Vice President, Client Success

Collective Health•Plano, TX

12h•$209,000 - $326,500•Hybrid

About The Position

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. At Collective Health, Client Success plays a pivotal role in shaping our client interactions and fostering strong relationships. We are seeking a strategic and experienced leader to rapidly scale and lead our Client Success team. In this role, you will engage directly with post-sale clients, consultants, and brokers, collaborating across functions to design and deliver exceptional experiences for employers. Reporting to the Chief Revenue Officer, you will be a critical member of the Collective Health leadership team, collaborating across all functions in the company to deliver a world class experience at scale.

Requirements

15+ years in account management/client success (10+ years of leadership experience)
Strong knowledge of healthcare administration, benefits, insurance, technology, or related domains.
Comprehensive expertise in product positioning, sales, and integrations.
Experience and proven success in scaling client success organizations.
Proven customer experience management across stakeholders.
Lead the organization in leveraging data analysis to drive strategic decisions, fostering a culture of excellence across teams.
Strong leadership, strategic thinking, and problem-solving skills.
Experience with benefits consultants and health benefits ecosystem.
Excellent communication and relationship-building skills.
Ability to thrive in a collaborative, startup environment.
Passion for changing healthcare.

Responsibilities

Lead the Client Success organization, including Directors and Strategic Account Executives, to drive engagement and high performance while managing the full client lifecycle post implementation, including annual renewals and upselling products.
Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with senior leadership.
Represent Client Success and our clients, as needed, in quarterly board meetings and externally at conferences and industry events.
De-escalate and resolve complex client situations both internally and externally, while providing feedback to product, member services and marketing teams for continuous improvement of the company’s products and service offerings.
Work cross functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy and reporting strategy
Evaluate existing client success operations and drive improvements to processes, metrics, and performance.
Partner with Sales Leadership to develop strategies and goals around upsells and renewals resulting in a positive impact to customer lifetime value
Inspire and mentor a team of Client Success members, ensuring the team is prepared to deliver results as we scale the business year over year.
Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service
Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
Promote culture of learning and continuous improvement
Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services