Arena Careers

Company: Planned Parenthood Direct

Title: Senior Director, Client Growth & Success

Reports to: Chief Operating Officer

Role Type: Full-time

Location: Remote (U.S.) – with ~25% travel required

Company Description

Planned Parenthood Direct (PPDirect) provides the virtual care infrastructure on behalf of Planned Parenthood, delivering trusted sexual and reproductive health care via the Planned PPDirect web/mobile app and period tracking via the Spot On app. Our mission is to enable Planned Parenthood care from anywhere, ensuring accessible care for patients on the go. We partner directly with Planned Parenthood’s regional affiliates, which operate Planned Parenthood’s local health centers, to extend care beyond the clinic walls and to meet patient access needs nationwide.

About the Role

The Senior Director of Client Growth & Success is responsible for leading PPDirect into its next chapter of growth. This role owns the health, retention, expansion, and long-term value realization of PPDirect’s relationships with Planned Parenthood affiliates. While this role does not carry a sales quota, it is directly accountable for driving affiliate-driven revenue and increasing patient visits and retention through deeper service adoption, improved performance, and stronger strategic partnership. This is a critical leadership role, reporting to the Chief Operating Officer, operating at the intersection of mission, affiliate strategy, execution, and financial outcomes.

This role is ideal for a leader who thrives in ambiguity, builds trust in collaborative client partnerships, enjoys designing and driving growth models, and is energized by translating strategy into execution in a rapidly evolving business environment.

This role is remote with an expectation of regular travel (approximately 25%) to be on-site with PPDirect team members and affiliates around the country.

What You’ll Do

● Own and lead PPDirect’s client growth strategy and operating results, with accountability for measurable improvements in performance, service adoption, completed visit volume, and revenue growth

● Drive end-to-end affiliate relationship success, including service performance, growth, and long-term value realization

● Define and operationalize PPDirect’s client management and growth approach, with a business-wide perspective on opportunities and risks

● Guide affiliates through new service and existing service expansion pre-implementation, implementation, and service optimization phases

● Manage, coach, and develop the existing Affiliate Operations team, ensuring role clarity, setting and reinforcing best practices for strategic client engagement, and determining how and when to grow the team

How You’ll Do it

● Build a deep understanding of each affiliate’s organizational structure, decision-making dynamics, political realities, operational constraints, and economic drivers, serving as a strategic partner to affiliate executives and leadership

● Serve as a primary conduit between affiliates and PPDirect teams, translating affiliate needs into clear business and impact narratives while surfacing patterns, risks, and opportunities observed across the client portfolio

● Lead candid, data-backed collaborative conversations with affiliates to drive growth and service optimization, align on goals, and overcome blockers

● Make decisions with analytical rigor by analyzing affiliate performance, service adoption, and financial data to identify trends, risks, and growth opportunities, balanced with qualitative relationship intelligence

Who You Are

● Mission-centered and passionate about expanding critical sexual and reproductive health access in a challenging political climate

● 10+ years of progressive experience in healthcare technology and/or healthcare services

• strong preference for experience within hybrid or digital care models, from patients through provider workflows

● Proven ability to drive organizational change, increase adoption, and translate strategic initiatives into sustained behavioral and performance improvements.

● Demonstrated success navigating complex, decentralized healthcare organizations with multiple stakeholders and competing priorities.

● Demonstrated humility with backbone — you listen deeply, earn trust, identify what must change, and confidently lead that change

● Proven experience leading client growth, customer success, or account management at scale:

• Experience building or managing new relationships and strategic account growth models with proven success in implementation and iteration

• Ownership and growth of 15-20+ client accounts with oversight of 50+ accounts

• Demonstrated depth and trust-building in collaborative partnerships with staff and executive level stakeholders

• Demonstrated ability to proactively set strategy and drive it through to execution, including rolling up sleeves when needed to unblock progress or accelerate outcomes

• Demonstrated ability to both challenge and influence internal product teams, finance, and executive leadership through hard tradeoffs and prioritization conversations

● Comfortable operating without perfect information; thrives in evolving environments with shifting priorities

● Extremely strong communication skills (written, verbal, non-verbal) with thorough closed loop communications and rapid responses / follow-up

Benefits and Perks

In addition to a competitive salary that reflects your impact in the company, we offer:

● Robust medical, dental, and vision plans plus FSA & HSA options for employees and dependents

● 401K with company match

● Generous time off and paid parental leave policies

● Work from home and wellness reimbursements

● Annual professional development stipend to support employee growth and advancement

● Inclusive and collaborative team culture where every voice is valued

No Recruiters. Must have US work authorization.