Senior Customer Success Vendor Manager

Senior Customer Success Vendor Manager

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking an experienced and strategic Senior Customer Success Vendor Manager to lead our vendor management function and oversee a team of Vendor Leads responsible for the day-to-day management of vendor relationships. This is a senior leadership role with enterprise-wide accountability for the performance, governance, and strategic direction of our full vendor ecosystem, ensuring every partnership delivers maximum value, meets performance expectations, and aligns with organizational goals. The ideal candidate is a collaborative and results-driven leader with deep experience in vendor governance, contract management, and operational excellence, along with a track record of influencing senior stakeholders and shaping strategy at scale. This role will be a key architect of our vendor strategy, driving continuous improvement and ensuring our vendor ecosystem supports the company's growth and service excellence objectives as we scale.

Requirements

Key Responsibilities

Leadership & Oversight

Lead, mentor, and develop a team of Vendor Leads responsible for managing vendor relationships, performance, and compliance, building bench strength for future growth.

Set clear performance objectives, KPIs, and accountability frameworks for the vendor management team, and own the team's overall operating rhythm.

Foster a culture of collaboration, continuous improvement, and professional development, serving as a mentor and escalation point for the broader vendor management function.

Vendor Strategy & Governance

Own and evolve the organization's enterprise-wide vendor management strategy, ensuring alignment with corporate objectives and budgetary goals.

Establish and continuously refine governance frameworks to ensure consistent evaluation, selection, and onboarding of vendors across a growing portfolio.

Partner directly with executive leadership and key stakeholders to identify strategic vendor opportunities, cost optimization initiatives, and long-term ecosystem planning.

Contract & Relationship Management

Lead complex, high-value contract negotiations and renewals, ensuring favorable terms, risk mitigation, and compliance with organizational policies.

Serve as the senior escalation point for high-impact vendor issues, disputes, and performance challenges, exercising sound judgment under pressure.

Build and maintain strong executive-level relationships with key vendor partners to drive collaboration, innovation, and long-term strategic value.

Performance & Risk Management

Oversee performance scorecards and metrics across all vendors, ensuring accountability to service-level agreements (SLAs) and key performance indicators (KPIs).

Proactively identify systemic risks within the vendor ecosystem and develop mitigation or contingency strategies at an organizational level.

Ensure all vendor engagements adhere to legal, financial, and regulatory requirements, and represent vendor risk posture to senior leadership.

Cross-Functional Collaboration

Collaborate with internal training, leadership, procurement, finance, and operations teams to ensure vendor support aligns with business priorities.

Communicate vendor performance insights and strategic recommendations directly to senior leadership and executive stakeholders.

Champion process improvements and digital solutions that enhance vendor visibility, reporting, and performance management across the organization.

Qualifications

Education: Bachelor's degree in Business Administration, Healthcare, or a related field required; MBA strongly preferred.

8+ years of experience in vendor management, procurement, or supplier governance, including 4+ years in a senior leadership or management role.

Proven track record leading teams and managers, negotiating large-scale and high-complexity contracts, and overseeing multi-million-dollar vendor portfolios.

Demonstrated ability to influence and advise senior and executive stakeholders, with strong strategic planning, analytical, and communication skills.

Proficiency in vendor management systems, procurement tools, and performance dashboards, with experience scaling these capabilities across an organization.

Work Environment

Location: Hybrid (Columbus, OH)

Schedule: Full-time

May require additional availability or flexibility for escalations.

Regular meetings with teams, departments, and senior leadership to ensure alignment.

Employment Classification

Status: Full-time FLSA: Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.