Senior Customer Success Lead

CloseKnit-posted 1 day ago

$150,000 - $165,000/Yr

Full-time • Mid Level

Remote • Washington, DC

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We're seeking a Senior Customer Success Lead to spearhead efforts to drive customer satisfaction, member engagement, and measurable health outcomes across our growing portfolio of health plan and employer partnerships. This role is critical to CloseKnit's mission of scaling high-quality, integrated care while proving value to our partners and the members we serve. The Customer Success Lead will be responsible for onboarding new customers, driving member utilization across our service lines, ensuring operational excellence, and creating the data-driven outcomes stories that support renewals and expansion. This leader will serve as the bridge between our customers’ strategic goals and CloseKnit's product, clinical, and operational capabilities.

Strategic Leadership Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines
Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems
Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy
Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction
Member Engagement & Outcomes Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services
Collaborate with clinical and product teams to optimize member experience and remove barriers to care access
Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model
Lead initiatives to improve health equity and reach underserved member populations
On average, travel at least once a month to client sites, professional events, and conferences, and to support prospect development
Team Building & Operations Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences
Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams
Data & Insights Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance
Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders
Identify trends and insights from partner feedback that inform product development and operational improvements

Bachelor’s degree in healthcare administration, public health, business, or a related field.
8 years of experience in customer success, account management, or partnership roles within healthcare, with 2 years in a senior role.
Deep understanding of health plan operations, value-based care models, and healthcare reimbursement structures
Proven track record of achieving high retention rates (90%+) and driving expansion revenue in B2B healthcare settings
Experience managing complex, multi-stakeholder relationships with health plans, TPAs, employers, or health systems
Strong analytical skills with the ability to interpret healthcare data and translate insights into actionable strategies
Demonstrated success building and scaling customer success teams in high-growth environments
Exceptional communication and presentation skills, with the ability to influence at the C-suite level
Experience working with telehealth, virtual care, or digital health platforms

Master’s degree in healthcare administration, public health, business, or a related field.
Experience with Medicaid, Medicare Advantage, and Commercial populations
Knowledge of NCQA, HEDIS, and quality reporting requirements
Familiarity with RFP processes and health plan procurement cycles

Mission-driven organization focused on improving access to high-quality, integrated healthcare
Opportunity to shape customer success strategy in a rapidly growing virtual care company
Collaborative, innovative culture that values both clinical excellence and operational efficiency
Competitive compensation, including equity participation
Comprehensive benefits and flexible, virtual-first work environment

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