Client Success Partner

Virtual Benefits Administrator•Remote , US,

18h•$82,000 - $95,000•Remote

About The Position

At VBA, our mission is to make the healthcare experience better for everyone. We’re looking for a Client Success Partner who understands the healthcare payer ecosystem and is passionate about helping clients get meaningful value from technology. In this role, you’ll independently manage a portfolio of clients and serve as a primary relationship partner throughout their journey with VBA. You’ll get to know your clients’ businesses, priorities, challenges, and goals and use that understanding to help them maximize the value of VBA’s solutions. This isn’t a role focused solely on responding to requests. We’re looking for someone who can see the bigger picture: connect the dots across a client’s experience, recognize trends and opportunities, anticipate needs, and bring the right people together to help our clients succeed. If you enjoy building trusted relationships, solving complex problems, and working at the intersection of healthcare, technology, and client success, we’d love to hear from you.

Requirements

2+ years of experience in TPA operations, with a strong understanding of benefit administration, claims adjudication, and related healthcare payer operational processes.
3–5 years of experience in Client Success, Account Management, Client Services, or a related client-facing role within a B2B SaaS environment, including experience independently managing client or account relationships.
1–2+ years of experience supporting healthcare insurance-related technology, such as claims administration or benefits administration platforms, portals, integrations, analytics solutions, or similar technology.
Working knowledge of healthcare and benefits administration use cases and the ability to understand how technology supports client business and operational needs.
Strong relationship-building and communication skills, with the ability to develop trusted client partnerships and confidently lead conversations with multiple stakeholders.
Strong analytical and problem-solving skills, with the ability to simplify complex situations, recognize patterns, and translate information into clear actions.
Strong organizational and prioritization skills, with the ability to effectively manage multiple clients, projects, and competing priorities.
Ability to collaborate effectively across teams, coordinate resources, and drive progress on client needs and priorities.
Ability to work independently and successfully in a remote environment.

Nice To Haves

Knowledge of VBA applications and products.
Knowledge of SQL or experience working with data to support client needs and problem-solving.
Project management experience, particularly coordinating cross-functional or client-facing initiatives.
Experience with project management platforms such as Monday.com or similar tools.
Experience with ticketing and client support platforms such as Zendesk or similar tools.
Experience with healthcare EDI, interfaces, integrations, or APIs.

Responsibilities

Manage and strengthen client relationships. Serve as the primary point of contact for your clients, building trusted relationships across multiple stakeholders and developing a deep understanding of their business, operations, priorities, goals, and evolving needs. Proactively identify opportunities to strengthen client satisfaction, retention, and the long-term partnership with VBA.
Help clients maximize the value of VBA. Understand how clients use VBA’s products and capabilities, identify opportunities to strengthen adoption and utilization, and provide guidance that connects their business needs with the right solutions, resources, and best practices.
Lead meaningful client conversations. Facilitate recurring meetings, strategic check-ins, and Strategic Business Reviews focused on client priorities, progress, opportunities, and outcomes. Communicate complex topics clearly and confidently with client stakeholders and leadership.
Maintain a holistic view of client health. Look across the full client experience—including relationship dynamics, support activity, ticket trends, ongoing projects, product utilization, and client feedback—to identify patterns, emerging needs, risks, and opportunities for proactive guidance.
Anticipate needs and solve problems proactively. Look beyond the immediate question or request to understand what may be happening more broadly. Identify trends, connect information across interactions, and help address potential challenges before they become larger issues.
Coordinate across VBA to move client priorities forward. Partner with teams including Product, Support, Implementation, Training, Engineering, and others to connect clients with the right expertise, coordinate solutions, and maintain clear ownership and communication.
Navigate issues and escalations with ownership. Help coordinate complex client needs and escalations with urgency, transparency, and strong follow-through, keeping clients and internal stakeholders informed and aligned through resolution.
Support evolving client needs and initiatives. Coordinate post-implementation initiatives for established clients, which may include product enhancements, interface requests, partner integrations, training needs, and other projects that support changing business needs.
Develop expertise across VBA’s solutions. Build a strong understanding of VBA’s full product ecosystem and how our solutions support healthcare payer operations so you can confidently connect client needs with relevant capabilities and resources.
Bring the voice of the client into VBA. Share client insights, recurring themes, needs, and opportunities with internal teams to help strengthen our products, processes, and overall client experience.
All other duties as assigned.

Benefits

12 Paid Holidays
Responsible Time Off
Volunteerism Day
Paid Parental Leave: 2 Weeks: Bonding Leave
Paid Parental Leave: 10 Weeks: Supplemental Medical Leave (for Birthing Parents Only)
Life insurance-$500,000 guaranteed issue
Short- and long-term disability insurance
Employer match on employee 401(k) contributions
Broadband Reimbursement up to $120
Health Insurance (2-Medical Plan Options)
Dental- Company sponsored benefit
Vision- Company sponsored benefit
Employee Assistance Program