Senior Director, Quality & Client Success (Healthcare Consulting)

About Sellers Dorsey

Sellers Dorsey is a healthcare impact strategy firm focused on improving care access, quality, and outcomes for our nation’s most vulnerable populations. We work with providers, managed care organizations, state entities, and others, to design, implement, fund, and optimize sustainable programs that deliver maximum impact to underserved communities. Built on decades of experience in Medicaid, our team includes former state Medicaid directors, healthcare policy experts, health plan execs, and hospital leaders who know how to navigate the complexities of the system and find creative, impactful solutions that drive the greatest impact for the individuals and communities that need it most.

About the Role

Sellers Dorsey is seeking a Senior Director, Quality & Client Success who will provide enterprise-level leadership for Sellers Dorsey’s Quality Advisory and Client Success functions, ensuring clients realize measurable, sustained value from the firm’s platforms, analytics, and advisory services. As the Senior Director, Quality & Client Success, you will own the end-to-end client lifecycle—from solution design and advisory delivery through adoption, value realization, retention, and expansion—while scaling market-ready Quality Advisory offerings and a best-in-class Client Success operating model. Partnering closely with executive leadership and cross-functional teams (Sales/Business Development, Product, Analytics, Regions, and Constyn Client Success), you will drive integration, operational excellence, and client outcomes, positioning Quality & Client Success as a strategic growth engine for the firm.

Key Responsibilities

1- Enterprise Quality & Client Success Strategy & Accountability:

• Contribute to and execute the integrated Quality Advisory and Client Success strategy across platforms, analytics, and services.
• Establish clear success definitions, client tiering, engagement models, and advisory pathways aligned to client segments.
• Maintain executive accountability for client satisfaction, retention, renewals, and advocacy.
•  Serve as executive sponsor for priority or at-risk clients, ensuring rapid issue resolution and value realization.

2- Build, Empower & Scale the Client Success Organization:

• Lead and develop a high performing Quality & Client Success leadership team (Directors, Managers, and technical roles).
• Set expectations, performance metrics, and development plans across the function.
• Standardize and scale QBRs as a core protocol across the client portfolio, leveraging them as both a client servicing discipline and an internal accountability mechanism that drives retention, identifies expansion opportunities and surfaces insights for cross-functional improvement.
• Foster a customer centric, data driven, and collaborative culture.

3- Quality Advisory Offerings & Delivery Excellence:

• Operationalize and continuously refine Quality Advisory offerings, scopes, playbooks, and delivery models.
• Ensure consistent, high-quality execution of engagements with measurable outcomes.
• Oversee engagement governance, financials, utilization, and margins.
• Partner with Analytics to embed data-enabled insights into advisory delivery.

4- Client Enablement, Adoption & Value Realization:

• Design and operationalize a structured client lifecycle framework spanning onboarding, adoptions, ongoing engagement and value realization, with defined milestones, success criteria and escalation pathways by client segment.
• Ensure clients fully adopt and leverage Sellers Dorsey solutions to achieve outcomes.
• Translate analytics and advisory insights into compelling client value narratives and program impact stories that support both client retention and firm growth.

5- Performance Management, Data & Process Excellence:

• Establish and own KPIs across client health, adoption, retention, NPS, utilization, and time-to-value; collaborate with analytics team to build reporting infrastructure that demonstrates measurable outcomes
• Serve as the Voice of the Client across Product, Analytics, Quality Advisory, and Sales
• Drive continuous improvement through feedback loops and operational rigor

6- Partnership & Growth Enablement: