Director, Client Success

Progyny•New York, NY

18d

About The Position

Progyny is seeking a strategic and results-driven Director of Client Success to oversee relationships for our large and strategic employer clients. In this role, you will ensure exceptional service, drive measurable value, and foster long-term partnerships. You will collaborate with internal teams and work closely with external stakeholders, managing expectations and identifying opportunities for client satisfaction and growth. This position requires 25% travel and is open to candidates located near any major U.S. airport.

Requirements

Experience: 10+ years of strategic and consultative selling experience within healthcare, employer benefits, or insurance industries.
Client Management Expertise: Proven success managing relationships with large, complex employers, with a focus on strategic retention and growth.
Cross-functional Collaboration: Demonstrated ability to work with and manage expectations of key internal stakeholders, ensuring alignment and actionable outcomes.
Negotiation and Influence: Strong skills in negotiation, collaboration, and relationship management, with the ability to influence key stakeholders effectively.
Communication Excellence: Expertise in presenting complex information and insights in ways that resonate with diverse audiences.
Analytical Acumen: Strong financial and problem-solving skills to drive data-backed decisions and client ROI.
Project Management: Proven ability to define goals, create action plans, and deliver results in a dynamic environment.
Adaptability: Thrives under pressure, can prioritize competing demands, and excels in a fast-growing organization.
Geographic Flexibility: Located near a major U.S. airport, with the ability to travel frequently for client interactions.

Responsibilities

Client Value and Insights: Present clear, data-driven value stories that demonstrate solution performance and uncover actionable insights for key clients.
Strategic Communication: Articulate Progyny’s value to diverse stakeholders, including senior executives, brokers, and consultants.
Data-Driven Planning: Use financial models and insights to support renewals and upsell opportunities, refining reports to align with client needs.
Account Retention and Growth: Develop and execute tailored strategic plans for client retention and growth, focusing on upselling new product lines and strengthening partnerships.
Executive Collaboration: Proven success in managing expectations and working with internal executive teams to align strategies and deliver client satisfaction.
Relationship Management: Build and maintain strong, multi-level relationships with employers, brokers, and consultants, acting as a trusted advisor and healthcare consultant.
Problem-Solving: Address and resolve client challenges proactively, working collaboratively across teams to implement sustainable solutions.
Performance Metrics: Define and achieve key KPIs, including retention, satisfaction, and sales performance metrics, to drive client and organizational success.
Frequent Client Interaction: Conduct regular virtual and in-person meetings with clients and consultants to align on goals, address challenges, and maintain strong relationships.
Travel: Travel 25% to meet with clients and stakeholders, ensuring alignment and satisfaction.

Benefits

Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office