Vice President, Client Success

About the Opportunity

The organization is seeking a Vice President, Client Success to lead revenue growth across an existing client base while scaling and upskilling Client Success teams. This executive leader will guide strategy, organizational design, and operational scale for employer and health plan segments, partner across internal functions, and expand patient reach nationwide.

Role Details

• Job Title: Vice President, Client Success
• Employment Type: Full time
• Location: Remote (United States)

Responsibilities

• Serve as the executive lead for employer and health plan customer segments, including oversight of the implementation function.
• Drive and manage revenue growth, account expansions, and renewals across the existing book of business while mitigating renewal risks and implementing remediation plans.
• Scale and evaluate systems, processes, people, and infrastructure to match customer growth and increase team efficiency.
• Deliver executive-level service to client accounts, using analytical competencies to demonstrate clinical impact, return on investment, and hard-dollar cost savings.
• Cultivate and deepen relationships with key executives across large employer and health plan clients.
• Partner with customers to align on program goals, key performance indicators, and value metrics.
• Manage and mentor a high-performing team of customer success and implementation managers, including developing people leaders.
• Drive account growth year-over-year through new product adoption and improved member participation.
• Partner with marketing teams to optimize marketing access and drive best-practice adoption across new and existing accounts.
• Advocate for customers and patients cross-functionally with operations and product teams to enhance onboarding, enrollment, launch processes, and billing.

First 90 Days

• Develop an understanding of the organization's product suite and value proposition.
• Evaluate the customer base, opportunities, and challenges to build and refine account expansion and renewal strategies.
• Formulate a high-level strategy for organizational growth and scaling for 2027 and beyond.
• Establish cross-functional partnerships across commercial, product, operations, and clinical leadership.
• Build direct relationships with key customer executives.

Required Qualifications

• 15+ years of commercial leadership experience within healthcare, specifically focused on large employers and health plans.
• Proven track record of executing strategies that drive revenue growth through account expansion and retention.
• In-depth knowledge of the healthcare ecosystem and industry trends.
• Experience scaling a client success organization and managing, mentoring, and growing teams.
• Direct experience managing and developing other people leaders.
• Demonstrated ability to proactively solve complex problems and lead strategic initiatives.
• Strong management presence, project leadership, and interpersonal and communication skills to inspire cross-functional teams and leaders.
• Flexibility and aptitude for collaborating cross-functionally in a fast-paced, rapidly evolving environment.
• Proven track record of architecting durable AI systems that solve cross-functional challenges and deliver measurable improvements to business efficiency.

Preferred Qualifications

• Experience working with self-insured employers, large health plans, and related healthcare industry partners, including pharmacy benefit managers (PBMs) and channel partners.

Compensation and Work Location

• Compensation Range: $275,000 to $300,000 per year. Starting compensation is determined through a location-based pay structure and depends on qualifications, experience, and geographic location.
• Work Location: Remote within the United States. Corporate positions are not eligible for hire in Alaska, Delaware, Hawaii, Maine, Mississippi, Oklahoma, South Dakota, or Vermont.

Compliance and Additional Notices

• Patient Privacy: This role may involve exposure to sensitive patient information governed by HIPAA. Adherence to security and privacy standards is mandatory, and confidentiality training will be provided.
• Recruitment Process Notice: The organization uses an applicant tracking system that integrates AI-powered tools (including technology from OpenAI, AWS, and Google Gemini) to support aspects of recruitment such as application review, candidate screening, and interview transcription. Candidate data is not used to train AI models, and all final hiring decisions are made solely by hiring personnel.