Head of Customer Success – Payer & Employer

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

📋 Description

• Oversee a team of Account Managers responsible for onboarding, maintaining, and expanding customer accounts within the Care Delivery sector.

• Enhance customer relationships, boost product utilization, and promote the adoption of new products and services among health plans, healthcare providers, employers, and third-party partners.

• Propel retention and growth of Care Delivery solutions by ensuring customers receive the appropriate services, support, and program governance.

• Cultivate and sustain executive relationships with account leaders.

• Monitor and report on metrics related to customer experience, implementation status, customer health, retention, renewal, and expansion.

• Create and standardize the account playbook encompassing onboarding, training, customer success management, renewals, QBR execution, and advocacy capabilities.

• Collaborate with the account management team to customize account playbooks according to customer requirements.

• Recruit, train, and mentor account managers to meet Care Delivery customer success metrics.

⛳️ Requirements

• Minimum of 7 years of experience in the healthcare, employer benefits, or insurance industries.

• Demonstrated success in managing relationships and providing consultation with senior-level executives within the healthcare benefits domain.

• Exceptional listening, communication, critical thinking, and problem-solving abilities.

• Experience in digital health or virtual care sales or account management.

• Background in health plans or payer environments.

• Strong business and financial acumen along with excellent problem-solving, judgment, and analytical skills.

• Previous management experience in a rapidly growing organization.

• MBA or a related advanced degree is preferred.

• Candidates must not require employer-sponsored work authorization now or in the future for employment in the United States.

🏝️ Benefits

• Bonus

• Benefits