Sr. Director, Client Success - MDLive - Remote
About The Position
The Client Success Executive serves as the strategic relationship owner for assigned health plan, employer, third-party administrator (TPA), broker/consultant, and other strategic clients. The role is accountable for client health, executive relationships, retention, growth, utilization, and value realization. The CSE develops a deep understanding of each client’s business objectives, benefit strategy, population needs, performance expectations, and evolving priorities, then translates MDLIVE’s performance and capabilities into a clear value story and leads account strategies that strengthen partnerships, protect revenue, increase adoption, and create sustainable growth. The CSE leads strategic direction and executive engagement while partnering closely with Account Management on day-to-day execution, issue management, and client coordination. Success requires executive presence, commercial judgment, healthcare expertise, and the ability to align cross-functional teams around complex client priorities. The position is remote and requires up to 20% travel. For work performed at home occasionally or permanently, internet service must be cable broadband or fiber optic with at least 10 Mbps download and 5 Mbps upload speeds.
Requirements
- Bachelor’s degree required.
- 10+ years of experience in healthcare client management, strategic account management, client success, consulting, health plan management, healthcare benefits, digital health, virtual care, or a related field preferred.
- Deep understanding of health plans, employer-sponsored benefits, TPAs, brokers/consultants, and the healthcare benefits ecosystem.
- Strong knowledge of virtual care, digital health, healthcare delivery, population health, and client value realization.
- Demonstrated ability to manage complex enterprise relationships involving multiple stakeholders, priorities, and contractual requirements.
- Strong executive presence and ability to build credibility with senior and C-suite client stakeholders.
- Commercial acumen across retention, renewals, account growth, pricing, contracting, and revenue risk.
- Ability to interpret performance data and translate it into clear business insights and recommendations.
- Excellent communication, presentation, negotiation, relationship-management, and problem-solving skills.
- Ability to influence outcomes and lead cross-functional teams without direct authority.
- Exceptional organization and project-management skills, with the ability to manage multiple strategic accounts and priorities.
- Positive, collaborative, team-first mindset with strong ownership and accountability.
- Experience with Salesforce or similar CRM/client-management technology.
- Experience using AI tools to support daily workflows and improve efficiency.
- Experience managing complex enterprise relationships with health plans, large employers, TPAs, brokers/consultants, or healthcare organizations.
- Experience supporting executive relationships, enterprise renewals, revenue retention, account growth, and strategic planning.
- Experience leading executive business reviews and coordinating across clinical, operational, financial, technology, legal, and executive stakeholder groups.
Nice To Haves
- Virtual care, digital health, healthcare delivery, or healthcare benefits experience is strongly preferred.
Responsibilities
- Serve as the primary strategic relationship owner and trusted advisor for assigned clients.
- Develop and execute strategic account plans focused on client health, executive alignment, retention, utilization, growth, and long-term partnership objectives.
- Build trusted relationships with senior and executive client stakeholders; identify decision-makers, influencers, and opportunities to strengthen MDLIVE’s position.
- Develop a deep understanding of client business objectives, benefit strategy, population health priorities, member engagement needs, and measures of success.
- Own the overall client health narrative and proactively identify relationship, performance, financial, contractual, utilization, and renewal risks.
- Lead renewal and revenue-retention strategy in partnership with Sales, Finance, Legal, Account Management, and other internal stakeholders.
- Identify and advance expansion opportunities through additional MDLIVE solutions, increased adoption, and improved utilization.
- Translate operational, clinical, financial, utilization, and engagement data into executive-level insights and recommendations.
- Lead Quarterly Business Reviews, Annual Strategic Reviews, executive meetings, and multi-year partnership planning.
- Lead strategic and executive escalations, coordinating internal alignment, resolution strategy, and client communication.
- Serve as the voice of the client internally and act as the cross-functional quarterback for client strategy and commitments.
- Partner with Account Management to align strategic priorities with tactical execution while maintaining clear ownership of day-to-day operations and issue follow-through.
- Maintain accurate visibility into client health, retention risk, growth opportunities, executive relationships, and key commitments in applicable client management systems.
- Monitor healthcare, virtual care, benefit, and competitive trends relevant to assigned clients.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
