mindset: you think in workflows, metrics, and systems but always center the client experience
• Analytical skills: Fluent in Microsoft Excel, able to create reports

Preferred Qualifications

• Experience working with payers and healthcare systems, ideally with a technology focus
• Proven experience managing program implementations that have scaled across multiple states or regions
• Knowledge of the U.S. healthcare reimbursement landscape, with specific familiarity with Medicare and/or Medicaid billing, is a major advantage
• Adept with modern CRM and project management software (e.g., Salesforce, HubSpot, Asana, ClickUp) to track, manage, and report on client initiatives effectively
• Excel as a team player, with a strong track record of working cross-functionally with product, engineering, and sales teams to achieve shared goals
• Genuinely motivated by Isaac Health’s mission and passionate about leveraging technology to improve brain health and patient outcomes

What We Offer

• Salary range: $140k-$160k
• Benefits
  • 401k
  • Medical (including OneMedical membership)
  • Vision
• Dental
• PTO
• Company holidays, including the week between Christmas and New Year’s Day

• Mission-driven impact:
  • Shape the future of the #1 largest and fastest growing online brain health care company in the world
  • Build a platform that is improving the lives and well-being of hundreds of thousands of people, including those that come from historically underserved groups
  • Join a community of high achievers who have a passion for promoting brain health
• Remote-first model:
  • Work virtually from anywhere in the United States
• Culture and connectivity:
  • A highly responsive and supportive team of clinical and operational management
  • Opportunity to participate in strategic development initiatives to improve our clinical quality, safety, and processes across the organization

Isaac Health takes diversity, equity, inclusivity, and belonging in opportunity seriously. We seek to build a creative, productive, forward-thinking, inclusive team that reflects the diverse communities we aim to benefit because we know that will allow us to do our best work.