Director of Client Success

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

📋 Description

• Oversee, guide, mentor, and develop Leap’s senior and principal-level Strategic Client Success Managers.

• Recruit and onboard new team members as the organization expands.

• Create models for account assignment and balancing.

• Conduct one-on-one meetings, account assessments, and performance discussions.

• Establish and manage the team’s operational cadence, including daily standups.

• Develop escalation procedures with specified response times.

• Construct playbooks, account strategies, health scoring systems, and renewal processes.

• Monitor and report on retention, utilization, client satisfaction, and time-to-resolution metrics.

• Define service standards for response time, communication, and follow-through.

• Identify and rectify processes that falter during periods of growth.

• Act as the executive sponsor and senior escalation contact for strategic employer, TPA, PBM, and consultant partnerships.

• Lead or assist in quarterly and annual business evaluations.

• Collaborate with Growth and Growth Marketing on renewals, expansion efforts, finalist presentations, and client references.

• Work alongside clinical, operations, product, and support leaders to guarantee smooth service delivery.

• Incorporate structured client feedback into product and process strategies.

• Recognize portfolio-level risks and spearhead mitigation strategies to safeguard retention.

• Report directly to the SVP of Client Operations & Success.

⛳️ Requirements

• A minimum of 8 years in client success, account management, or benefits consulting.

• At least 4 years of experience managing a team of senior or principal-level contributors.

• Extensive knowledge of employer-sponsored healthcare.

• Experience directly collaborating with HR and Benefits leaders, TPAs, PBMs, or benefits consultants.

• Proven history of establishing team operating systems from the ground up, including daily standups, escalation paths, playbooks, coverage models, and performance metrics.

• Demonstrated success in gross and net revenue retention and client satisfaction across a growing portfolio.

• Strong judgment in issue resolution and escalation, with the ability to impart that judgment to a team.

• Experience in startup or growth-stage environments.

• Capacity to translate retention, utilization, and savings data into a coherent narrative for senior client stakeholders.

• Willingness to travel up to 30% of the time.

• Legally authorized to work in the United States.

• Must not require visa sponsorship now or in the future to work in the United States.

🏝️ Benefits

• Stock options/equity.

• Competitive total rewards package.

• Travel reimbursement or allowance not explicitly stated.