VP Client Success

HealthEquity•Remote,

3h•$193,500 - $256,000•Remote

About The Position

The Vice President, Client Success is accountable for the strategy, operating model, financial performance, technology enablement, organizational capability, and client outcomes of HealthEquity’s mid-market and enterprise Client Success organization. The role leads approximately 250 team members through directors and senior leaders and owns the service experience for approximately 5,000 clients, representing approximately 80% of the company’s client revenue. The Vice President sets strategic direction, allocates resources across client segments and service functions, and establishes operating policies, performance standards, technology and AI roadmaps, and management practices to deliver sustainable results. The role is accountable for improvements in client health, retention, renewal readiness, service performance, escalation management, cost to serve, workforce capacity, and organizational effectiveness. It champions data, automation, and AI to predict risk, reduce friction, improve productivity, and support proactive, personalized engagement. The position partners across Commercial, Implementation, Product and Technology, Customer Experience, Finance, and Operations to resolve systemic issues and deliver a seamless, digital-first, measurement-led client experience. This is a remote role with an expected travel commitment of 25–30%. Success is measured by improved retention and renewal readiness; stronger client satisfaction, health, and executive relationships; better service performance and issue resolution; lower cost to serve and stronger workforce productivity; a scalable digital-first service model; effective leadership and succession; successful cross-functional execution; and clear executive visibility into results and risks.

Requirements

Bachelor’s degree or equivalent relevant work experience required.
15+ years of progressive leadership experience in Client Success, Account Management, service delivery, operations, or a related function within healthcare, benefits administration, financial services, or another complex regulated industry.
8+ years leading large, complex, multilayer organizations through directors or senior leaders.
Demonstrated success establishing and executing a business-unit or enterprise functional strategy.
Proven success leading large-scale operating-model, service-delivery, digital, or organizational transformation.
Demonstrated experience using technology, data, automation, and AI to improve client outcomes, predict risk, increase workforce productivity, and transform service-delivery models.
Experience supporting large or complex clients and building relationships with executive clients, brokers, consultants, and partners.
Understanding of consumer-directed benefits, including HSA, FSA, COBRA, and Commuter, and the regulatory frameworks that govern them.
Strong business and financial acumen, including budgeting, forecasting, workforce planning, capacity management, and cost-to-serve analysis.
Executive-level communication, judgment, influence, and decision-making capabilities.
Demonstrated ability to deliver measurable improvements in client experience, retention, operational performance, and financial results.
Strong knowledge of client lifecycle management, including onboarding transitions, ongoing service, executive relationships, renewals, retention, and escalations.
Ability to translate emerging technology and AI capabilities into practical business use cases, measurable value, sustainable adoption, and responsible operating practices.
Strong analytical mindset and ability to use data to guide decisions and performance management, with demonstrated experience implementing KPIs and reporting tools.
Experience working with large employer clients, brokers, and third-party administrators.
Familiarity with benefits administration platforms, CRM tools such as Salesforce, and issue management systems.
Proven ability to lead cross-functional initiatives and deliver outcomes in a highly collaborative environment.
Experience leading other leaders and prior success growing fast-paced, high-impact teams.
Passion for operational excellence and process improvement.
Demonstrated success driving operational improvements and delivering high client satisfaction in a fast-paced, matrixed environment.

Nice To Haves

Master’s degree preferred.

Responsibilities

Establish and execute the multiyear Client Success strategy, annual operating plan, and performance priorities in alignment with corporate objectives.
Determine the organizational, financial, workforce, technology, data, and AI investments needed to achieve business goals.
Anticipate changes in client expectations, market conditions, technology, and regulation, and evolve the Client Success model accordingly.
Provide executive leadership with recommendations about client trends, business risks, investment priorities, and strategic opportunities.
Set the technology, data, automation, and AI vision for Client Success, including success measures and investment governance.
Apply predictive analytics and AI to identify emerging client risks, service issues, renewal concerns, and opportunities for proactive intervention.
Use AI and automation to reduce administrative work and service friction, improve workforce productivity, and increase capacity for strategic client engagement.
Enable proactive and personalized client experiences through real-time insights, recommended actions, and consistent engagement practices.
Partner with Product and Technology, Data and Analytics, and other internal teams to prioritize and responsibly implement technology and AI capabilities.
Ensure leaders and team members have the capabilities, training, and change support needed to adopt technology and AI-enabled practices.
Own outcomes across onboarding transitions, ongoing service, executive relationships, renewals, retention, and account-growth enablement.
Use client data, predictive insights, and AI-enabled risk signals to identify concerns early and initiate proactive interventions.
Establish differentiated service models based on client complexity, value, risk, and growth opportunity.
Strengthen executive relationships with strategic clients, brokers, consultants, and partners.
Lead resolution of high-risk issues that may materially affect client relationships, revenue, financial exposure, or company reputation.
Align service performance with client value, renewal readiness, retention, and commercial objectives.
Design and scale the Client Success operating model, including service segmentation, organizational structure, role clarity, decision rights, playbooks, technology enablement, and management routines.
Establish enterprise standards for service quality, SLAs, performance guarantees, escalation management, root-cause analysis, and defect prevention.
Sponsor digital enablement, automation, AI, self-service, and process improvements that simplify client and team-member experiences, reduce manual work, and prevent avoidable service demand.
Establish executive scorecards and business reviews covering client health, retention, service performance, capacity, productivity, financial results, predictive risk insights, and organizational health.
Own the Client Success operating budget, forecast, workforce plan, technology investment priorities, and cost-to-serve strategy.
Allocate financial, workforce, and technology resources across client segments and service functions.
Balance client value, service quality, compliance, workforce sustainability, risk, and financial performance when making investment decisions.
Translate operating improvements into measurable productivity gains, cost savings, reduced exposure, improved retention, and protected revenue.
Lead and develop directors and senior leaders responsible for client segments, products, and service functions.
Set leadership expectations and accountability for client, operational, financial, talent, and organizational outcomes.
Ensure the organization has the appropriate structure, leadership capabilities, succession depth, and workforce capacity to execute its strategy.
Build a high-performance culture grounded in client focus, accountability, data-driven decision-making, collaboration, and continuous improvement.
Establish shared priorities and accountability across Client Success, Commercial, Implementation, Product and Technology, Customer Experience, Finance, and Operations.
Resolve cross-functional tradeoffs and influence enterprise priorities affecting client outcomes.
Use client insights and service-performance data to shape product, technology, process, and policy decisions.
Lead enterprise initiatives addressing systemic issues affecting client value, retention, service delivery, cost, or risk.