Director, Customer Partnerships - Hybrid, Bloomington, MN

R3 CONTINUUM LLC•Bloomington, MN

1d•Hybrid

About The Position

The Director of Customer Partnerships is the retention and expansion leader for R3’s existing customer portfolio. This role owns the post-sale customer lifecycle—implementation, adoption, outcomes, renewal, and account growth—ensuring customers realize measurable value from R3 solutions while protecting and expanding recurring revenue. The Director builds executive-level relationships, leads renewal and expansion strategy, and partners cross-functionally (Sales, Clinical SMEs, Operations, IT, Accounting, Product, and Marketing) to deliver excellent, consistent customer experiences. This is a player/coach role that leads the Customer Partnerships team while directly managing a strategic book of business and delivering both individual and team outcomes. The Director reviews revenue performance daily, surfaces trend insights and risks early and provides executive readouts to inform retention and expansion decisions.

Requirements

Demonstrated ability to manage a strategic book of business while leading and developing a high-performing team (player/coach effectiveness).
Ability to build and execute account plans that drive retention and measurable expansion within existing customers.
Proven ability to retain and grow strategic customer relationships; executive presence and persuasive communication.
Strong ability to interpret and present data and outcomes to varied audiences; turns insights into action plans.
Strong ability to drive measurable expansion and growth withing existing accounts.
Demonstrated ability to lead a team, build accountability systems, and coach performance.
Strong cross-functional leadership and comfort navigating Operations, Clinical SMEs, IT, Accounting, Product, Sales, and Marketing alignment.
Strong problem-solving and process improvement mindset; calm under pressure and effective in escalations.
Strong financial and analytical acumen: ability to monitor revenue performance daily, interpret drivers of variance, and translate data into clear insights and actions.
Executive communication: can synthesize complex trends into concise, decision-ready updates for executive leadership audiences.
Proficiency with Microsoft Office and CRM platforms; disciplined about data quality and documentation.
Bachelor’s degree required; Psychology, Business, or related field preferred.
7 years of experience in behavioral health, EAP, BH managed care, health plan operations, or employee benefits required.
10 years in account management, customer success, or customer partnerships which include 5 years in leadership role, required.
All applicants must reside in the United States.
Employment contingent on a successful background check, work history verification, reference checks, and signing a non-disclosure agreement.

Nice To Haves

Psychology, Business, or related field preferred.

Responsibilities

Own retention outcomes for the customer portfolio, including renewal readiness, risk identification, and proactive mitigation plans.
Own a strategic book of business and serve as executive point of contact for assigned customers; drive renewal strategy, retention, and risk mitigation for those accounts.
Maintain customer health plans for assigned accounts (stakeholder mapping, adoption/utilization strategy, open issues, renewal timeline, and expansion roadmap).
Establish and run a renewal operating rhythm: timeline, internal alignment, customer discovery, proposal strategy, contract finalization, and handoff to delivery.
Build and maintain multi-threaded relationships across customer stakeholders (HR/Benefits, EAP/Wellbeing, Security, Operations, Legal/Procurement), ensuring executive alignment and long-term partnership stability.
Lead customer escalation management and resolution, coordinating cross-functional response to protect the relationship and restore performance.
Identify, develop, and close expansion opportunities within assigned accounts (cross-sell/upsell), partnering with Sales and SMEs as needed.
Build and execute account plans for assigned customers that include adoption goals, growth plays, and measurable outcomes tied to renewals and expansion.
Drive growth across existing accounts through adoption and utilization strategy and by expanding the use of R3 solutions across the continuum.
Build repeatable expansion plays (by segment/use case) so growth is systematic rather than purely relationship-driven.
Ensure consistent delivery of customer-facing reporting and stewardship: monthly/quarterly performance summaries and annual executive stewardship/QBRs, translating data into insights and recommendations.
Lead executive stewardship/QBRs for assigned accounts and translate program data into retention and expansion recommendations.
Partner with internal stakeholders to monitor service performance, SLA adherence, and operational quality; drive corrective action when performance is at risk.
Serve as the voice of the customer—bringing market feedback and customer needs into product/offer development and operational improvements.
Lead new customer onboarding from signed contract through launch, coordinating Operations, SMEs, IT, Accounting, and other stakeholders to ensure a successful start and adoption plan.
Ensure customer setup and processes are complete and accurate (systems access, workflows, referral pathways, reporting requirements, and success metrics).
Manage changes to SLAs/SOWs in partnership with Operations and other stakeholders, ensuring documentation, customer communication, and execution readiness.
Partner closely with Sales and Marketing to align lifecycle communications, adoption campaigns, and renewal/expansion enablement (case studies, proof points, executive reporting templates).
Support contract review, renewal amendments, and finalization in partnership with internal leadership and cross-functional stakeholders.
Partner with Accounting on invoicing, audits, and accounts receivable follow-up for assigned accounts; protect cash flow and customer experience.
Ensure accurate, complete, and timely documentation of customer activity, renewal timing, risks, opportunities, and account plans in the CRM; maintain clean data and consistent reporting.
Review revenue and utilization performance daily for assigned accounts and the broader Customer Partnerships portfolio; identify trends, outliers, and early risk signals and validate drivers (volume, mix, pricing, delivery changes).
Produce recurring executive-level insights (weekly and monthly) that summarize revenue movement, root causes, and recommended actions; provide concise readouts to the Executive Leadership Committee and other leadership forums.
Maintain an accurate renewal and expansion forecast informed by daily revenue signals, customer health, and pipeline activity; escalate material risks and opportunities quickly with clear mitigation or growth plans.
Partner with Finance/Data teams to ensure revenue reporting inputs are accurate and timely, and that insights translate into account actions (retention plays, adoption campaigns, expansion motions).
Maintain strong product knowledge and represent R3 professionally at conferences, events, and customer meetings; bring market insight back into strategy and offerings.
Lead, coach, and develop the Customer Partnerships team; set expectations, ensure role clarity, and build the capabilities required to deliver retention and growth outcomes.
Establish team cadence and quality standards (account planning, renewal pipelines, escalation process, reporting discipline, and documentation).
Balance player/coach responsibilities by modeling best-in-class account management on assigned accounts and coaching the team on the same standards and playbooks.
Hire, train, direct, assist and mentor department staff/team.
Coordinate the schedule for coverage of the department.
Monitor and prioritize department workflow to ensure accurate, thorough and timely completion of tasks.
Assign tasks to team members, as needed.
Identify needs and conduct trainings for new and existing team members to increase efficiencies and productivity.
Build and maintain a collaborative environment by emphasizing teamwork with team and colleagues.
Develop and meet quarterly and yearly department goals.
Create and distribute department communications as needed.
Monitor employee performance and address issues as warranted.
Complete performance reviews for employees on a timely basis.
Participate in department and company meetings as requested.
Perform other duties as assigned.
Travel as required.