Customer Success Lead

Job Description Summary

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We’re reimagining how we deliver and pay for health care. Castlight Health has created the first combined, tech-enabled navigation platform and primary care model delivering value-based care. We’re uniting the richest data with powerful technology and the most advanced primary care model available today to provide people with an exceptional experience, better access to information and services, and a lower total cost of care

We are seeking a Customer Success Lead to join our Customer Success team focused on our most important clients. These accounts leverage both our digital and advanced primary care (APC) capabilities.

This role leads the strategy for Customer Success plan renewals and growth identification aligning closely with sales, data & analytics, and our executive team. An ideal candidate has a strong healthcare background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to build trusting relationships at the C-Suite and day to day contact levels. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

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How will you make an impact & Requirements

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Your Impact

• Lead strategic management of assigned accounts, driving customer satisfaction and optimizing total cost of care outcomes.

• Develop executive relationships in conjunction with executive sponsor and address and resolve customer-blocking issues in collaboration with internal partners

• Proactively identify and mitigate risks for high-priority customers, aligning internal stakeholders, including executive sponsors.

• Develop comprehensive renewal strategies, ensuring clear demonstration of value from digital and advanced primary care capabilities.

• Work collaboratively with peers to identify and capitalize on growth opportunities through additional services and ecosystem partnerships.

• Leverage understanding of the Voice of the Customer to influence product development and enhancements across Commercial, Medicare, and Medicaid markets.

• Oversee key performance indicators, such as Customer Health Scores and retention metrics, to drive long-term customer success and satisfaction.

Minimum Requirements

• BS in Business or Healthcare Administration, MBA preferred

• Possess a minimum of 8+ years in client-facing  leadership roles with direct experience in , value based care and health plans.

• Experience with benefits consultants and health benefits ecosystems.

• Experience with Large/Complex Customers

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Demonstrate excellent presence and communication skills at all levels of the client organization

• Strong leadership, strategic thinking, and problem-solving skills

• Ability to thrive in a collaborative, high-growth environment.

• Passion for changing healthcare.

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Compensation Range:

$108,466.00

to

$162,698.00

 

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.