VP of Client Success

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

📋 Description

• Oversee the team responsible for managing the entire client journey from onboarding to renewal.

• Actively identify and address risks within the client portfolio.

• Foster long-term client loyalty and ensure contract renewals through strategic, data-driven partnerships.

• Take ownership of expansion, cross-selling, and growth strategies for new sites within the current client base.

• Develop and implement strategies for expansion that encompass new locations, additional populations, and extra service lines.

• Create processes to recognize expansion indicators using utilization, engagement, outcomes, and shifts in client business.

• Lead account planning and client segmentation, assigning each client a tailored growth strategy and responsible owner.

• Negotiate renewals and expansions, enhancing pricing, terms, and mutual benefits.

• Collaborate with Sales, Marketing, Product, and Pricing teams to package offers, formulate proposals, and finalize expansion agreements.

• Project and report on retention rates, expansion pipelines, and revenue growth to executive leadership.

• Provide guidance to client executives and stakeholders, aligning Marathon solutions with their objectives, and reporting key performance metrics.

• Promote member utilization through marketing initiatives, patient outreach, and client collaborations.

• Partner with field operations leaders to identify risks, boost member engagement, and secure renewals.

• Advocate for the client perspective internally and provide market insights to Product and Innovation teams.

• Build, mentor, and expand the Client Success Manager team.

• Enhance Client Success processes, methodologies, and tools utilizing data and insights.

• Counsel senior leadership on account planning, segmentation, and market entry strategies.

• Work collaboratively with Operations, Finance, and other teams to ensure alignment between client needs and organizational capabilities.

⛳️ Requirements

• A Bachelor's degree in business, marketing, or a related field is required; an MBA or advanced degree is preferred.

• A minimum of 10 years in client management, account management, brokerage, consulting, or a comparable client-facing role, or an equivalent combination of education and experience.

• At least 5 years of experience in healthcare, healthcare benefits, population health, or human resources is strongly preferred.

• Demonstrated success in expanding large, complex client relationships, including growth, cross-selling, and renewal achievements.

• Proven experience in building and scaling Client Success teams, with strong coaching and performance management abilities.

• Solid financial acumen, including financial analysis, strategic modeling, and pricing and performance assessment.

• Strategic thinking that translates business objectives into actionable client success and growth strategies.

• Outstanding communication and presentation skills, particularly with C-level executives both within and outside Marathon.

• Proficiency in collaborating with Sales, Marketing, Product, and Pricing teams.

• Strong strategic leadership, client-focused approach, results-oriented mindset, collaborative spirit, ethical conduct, and alignment with Marathon’s mission.

🏝️ Benefits

• Eligibility for annual incentives.

• A certified Great Place to Work® with an inclusive, high-trust culture.