Director, Client Success

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

📋 Description

• Cultivate Trusted Client Relationships: Foster and sustain productive, professional relationships with executive and operational stakeholders across key client accounts.

• Establish credibility by gaining a thorough understanding of client business priorities, organizational structure, and success metrics.

• Act as a trusted advisor, offering strategic recommendations and thought leadership to support client objectives.

• Develop strong 1:1 partnerships with health plan leaders and key decision-makers to enhance long-term client relationships.

• Oversee Client Performance & Outcomes: Monitor and assess performance metrics across utilization, engagement, clinical and quality outcomes, satisfaction, and other critical business indicators.

• Track client health by identifying risks and opportunities early, proactively implementing plans to address them.

• Collaborate with internal teams to ensure delivery aligns with client expectations, commitments, and value-based care arrangements.

• Convert complex performance data into clear, compelling narratives that illustrate value and return on investment (ROI).

• Lead quarterly business reviews and strategic planning sessions, both internally and externally.

• Drive Retention & Support Growth: Create strategic account plans that align client goals with Vori's long-term partnership strategy.

• Communicate client needs, market dynamics, and payer insights internally to guide commercial strategy and product direction.

• Keep clients informed about new capabilities, offerings, and opportunities for expanded impact.

• Work closely with Sales to identify and act on expansion opportunities, driving broader account growth strategies.

• Develop and implement a proactive renewal strategy and execution timeline, with support from Client Success leadership.

• Ensure a Seamless Client Experience: Coordinate efforts across Sales, Clinical, Operations, Product, Marketing, and Implementation to guarantee a high-quality, consistent experience.

• Act as the Client Success lead on cross-functional initiatives aimed at enhancing client performance, experience, and overall partnership success.

• Assist in the development and execution of member engagement strategies in collaboration with Marketing.

• Manage strategic client communications, performance reports, issue resolution, and action planning, ensuring strong follow-through.

• Contribute to enhancing Client Success processes, tools, reporting, and best practices.

• Help Shape the Future of Client Success: Identify trends, market insights, and opportunities across the portfolio and relay findings to leadership.

• Serve as a subject matter expert on health plans, payer strategies, and best practices in client success.

• Contribute to the advancement of Vori's Client Success strategy, operating model, and client experience.

• Provide guidance and mentorship to junior team members within the client success team, fostering a high-performing team culture at all levels of the Client Success organization.

⛳️ Requirements

• 8+ years of experience in a client success-oriented role, strategic account management, health plan account management, benefits consulting, or a related client-facing healthcare position.

• Proven experience managing national and large regional health plan clients is essential.

• In-depth knowledge of healthcare, payer organizations, healthcare benefits, and their operational processes.

• Demonstrated ability to maintain complex client relationships with an emphasis on retention, satisfaction, and long-term growth.

• Excellent communication and presentation skills, with experience engaging executive stakeholders.

• Proven success in partnering with Sales to formulate and execute long-term growth strategies for health plan accounts.

• Experience leading executive business reviews, strategic planning sessions, and performance-based discussions with clients.

• Ability to translate data into meaningful insights and actionable recommendations.

🏝️ Benefits

• Competitive Salary & Equity: We provide competitive compensation based on experience and the value you add to our team.

• Equity Options: As part of our dedication to long-term success, we offer equity options, allowing you to participate in the company's growth.

• Health & Wellness: Our health benefits encompass medical, dental, and vision coverage to keep you and your family healthy. We also provide wellness programs and mental health resources to support your personal and professional well-being.

• Retirement Plans: We offer a 401(k) plan and Roth options to help you secure your financial future and enjoy peace of mind.

• Paid Time Off (PTO): Benefit from generous paid time off, including vacation days, holidays, and sick leave, to recharge and maintain a healthy work-life balance.

• Fully Remote Work: Enjoy the flexibility of working from home or your private office! We provide a fully remote work environment that accommodates your lifestyle.

• Professional Development: We promote continual learning and growth with access to training, workshops, and a Professional Development stipend for further education.

• Parental Leave: We offer paid parental leave to support our team members during significant life events, whether you're welcoming a child or growing your family.

• Employee Assistance Program (EAP): Access confidential counseling and support for personal or work-related challenges to maintain your well-being, along with additional employee assistance programs.