Director, Customer Success
Description
Director, Customer Success
We are seeking a senior leader to join our Customer Success team focused on our most important clients - health plans and national accounts. These accounts leverage both our digital and advanced primary care (APC) capabilities. This role leads the strategy for Customer Success Plan renewals and growth identification aligning closely with sales, data & analytics, and our executive team.
An ideal candidate has a strong healthcare background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to build trusting relationships at the C-Suite and day to day contact levels. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
Your Impact
Lead all aspects of assigned accounts focusing on customer satisfaction and total cost of care outcomes
Develop executive relationships and address and resolve customer-blocking issues in collaboration with internal partners
Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
Execute strategies for renewals across teams while improving and demonstrating value derived from their digital and APC.
Work closely with peers and sales to identify growth opportunities through additional services or our ecosystem partners.
Demonstrate an understanding of the Voice of the Customer to drive product enhancements across Commercial, Medicare and Medicaid
Monitor key performance indicators, including Customer Health using Customer Success Score and retention.
Minimum Requirements
BS in Business or Healthcare Administration, MBA preferred
Possess a minimum of 8+ years in leadership roles with direct experience in customer success, value-based care and health plans.
Experience with benefits consultants and health benefits ecosystems.
Experience with Large/Complex Enterprise Customers
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
Demonstrate excellent communication skills at all levels of the client organization
Strong leadership, strategic thinking, and problem-solving skills
Ability to thrive in a collaborative, high-growth environment.
Passion for changing healthcare.
Compensation: $131k-$196k/annual salary & bonus eligible