Senior Director, Client Success – Strategic Health Plans

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

📋 Description

• Oversee the full client lifecycle for a diverse range of large and small health plan clients, focusing on onboarding, engagement, and showcasing value.

• Collaborate with the Implementation team during the transition to Customer Success, creating a working rhythm with health plan clients while emphasizing dependencies and aligning marketing strategies.

• Acquire a thorough understanding of the health plan's strategy and operational framework to effectively support and manage multiple employers within the partnership.

• Work alongside the health plan to establish measurable objectives and define the desired business outcomes for their collaboration with Progyny.

• Advise clients to ensure adherence to Progyny’s Marketing Best Practices and partner with Progyny’s Marketing team to create and implement a comprehensive member engagement strategy that satisfies contractual obligations.

• Reinforce the value of Progyny’s services, products, and solutions, consistently seeking to identify and cultivate upsell opportunities to deepen the relationship.

• Conduct regular business reviews showcasing progress towards and attainment of mutual success metrics, such as member engagement, utilization, clinical impact, PGs, and ROI, while demonstrating a strategic understanding of clients’ organizational goals, structures, products, services, and markets.

• Create payor account plans by estimating total opportunities, defining key objectives and milestones, and recommending focus areas for success.

• Serve as an advocate for our customers' needs internally by coordinating strategy and resolving issues across teams to uphold exceptional client satisfaction scores.

⛳️ Requirements

• A minimum of 5 years of experience in enterprise-level customer success or account management roles, preferably with a background in health plans.

• Experience managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business.

• Strong process orientation, with the ability to identify needs and execute projects that enhance our Client Success practice and relationships with Health Plans.

• Proficient understanding of data and key metrics for client success.

• A strong growth mindset with the ability to influence through analytical and storytelling skills.

• Excellent project management capabilities, able to handle multiple clients and projects concurrently while keeping stakeholders aligned on essential deliverables and timelines.

• Comfortable working in small teams and adapting to uncertain start-up environments.

🏝️ Benefits

• Paid family and parental leave.

• Preconception, fertility, and family building benefits (including egg freezing, IVF, and adoption support).

• Family and pet care fund.

• Parents’ Employee Affiliation Group.

• Menopause and midlife care support.

• Health, dental, vision, and life insurance options for employees and their families.

• Complimentary in-person, virtual, and text-based mental health and wellness support.

• Paid time off, including vacation, sick leave, personal days, and summer flex time.

• Company equity options.

• Bonus program.

• 401(k) plan with company matching.

• Access to on-demand legal and financial advice.

• Learning and development programs to foster professional growth and a mentorship initiative.

• Company social events, including an annual volunteer day and donation matching.

• Flex days (3 days a week in the office) and onsite meals and snacks for employees based in our NY office.