Overview

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How You Can Make a Difference

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.

Leading approximately 250 team members through directors and senior leaders, the Vice President owns the service experience for approximately 5,000 clients representing approximately 80% of the company’s client revenue. The role sets the strategic direction for Client Success, allocates resources across client segments and service functions, and establishes the operating policies, performance standards, department technology (AI) roadmap and management practices required to deliver sustainable business results.

The Vice President is accountable for measurable improvements in client health, retention, renewal readiness, service performance, escalation management, cost to serve, workforce capacity, and organizational effectiveness. The role champions the use of data, automation, and AI to predict client risk, reduce friction, improve productivity, and enable more proactive and personalized client engagement. The role partners across Commercial, Implementation, Product and Technology, Customer Experience, Finance, and Operations to resolve systemic issues and deliver a seamless, digital-first, and measurement-led client experience.

** This is a remote role with a travel expectation of 25 - 30% **

Success in this role will be demonstrated through:

Improved client retention, renewal readiness, and revenue protection

Stronger Client NPS, Client Health Index, and executive relationships

Improved SLA attainment, escalation resolution, and defect prevention

Reduced cost to serve and improved workforce productivity and capacity

A scalable, digital-first, and measurement-led service model

Strong leadership performance, succession depth, and organizational engagement

Effective cross-functional execution and resolution of systemic client issues

Clear executive visibility into performance, risk, investment needs, and results

What You’ll be Doing

Strategy and business leadership

Establish and execute the multiyear Client Success strategy, annual operating plan, and performance priorities in alignment with corporate objectives.

Determine organizational, financial, workforce, and technology, data, and AI investments required 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 clear recommendations regarding client trends, business risks, investment priorities, and strategic opportunities.

Technology, data, and AI leadership

Establish the technology, data, automation, and AI vision for Client Success in support of the broader business strategy. Establish success measures and governance for these investments.

Apply predictive analytics and AI to identify emerging client risks, service issues, renewal concerns, and opportunities for proactive intervention.

Use AI and automation to eliminate administrative work, reduce service friction, improve workforce productivity, and increase the capacity availabel for strategic client engagement.

Enable more proactive and personalized client experiences through real-time insights, recommended actions, and consistent engagement practices.

Partner wtih Product & Technology, Data & Analytics, and other internal teams to prioritize and responbsibly implement technology & AI capabilities.

Ensure leaders and team members have the capabilities, training, and change support needed to adopt new technology and integrate AI-enabled practices into their daily work.

Client and commercial outcomes

Own outcomes across onboarding transitions, steady-state service, executive relationships, renewals, retention, and account-growth enablement.

Use client data, predictive insights, and AI-enabled risk signals to identify concerns earlier 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.

Operating model and service performance

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 enhance & simplify the client and team member experience, 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.

Financial and resource stewardship

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.

Organizational leadership

Lead and develop directors and senior leaders accountable for distinct client segments, products, and service functions.

Establish 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.

Enterprise partnership

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 that address systemic issues affecting client value, retention, service delivery, cost, or risk.

What You’ll Need to be Successful

Education and Experience:

Bachelor’s Degree or equivalent relevant work experience required, Master’s degree preferred.

15+ years of progressive leadership experience in Client Success, Account Managment, service delivery, operations, or a related function within healthcare, benefits administration, financial services, or another complex regulated industry.

8+ years leading large, complex, multi-layer 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.

Specialized Knowledge, Skills, and Abilities:

Understanding in Consumer-Driven Benefits (HSA, FSA, COBRA, Commuter, etc.) 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 & AI capabilities into practical business use cases, measurable value, sustainable adoption, and responsible operating practices.

Strong analytical mindset with the ability to use data to guide decisions and performance management and 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 (e.g., 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 in growing fast-paced, high impact teams.

Passion for operational excellence and process improvement.

Demonstrated success in driving operational improvements and delivering high client satisfaction in a fast-paced, matrixed environment.

Salary Range