Customer Success Leader – Healthcare Navigation Solutions

This is a fully remote position, open to applicants in Texas.

📋 Description

• Overseeing the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio.

• Leading a client-facing team dedicated to executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion.

• Establishing and implementing the strategic vision for Healthcare Navigation Account Management.

• Acting as a sponsor and trusted advisor for key client relationships, fostering credibility with senior client stakeholders.

• Promoting client retention, satisfaction, and the long-term growth of partnerships across the Healthcare Navigation portfolio.

• Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment.

• Supporting renewal and expansion strategies in collaboration with renewal leaders, sales, and product teams.

• Identifying opportunities to enhance client relationships and broaden Healthcare Navigation solutions.

• Collaborating with client teams to demonstrate value, articulate outcomes, and assist with contract negotiations.

• Maintaining executive-level relationships that bolster client confidence and retention.

• Ensuring that contractual commitments, service levels, and client deliverables are consistently met.

• Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns.

• Promoting operational excellence in client management through governance, performance management, risk mitigation, and accountability frameworks.

• Managing the health of the client portfolio, delivery performance, and strategic initiatives at the portfolio level.

• Leading, mentoring, and developing a team of Client Directors and Client Leaders.

• Fostering a culture of accountability, client-centricity, collaboration, and continuous improvement.

• Establishing clear performance expectations and driving execution towards business objectives.

• Taking ownership of portfolio performance, including client retention, revenue preservation, and growth opportunities.

• Monitoring key business metrics and implementing strategies to enhance client and financial performance.

• Advocating for initiatives that improve the Healthcare Navigation business, client experience, and operational efficiency.

• Representing Healthcare Navigation in executive, client, and enterprise forums.

⛳️ Requirements

• Over 10 years of progressive leadership experience in healthcare navigation, benefits administration, healthcare services, consulting, brokerage, or related fields.

• More than 5 years of experience leading managers and/or director-level leaders in a client-facing organization.

• Proven success in managing large, complex client portfolios and driving retention, growth, and satisfaction.

• Ability to cultivate trusted relationships and influence executive stakeholders, including C-suite, HR, Benefits, and Procurement leaders.

• Demonstrated experience in leading teams focused on client retention, growth, and performance, with expertise in managing enterprise clients and multi-million-dollar accounts.

• Strong business and financial acumen, with experience in managing portfolio performance, forecasting, contract negotiations, and growth strategies.

• Experience in leading complex client escalations, risk mitigation, and cross-functional business initiatives.

• Exceptional communication, executive presentation, negotiation, and influencing abilities.

• In-depth understanding of healthcare navigation, employee benefits, healthcare delivery, or related healthcare solutions.

• Willingness to travel 25%, including occasional short notice travel to support client and business priorities.

🏝️ Benefits

• Health, dental, and vision coverages starting on Day One.

• Wellbeing programs.

• Retirement plans with contribution matching.

• Generous time off.

• Parental leave.

• Continuing education opportunities.

• Career growth potential.