Description

You will lead the Client Success organization at Collective Health, driving client engagement, renewals, and upsells while acting as a strategic advisor to clients and channel partners. You'll work cross-functionally to improve processes and deliver exceptional experiences, reporting to the Chief Revenue Officer and serving on the leadership team.

Requirements

• 15+ years in account management/client success with 10+ years of leadership experience.
• Strong knowledge of healthcare administration, benefits, insurance, or technology.
• Proven success in scaling client success organizations.
• Experience with benefits consultants and health benefits ecosystem.
• Excellent communication, strategic thinking, and relationship-building skills.

Responsibilities

• Lead the Client Success organization, managing full client lifecycle post-implementation including renewals and upsells.
• Serve as strategic advisor in client and channel relationships, representing Client Success in board meetings and industry events.
• De-escalate complex client situations and provide feedback to product, member services, and marketing teams.
• Evaluate and improve client success operations, processes, metrics, and performance.
• Partner with Sales Leadership to develop strategies for upsells and renewals, impacting customer lifetime value.