Senior Director of Health Plan Client Success
About The Position
The Senior Director of Health Plan Client Success is a high-impact, client-facing leadership role responsible for managing and growing relationships with Upside’s key health plan clients. This role serves as the primary strategic partner for an assigned portfolio of accounts, ensuring client satisfaction, retention, and growth through hands-on engagement and operational excellence. Reporting to the VP of Health Plan Client Success, the Senior Director will begin as an individual contributor owning high-value client accounts, then scale into a people-leadership role as the team grows. This position requires someone who can build deep, trust-based relationships with client stakeholders while driving measurable outcomes and identifying expansion opportunities. The ideal candidate combines healthcare industry expertise with strong operational rigor and a client-first mindset.
Requirements
- Bachelor’s or Master’s degree in Business Administration, Public Health, Healthcare Administration, or a related field
- 5+ years of proven success in client success, account management, or relationship management with a healthcare or health plan focus
- Strong understanding of the healthcare payer industry, including regulatory environments, reimbursement policies, and emerging market trends
- Track record of achieving and exceeding client satisfaction, retention, and growth goals
- Exceptional communication, presentation, and relationship-building skills
- Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced environment
- Proficiency with CRM and enablement tools (Salesforce, HubSpot preferred)
- Willingness to travel as needed for client engagement and relationship development
Nice To Haves
- Experience working directly with Medicaid, Medicare Advantage, or D-SNP health plans
- Background in social determinants of health, housing services, or community-based care models
- Experience mentoring or managing client-facing team members
Responsibilities
- Serve as the primary strategic partner for assigned health plan client accounts, ensuring satisfaction and long-term retention
- Establish and maintain deep, trust-based relationships with senior client stakeholders to align Upside solutions with their goals
- Conduct regular check-ins, lead quarterly business reviews, and deliver performance updates on client programs
- Collaborate with sales, product, and implementation teams to ensure seamless onboarding, delivery, and client goal achievement
- Identify and pursue expansion opportunities within assigned accounts, including new programs, geographies, and populations
- Develop and refine client success playbooks, processes, and best practices in partnership with the VP
- Mentor and coach team members as the client success organization scales
- Monitor client health metrics and proactively address risks before they impact satisfaction or retention
- Stay current on healthcare industry trends to ensure client strategies remain relevant and forward-looking
Benefits
- Market competitive base salary with performance-based incentives and stock options
- Comprehensive benefits package including medical, dental, and vision coverage
- PTO and paid holidays
- Professional development and career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
