Vice President of Client Success

The Vice President of Client Success will build and lead two functions—Onboarding and Client Success—creating the teams and processes that move clients from signed agreement through go-live and ongoing support. This leader owns retention, NPS, reporting, timely inquiry resolution, and strategic support, partnering across the organization to deliver results and handing qualified growth opportunities to Strategic Account Sales Expansion.

The ideal candidate is a hands-on, process-driven healthcare leader with TPA, self-insured employer, or payer experience who brings urgency, executive presence, operational discipline, and the ability to turn client needs into action.

Primary Responsibilities:

• Build a high-performing Client Success team with clear roles, accountability, and the capabilities needed to create and execute a scalable operating model.
• Build the Onboarding function to translate signed agreements into clear implementation requirements, validate that scope and expectations are understood across teams, and ensure the solution delivered at go-live matches what was sold.
• Lead Client Success in coordinating client inquiries, reporting, insights, cross-functional follow-through, and timely issue resolution, while building deep knowledge of the company’s products, functionality, and limitations to set accurate client expectations and align needs with the right solution.
• Create and document scalable workflows, service standards, ownership, escalation paths, and cross-functional operating routines for Onboarding and Client Success.
• Define and use KPIs to manage team performance, client health, service responsiveness, retention risk, and corrective action.
• Use client feedback and performance trends to improve onboarding, service responsiveness, retention, and team effectiveness.
• Hand qualified growth opportunities to Strategic Account Sales Expansion for follow-up and execution.

 Qualifications:

• 10+ years in client success, account management, or related healthcare leadership roles.
• Healthcare experience required; cost containment experience and work with self-insured employers, payers, or brokers preferred.
• Demonstrated ability to master complex products and services, translate functionality and limitations for clients, and hold internal teams accountable for delivering against contracted scope and expectations.
• Experience building client-facing teams, operating models, documented workflows, and KPI frameworks from the ground up.
• A hands-on leader experienced in rapid change, performance improvement, organizational and talent development, process building, and timely issue resolution.
• Strong business acumen and the ability to connect client priorities with operational, financial, and growth outcomes.
• Executive presence and clear communication with senior clients, internal leaders, and cross-functional partners, with the ability to build alignment and accountability across teams.