Senior Director, Client Success

Progyny•New York, NY

21d•$155,000 - $170,000•Hybrid

About The Position

Thank you for considering Progyny! The Senior Director, Client Success – Large/National Market is a member of the Client Success leadership team in the Progyny organization for our national market employer clients. This position will be responsible for leading the company’s large market Client Success team , delivering on client benchmarks and client retention goals, driving revenue goals from upsells with existing large market clients and managing key performance indicators to ensure annual goals are achieved . This position requires 30–40% travel and is open to candidates located near any major U.S. airport .

Requirements

7+ years of experience successfully leading teams working with large, national market employer groups
Proven track record of working with senior-level executives for client relationship management and consultation within health care benefits segment
Ability to guide and coach Client Success managers as necessary to ensure their professional development and attainment of goals
Proven track record to implement and assess performance management processes
Excellent listening, critical thinking, and problem solving skills
Excellent messaging, positioning and communication skills
Project management skills - identify a goal and the steps needed; actively manage action steps to accomplish goal
Strong business and financial acumen; strong problem-solving, judgment and analytic skills
Prior success in a fast-growing organization or managing through transformational change
Please note: This is not a digital nomad or remote international position; candidates must be based in the United States.
Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Responsibilities

Responsible for leading and managing the large market Client Success teams ensuring all KPIs are met with a focus on client retention and pipeline management for upsells
Act as an Executive Sponsor to support retention goals and drive client engagement and advocacy
Representing company at client meetings and events to promote the company’s brand and build relationships with client base
Must be able to seamlessly articulate Progyny’s value to professionals, executives, strategic partners at both employers and channel partners; understand and articulate a data-driven financial model to support renewals, refine our quarterly and annual reports to best meet client needs
Help resolve member abrasions that are escalated to the Client Success Team ; work closely with other senior leaders to identify the root of the escalation and the best path to resolve
Implement improvements to account management business processes to ensure success with growth and scale
Manage a staffing model and compensation approach to scale the team accordingly
Identify professional development and training opportunities to grow and upskill direct reports

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