Director of Network Engagement & Customer Success

About the role:

We're looking for a strategic, hands-on leader to join our team as a Director, Network Engagement & Customer Success. In this role, you'll be responsible for leading our most strategic and complex partnerships,

driving customer success through business and clinical outcomes. You will support growth across top network partners by ensuring seamless onboarding and integration of new partners into our dementia care model. You'll play a central role in operationalizing partners and supporting key reporting and compliance functions while also developing strategic relationships to ensure partner, provider, and patient satisfaction.

Duties and Responsibilities:

Positional responsibilities include, but are not limited to:

• Network Partner Onboarding & Integration:
  Together with the SVP, own the operational onboarding and integration of new partners, including those added through M&A and Medicare Advantage. Ensure partner workflows align with our dementia care operations and meet internal standards for performance and compliance. Following successful onboarding and integration, drive growth expansion within the partnership to new markets and/or service lines.
• Partner Relationship Management / Customer Success:
  Serve as the primary relationship manager for top priority network partners. Monitor partner performance and provide proactive support to ensure success within the dementia clinical program.
• Field Operations:
  Operationalize clinical programs and value-based care constructs to drive best-in-class clinical outcomes. Develop deep operational expertise to support coaching and training of operational teammates and innovate to drive more efficient and effective processes.
• Reporting, Billing, and Compliance Support:
  Support reporting, billing, and compliance tracking in addition to partner-level invoicing and operational reporting. Collaborate with Clinical Operations, BD, Growth and Finance teams to ensure timely, accurate documentation and partner performance insights.
• Data & Analytics Collaboration:
  Support the development of dashboards and reporting tools that inform BD strategy, partner performance, and internal decision-making. Assist in preparing presentations and materials for leadership and external partners and facilitate internal performance management sessions.
• Cross-Functional Partnership:
  Work closely with and influence internal clinical operations, care navigation, finance, and business development teams to align with partner insights to facilitate future growth and shape workflows, delivery, and innovation.

Ideal Candidate Qualifications:

• 6–10+ years of experience in healthcare operations, partner engagement, or business development roles
• Experience in value-based care, post-acute care, or healthcare services strongly preferred
• Willingness to travel up to 20% for executive and partner meetings
• Demonstrated success leading partner onboarding, implementation, or network integration
• Excellent project management and communication skills
• Comfortable working cross-functionally with clinical, operational, and executive stakeholders
• Strong analytical instincts; ability to translate data into strategy and action
• Entrepreneurial mindset with the ability to operate independently and drive results
• Prior experience in a startup, high-growth, or matrixed environment a plus

Location & Travel

• Remote or hybrid (depending on candidate location)
• Travel expected for partner onboarding, field support, and team collaboration

Compensation & Benefits

• Competitive salary and title commensurate with experience
• Health, dental, and vision insurance
• Generous PTO and flexible work environment
• Mission-driven culture and the opportunity to improve the lives of people with dementia and their caregivers