SVP of Client Success

Valenz•Phoenix, AZ

1d•Remote

About The Position

As the SVP of Client Success, you will lead the strategy and performance of our existing client portfolio, with accountability for retention, client growth, relationship health, value realization, and the overall client experience. You’ll lead our Client Success and Strategic Account Management teams, creating an integrated approach that supports both the day-to-day client relationship and the long-term growth and strength of our most strategic accounts. This role will be instrumental in advancing our client strategy to one that protects revenue, identifies risk, demonstrates value, creates growth opportunities, and deepens client partnerships. You’ll lead the people, processes, tools, and ways of working while ensuring the voice of the client continues to influence decisions across Valenz.

Requirements

10+ years of progressive experience in Client Success, Strategic Account Management, Account Management, Client Services, commercial leadership, or a related function, including significant senior leadership experience.
Strong understanding of the self-funded healthcare ecosystem, including employer-sponsored health plans, TPAs, brokers and consultants, healthcare cost drivers, and cost-containment solutions.
Demonstrated success leading client-facing organizations accountable for retention, renewals, relationship health, client satisfaction, and revenue growth.
Experience managing large, complex, and strategically important client relationships with senior and executive stakeholders.
Experience building or transforming scalable Client Success and Strategic Account Management operating models, processes, and performance measures.
Strong commercial and financial acumen, with the ability to understand client economics, revenue performance, relationship risk, and growth opportunities.
Proven ability to use client and financial data to guide decisions, measure performance, and translate client needs into organizational priorities.
Strong executive presence and communication skills, with the ability to influence clients and internal leaders and drive alignment across Product, Operations, Revenue, Finance, Technology, and other functions.
Proven success building, developing, and leading high-performing teams through change.
US based, in a location where you can work effectively and comply with company policies such as HIPAA.
Reliable internet connection.
Adherence to company security protocols, including the use of VPNs, secure passwords, and company-approved devices/software.

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration, Marketing, Finance, or a related field; MBA or advanced degree preferred.
Experience within healthcare cost containment, payment integrity, care management, navigation, or related healthcare services.
Experience managing a portfolio that includes both large strategic accounts and a broader base of clients requiring scalable support.
Experience with client health scoring, retention analytics, net revenue retention, customer segmentation, or value realization frameworks.
Experience working within a private equity-backed, high-growth, or rapidly evolving healthcare organization.

Responsibilities

Develop and execute the strategy for the existing client portfolio, with accountability for retention, renewals, relationship health, value realization, and growth.
Identify client risk early and lead strategies to protect revenue, strengthen renewals, and deepen strategic relationships.
Drive upsell, cross-sell, and expansion opportunities across the client base.
Establish expectations for Strategic Account Plans, including client priorities, risks, growth opportunities, executive stakeholders, and measurable outcomes.
Maintain visibility into portfolio performance, including retention, revenue trends, client health, expansion opportunities, and emerging risks.
Partner with Revenue and Finance leadership on forecasting and financial planning for the existing client portfolio.
Lead the full client lifecycle, including onboarding, ongoing engagement, renewal, expansion, and advocacy.
Ensure clients understand the financial, operational, clinical, and member value Valenz delivers, where applicable.
Lead the Strategic Account Managers/Executives responsible for Valenz’s largest and most complex client relationships.
Build and maintain executive relationships with key clients and partners, serving as an executive sponsor when appropriate.
Participate directly in critical renewals, strategic business reviews, expansion discussions, and relationship interventions.
Ensure strategic client relationships increasingly reflect the breadth of Valenz capabilities, not just individual products or services.
Create clear roles, workflows, and escalation paths across Client Success, Strategic Account Management, Operations, Product, and other client-facing teams.
Build a high-performing organization through coaching, performance management, talent development, and clear accountability.
Serve as the voice of the client across Valenz, ensuring client feedback and insights inform business priorities, service delivery, and product strategy.
Establish and monitor KPIs that provide visibility into client health, retention, renewals, growth, satisfaction, and value realization.
Develop a consistent operating rhythm for portfolio reviews, retention forecasting, renewal planning, account health, expansion opportunities, and risk management.
Use client data and feedback to identify trends, anticipate risks, and prioritize areas for improvement.
Partner across Sales, Product, Operations, Finance, Marketing, and other teams to remove barriers, improve the client experience, and support retention and expansion.
Provide executive and commercial leaders with client insights that inform planning, positioning, solution development, and future growth.

Benefits

Generously subsidized company-sponsored Medical, Dental, and Vision insurance, with access to services through our own products, Healthcare Blue Book and KISx Card.
Spending account options: HSA, FSA, and DCFSA
401K with company match and immediate vesting
Flexible working environment
Generous Paid Time Off to include vacation, sick leave, and paid holidays
Employee Assistance Program that includes professional counseling, referrals, and additional services
Paid maternity and paternity leave
Pet insurance
Employee discounts on phone plans, car rentals and computers
Community giveback opportunities, including paid time off for philanthropic endeavors