Senior Client Success Director

Abacus Insights

23h•Remote

About The Position

The Senior Client Success Director is a high-impact, General Manager–level role 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. This is a seat at the table where you drive real business results—retention, growth, and measurable value delivered through Abacus solutions. In this role, you are 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, positioning yourself as a strategic advisor who understands their business 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, uncover opportunities for expansion, and proactively mitigate risk before it becomes visible. You succeed by leading through influence. You routinely mobilize cross‑functional teams—Client Data Engineering, Product, PMO, Analytics, and Client Requirements—to deliver exceptional client outcomes. You build alignment, create urgency, and drive momentum without relying on authority. You operate with a strong bias toward accountability, stepping forward to own challenges, champion solutions, and ensure follow‑through—while celebrating team wins along the way. 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 answers; you create clarity. You communicate with executive presence, distill complexity into clear decisions, and switch seamlessly between strategic conversations and hands‑on problem solving. If you’re motivated by growing something meaningful, shaping client strategy, and having a visible, measurable impact on both client success and company growth, this role offers that opportunity—at scale.

Requirements

12+ years of experience in client-facing leadership roles in SaaS, professional services, or healthcare technology — with a track record of owning client outcomes, not just managing relationships.
Demonstrated P&L or portfolio accountability — you have been the person answerable for revenue retention, growth, profitability, and client satisfaction for a defined book of business.
Executive presence and communication skills — proven ability to build trust and credibility with C-suite and VP-level stakeholders, both internally and with clients.
Experience leading through influence in matrixed or cross-functional environments where delivery depends on teams you don't directly manage.
Strong financial acumen and risk management instincts — you make data-informed decisions and proactively manage commercial and delivery risk.
Healthcare payer domain knowledge — you understand the business of health plans, including how data drives decisions around care management, member experience, and operational efficiency.
SaaS and data platform fluency — you understand how modern data products are built, delivered, and scaled, and can translate technical capability into business value for clients.
Bachelor's degree in Healthcare Administration, Computer Science, Business, Analytics or equivalent experience.
Willingness to travel approximately 5–10% to client locations to build and deepen executive 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.