Client Success Director

Marathon Health•Spangereid, VT

4d•$110,000 - $175,000

About The Position

The Client Success Director serves as a senior Account Executive, providing strategic leadership and mentorship to a team of Account Managers. This role drives alignment across client goals and internal operations, advocates for client success at the enterprise level, and acts as a trusted escalation point and resource for resolving complex challenges. The Director fosters a culture of collaboration, accountability, and continuous improvement within their account management team. By leveraging healthcare data insights, market intelligence, and best practices, the Director plays a critical role in guiding enterprise clients through complex challenges and shaping the evolution of service delivery. This role also contributes to broader business objectives including margin optimization, product enhancement, and client experience innovation. Candidate must reside in Northeast region.

Requirements

Bachelor’s degree in business, Healthcare Administration, or a related field and 8+ years of progressive experience in client success, healthcare operations, consultant/broker experience or strategic account management—preferably in employer-sponsored healthcare or wellness services.
Proven leadership experience in managing teams.
Proven success managing enterprise-level clients with complex needs and high expectations.
Experience leading cross-functional initiatives and influencing stakeholders at all levels.
Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.

Nice To Haves

Exceptional executive presence and relationship-building skills.
Strategic mindset with the ability to translate data into actionable insights.
Strong communication, presentation, and facilitation skills.
Demonstrated ability to manage ambiguity and drive solutions across matrixed teams.
High accountability, with a relentless focus on client satisfaction and outcomes.
Proficiency with Microsoft Office and CRM platforms (Salesforce and Tableau strongly preferred).
Willingness to travel up to 50% as needed.

Responsibilities

Client Strategy & Leadership Act as the senior strategic advisor and point of escalation for key client stakeholders and broker/consultant partners.
Lead proactive planning and long-term success strategies across the client's full scope of services to achieve clinical, engagement, and savings goals.
Define and oversee tailored client coverage models that align with account size, complexity, and growth potential.
People Leadership & Teammate Development Hire, develop, and performance manage a team of Client Success professionals.
Set clear goals and expectations for direct reports by holding teammates accountable for execution and results.
Align team goals with broader function and company initiatives and have full accountability for delivered results and goal achievement of the team.
Foster a culture of communication, engagement, accountability and continuous learning.
Conduct regular team meetings and consistent 1:1 coaching.
Conduct regular book of business reviews to provide insights on the overall health of clients in their region focused on risk, renewal, and opportunity.
Client / Health Center Implementation & Expansion Oversee planning and execution of new clients and/or health center launches in collaboration with Sales, Implementation, and Operations.
Identify expansion opportunities within current clients, including new populations, sites, and services.
Collaborate to identify and manage pipeline achieving assigned expansion goals.
Growth & Retention Own the client renewal process and ensure high retention through proactive performance management and strategic relationship building.
Lead revenue growth efforts within the client base, targeting upsells and cross-sells of new products, services, and populations.
Prioritize margin optimization and drive improvements for accounts through engagement, pricing, or scope adjustments.
Data-Driven Insight & Performance Oversight Guide account team and clients through healthcare utilization, population health, and clinical performance data, translating complex insights into actionable strategies.
Assess client NPS survey feedback and develop action plans.
Lead quarterly business reviews and executive reporting across assigned accounts.
Engagement & Communication Strategy Partner with Marketing to design and execute tailored engagement strategies that drive employee/member engagement and satisfaction.
Integrate feedback mechanisms and client pulse tools to continually assess and evolve communication strategies.
Cross-Functional Collaboration Partner with Operations and Clinical Leadership to drive alignment between health center operations and client expectations.
Serve as the internal voice of the client, informing enhancements to product offerings and delivery models.
Operational & Contractual Execution Oversee contractual compliance, eligibility file processes, incentive programs, and accurate client invoicing with a focus of moving clients to our preferred packages and contractual terms.
Support and guide responses to complex Requests for Proposals (RFPs) as needed.
Ensure Salesforce data integrity and visibility into client activity, risks, and strategic plans.
Ensure monthly completion of Business at Risk reporting and development of Action Plans for clients at risk.