Client Success Director

Abacus Insights•Boston, MA

6d•Remote

About The Position

The Client Success Director is a high-impact role designed for a leader who thrives on ownership and accountability. You are the single, accountable owner for a portfolio of healthcare clients, with end-to-end responsibility for client outcomes and the overall P&L health of your portfolio. While this is an individual contributor role, it operates at a General Manager level. Accountability is not shared or escalated—you are the owner of results. You hold a true seat at the table, driving meaningful business results including retention, growth, and measurable value delivered through Abacus solutions. You think and act like a business owner, treating your portfolio as if it were your own, and making decisions accordingly. You serve as both the voice of the customer inside Abacus and the face of Abacus to your clients. You build deep, trust-based relationships with C-suite and senior executives, operating as a strategic advisor who understands your clients’ businesses as well as—often better than—they do. By deeply understanding each client’s strategy, pressures, and competitive landscape, you anticipate what’s coming next, proactively identify expansion opportunities, and mitigate risk well before it becomes an escalation. Success in this role requires leading through influence. You routinely mobilize cross-functional teams—including Client Data Engineering, Product, PMO, Analytics, and Client Requirements—to deliver exceptional outcomes, despite having no direct authority over them. You build alignment, create urgency, and drive execution, stepping forward to own challenges, champion solutions, and ensure follow-through—while giving credit to the teams who help make it happen. This role is ideal for a builder and business owner at heart—someone energized by complexity, ambiguity, and pace. You don’t wait for perfect clarity; you create it. You communicate with executive presence, distill complexity into decisive action, and move seamlessly between strategic leadership and hands-on problem solving. If you’re motivated by real accountability, visible impact, and the opportunity to shape both client success and company growth, this role offers that challenge—at scale.

Requirements

Minimum 10 years of experience in senior, client‑facing roles across SaaS, professional services, or healthcare technology, with a proven track record of personally owning client outcomes—not just managing relationships or coordinating support.
Demonstrated portfolio or P&L accountability, where you were the clear owner responsible for revenue retention, expansion, profitability, and client satisfaction for a defined book of business.
Executive presence and communication skills, with the ability to build trust and credibility with C‑suite and VP‑level stakeholders and confidently represent decisions, tradeoffs, and outcomes—internally and externally.
Proven ability to lead through influence in complex, matrixed environments where success depends on mobilizing cross‑functional teams you do not directly manage, and where accountability for results ultimately rests with you.
Strong financial acumen and risk management instincts, including the ability to make data‑driven decisions, anticipate commercial and delivery risk, and proactively course‑correct to protect client and business outcomes.
Healthcare payer domain expertise, with a strong understanding of how health plans operate and how data informs decisions related to care management, member experience, and operational performance.
SaaS and data platform fluency, with the ability to understand how modern data products are built and delivered and to translate technical capability into measurable business value for clients.
Bachelor’s degree in Healthcare Administration, Computer Science, Business, Analytics, or equivalent relevant professional experience.
Willingness to travel approximately 5–10% to client locations to build and sustain executive‑level relationships.

Nice To Haves

Prior experience operating as a General Manager, P&L owner, or franchise-style leader for a client portfolio or business unit.
Familiarity with healthcare interoperability standards (e.g., CMS-0057, FHIR, HL7) and the regulatory landscape affecting health plans.
PBM domain knowledge — you understand the business of pharmacy benefits management, including how data drives decisions around rebates, formularies, networks, claims adjudication, utilization, and operations.
Experience with cloud technologies and modern data platforms (data lakes, analytics, GenAI-enabled workflows).
Track record of growing accounts through consultative selling, upsell, and cross-sell in partnership with Sales teams.
Exposure to healthcare payer operations — claims, enrollment, provider networks, quality programs, or value-based care models.

Responsibilities

Client Outcomes, Not Activities. You own the results your clients achieve with the Abacus platform — retention, satisfaction, and measurable business value. You are not managing tasks; you are delivering outcomes.
Executive Relationships & Trust. You build and sustain C-suite and VP-level relationships with your clients. You are a credible, consultative partner who earns a seat at the table — not just a point of contact.
Portfolio Growth. You identify whitespace, connect client needs to expansion opportunities, and partner with Sales to grow your accounts. You think commercially and treat your portfolio like a business you own.
Proactive Risk Management. You know your clients' business deeply enough to sense risks before they surface. You don't wait for escalations — you anticipate them, raise them early, and drive resolution across teams.
Cross-Functional Influence. You mobilize Client Data Engineering, Product, PMO, and Analyst teams — none of whom report to you — to deliver for your clients. Your ability to lead through influence, not authority, is the engine of your success.
Voice of the Customer. You translate client needs, feedback, and market context into actionable insight for internal teams, ensuring Abacus builds and delivers what clients actually need — not just what's on the roadmap.
Client Satisfaction & Loyalty. You maintain the highest levels of client satisfaction (CSAT/NPS) and create an environment where clients want to expand their partnership with Abacus.
Escalation Ownership. You are the single point of accountability for all client escalations. You own the resolution, the communication, and the follow-through — end to end.