Senior Customer Success Executive

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

📋 Description

• Develop and manage a Customer Success Plan for each designated customer account aligned with business goals.

• Act as the lead coordinator for execution among Delivery, Operations, Technology, and Product teams.

• Interpret platform capabilities into language that resonates with executives, supported by evidence and measurable outcomes.

• Identify account risks and create Path to Green plans for accounts that require attention.

• Transform satisfied customers into passionate advocates and implement reference development strategies.

• Discover opportunities for multi-product and cross-selling, while collaborating with Sales for seamless transitions.

• Oversee customer strategic roadmaps, contract stipulations, SLAs, pricing structures, and renewal timelines.

• Provide commercial insights during escalations.

• Ensure health scores, CRM records, and success plans are precise, comprehensive, up-to-date, and ready for audits.

• Assist in consolidated leadership reporting and proactively identify any data discrepancies.

• Evaluate assigned accounts within the first 90 days and devise recovery strategies for accounts considered high-risk.

• Cultivate relationships with teams in Delivery, Operations, Product, Technology, and Sales.

• Enhance portfolio retention and health scores, transform at-risk accounts into referenceable clients, and pinpoint expansion opportunities.

⛳️ Requirements

• Over 10 years of experience in health plan operations, healthcare consulting, or healthcare technology/services.

• Proven experience working with enterprises generating $1B+ in revenue or comparable-scale health plans.

• Demonstrated accountability for customer outcomes through turnaround efforts, escalations, or retention of at-risk clients.

• Responsibility for measurable targets related to customer health, retention, or renewals.

• Successful delivery through teams that the candidate did not directly manage.

• Comprehensive knowledge of claims, enrollment, billing, provider/network data, utilization management, and regulatory frameworks from CMS/state programs.

• Strong understanding of contracting, vendor relationships, and SLA structures.

• Preferred experience in BPaaS or managed-services delivery.

• Proven capability to recover distressed accounts as managed programs.

• Experience in project or workstream management with designated owners, timelines, and dependencies.

• Extensive experience with at least one enterprise core administration or payer platform, such as Facets, QNXT, or HealthRules Payer.

• HealthEdge product experience is a significant advantage; fluency in the HRP suite is expected within six months if not already possessed.

• Proven track record of promoting the adoption of new technology in a commercial software setting.

• Proficient with modern work tools, including AI tools like Claude.

• Preferred qualifications include executive or senior leadership experience in healthcare, vendor experience on the health-plan side, experience with PE-backed transformations, HealthEdge product suite expertise, and exposure to implementation, migration, or upgrades.

• Must be able to pass a pre-employment criminal background check.

🏝️ Benefits

• Remote work environment.

• Opportunity to work across multiple time zones.

• Travel may be required based on company needs.

• Reasonable accommodations available under the Americans with Disabilities Act.

• Commitment to equal opportunity and workforce diversity.