Director Client Success (100% Remote)

Vori Health•Nashville, TN

5d•$142,000 - $163,000•Remote

About The Position

The Client Success Director is responsible for the strategic leadership, overall health, performance, and long-term success of a portfolio of Vori Health's most important client relationships, with a particular focus on health plans. This role plays a critical part in ensuring strong client satisfaction, retention, and long-term partnership growth. As the senior client leader on assigned accounts, the Client Success Director serves as both a strategic advisor and operational leader—developing deep knowledge of client priorities, monitoring business performance, and proactively identifying opportunities to strengthen outcomes, engagement, and value realization. This role requires a strong combination of healthcare expertise, business acumen, executive relationship management, and cross-functional leadership. The ideal candidate is intellectually curious, proactive, highly accountable, solution-oriented, and skilled at building trusted partnerships that drive meaningful results for clients and Vori Health. While this is currently an individual contributor role, the Client Success Director will play an important role in helping shape and scale Vori's Client Success function as the organization continues to grow.

Requirements

8+ years of experience in a commercially-oriented client success, strategic account management, health plan account management, benefits consulting, or related client-facing healthcare role
Demonstrated experience managing national and large regional health plan clients is required
Deep knowledge of healthcare, payer organizations, healthcare benefits, and the processes used within them
Demonstrated ability to manage complex client relationships with a focus on retention, satisfaction, and long-term growth
Strong communication and presentation skills, including experience engaging executive stakeholders
Demonstrated success partnering with Sales to develop and execute long-term growth strategies for health plan accounts
Experience leading executive business reviews, strategic planning discussions, and performance-based client conversations
Ability to translate data into meaningful insights and recommendations
Experience influencing and leading cross-functional stakeholders without direct authority
Authorized or able to provide required documents to work in the United States.

Nice To Haves

Management of value-based care or population health contracts
Exposure to or management of large employer accounts within health benefits space
Previous roles at early stage digital health companies

Responsibilities

Build Trusted Client Relationships: Develop and maintain productive, professional relationships with executive and operational stakeholders across strategic client accounts. Establish credibility through a deep understanding of client business priorities, organizational structure, and success metrics. Serve as a trusted advisor, providing strategic recommendations and thought leadership that support client objectives. Build strong 1:1 partnerships with health plan leaders and key decision-makers to strengthen long-term client relationships.
Own Client Performance & Outcomes: Monitor and analyze performance across utilization, engagement, clinical and quality outcomes, satisfaction, and other key business metrics. Track client health, identifying risks and opportunities early, and proactively driving plans to address them. Partner with internal teams to ensure delivery against client expectations, commitments, and value-based care arrangements. Translate complex performance data into clear, compelling stories that demonstrate value and ROI. Lead quarterly business reviews and strategic planning discussions, internally and externally.
Drive Retention & Support Growth: Develop strategic account plans that align client goals with Vori's long-term partnership strategy. Surface client needs, market dynamics, and payer insights internally to inform commercial strategy and product direction. Help clients stay informed about new capabilities, offerings, and opportunities to expand impact. Partner closely with Sales to identify and execute against expansion opportunities, and drive broader account growth strategy. Develop and lead proactive renewal strategy and execution timeline, with support from Client Success leadership.
Deliver a Seamless Client Experience: Coordinate internally across Sales, Clinical, Operations, Product, Marketing, and Implementation to ensure a high-quality, consistent experience. Serve as Client Success lead on cross-functional initiatives that improve client performance, experience, and overall partnership success. Support development and execution of member engagement strategies in partnership with Marketing. Manage strategic client communications, performance reporting, issue resolution, and action planning with strong follow-through. Contribute to improving Client Success processes, tools, reporting, and best practices.
Help Shape the Future of Client Success: Identify trends, market insights, and opportunities across the portfolio and communicate findings to leadership. Serve as a subject matter expert on health plans, payer strategy, and client success best practices. Contribute to the evolution of Vori's Client Success strategy, operating model, and client experience. Provide guidance and mentorship to junior members of the client success team, helping to cultivate a high performing team at all levels of the Client Success organization.