Vice President of Client Success

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

📋 Description

• Develop and oversee the Onboarding and Client Success departments.

• Create a high-achieving Client Success team with defined roles, accountability, and scalable capabilities.

• Establish the Onboarding function and convert signed contracts into implementation requirements.

• Confirm scope and expectations across teams, ensuring that go-live delivery aligns with what was agreed upon.

• Manage client inquiries, reporting, insights, cross-functional follow-up, and prompt issue resolution.

• Acquire product knowledge to set realistic client expectations and align their needs with suitable solutions.

• Design and document scalable workflows, service standards, ownership, escalation processes, and operational routines.

• Identify and utilize KPIs to oversee team performance, client health, service responsiveness, retention risks, and necessary corrective actions.

• Leverage client feedback and performance data to enhance onboarding, service responsiveness, retention, and team efficiency.

• Provide qualified growth opportunities to Strategic Account Sales Expansion.

⛳️ Requirements

• 10+ years of experience in client success, account management, or similar healthcare leadership positions.

• Prior experience in healthcare is essential.

• Experience in cost containment and working with self-insured employers, payers, or brokers is preferred.

• Capability to understand complex products and services and communicate their functionality and limitations to clients.

• Proven ability to hold internal teams accountable for fulfilling contracted scopes and expectations.

• Experience in building client-facing teams, operational models, documented workflows, and KPI frameworks from the ground up.

• Background in rapid change, performance improvement, organizational and talent development, process creation, and timely issue resolution.

• Strong business acumen in connecting client priorities with operational, financial, and growth outcomes.

• Executive presence and effective communication with senior clients, internal leaders, and cross-functional partners.

• Ability to foster alignment and accountability across teams.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life insurance coverage.

• 401(k) retirement plan with employer matching.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).

• Paid time off (PTO) and disability leave.

• Employee Assistance Program (EAP).