Head of Customer Success

We are seeking a transformational Vice President, Head of Customer Success to architect and lead a world-class client organization that fuels long-term retention, meaningful expansion, and exceptional client advocacy across our base of health plans, PBMs, and risk-bearing provider organizations. Reporting to the Chief Commercial Officer and serving on the Commercial leadership team, this leader will champion a culture of customer-centricity, transparency, and continuous improvement - shaping the strategy, operating model, and performance culture that ensures every client achieves measurable clinical, quality, and financial value, and that their members see real improvements in health. This is both a builder's role and a steward's role. As we scale rapidly, you will build and grow the team, processes, and playbooks required to support a fast-growing book of business, while personally serving as a trusted advisor to our most senior client stakeholders. You will be the internal champion for the voice of the customer alongside Sales - the connective tissue across Product, Clinical, and Operations - and the external face of the company to the executives who renew, expand, and advocate for our partnership. Requirements 12+ years of leadership experience in client success, customer success, strategic accounts, or post-sales leadership in a high-growth technology or digital health environment, including significant time at a senior/executive level. Demonstrated experience scaling or transforming a Customer Success organization at a more scaled, high-growth company, operating with the processes, rigor, and complexity that come with scale. Proven ability to materially improve client health, gross retention, and expansion outcomes - driving the value realization and risk mitigation that underpin renewals owned by Sales - with specific, measurable results. Experience building and leading teams of meaningful size - hiring, developing, and retaining managers and individual contributors through a period of growth. Working knowledge of the healthcare ecosystem - payers, providers, value-based care, and the quality and cost dynamics clients are accountable to. Direct experience serving health plans, PBMs, or risk-bearing providers strongly preferred. A track record as a trusted advisor to senior client stakeholders, able to communicate product value and translate client goals into measurable outcomes. Experience operating in a model where Customer Success partners with a separate Sales/Renewals function - able to drive retention and expansion through influence, value, and tight cross-functional partnership. Strong ability to think strategically and operationally: define vision, build scalable processes, then execute, measure, and iterate. Strong financial acumen; able to forecast client health, at-risk revenue, and expansion potential with accuracy. Executive-level presence and communication, with the ability to influence across C-suite stakeholders. A data-driven mindset and comfort with customer success platforms, CRM, and analytics tooling to track health, risk, and growth. Excellent people-leadership skills, with the ability to recruit, coach, and develop a high-performing team and build culture. A mission-driven mindset and genuine affinity for healthcare and improving member outcomes. Core Competencies Demonstrates extensive leadership in Customer Success, with a focus on building and scaling teams, driving client retention and expansion, and fostering a culture of customer-centricity within the healthcare ecosystem. Proven ability to influence C-suite stakeholders and deliver measurable outcomes through strategic vision and operational execution. Highest-signal resume keywords Customer Success Leadership Healthcare Ecosystem Knowledge Client Retention and Expansion Team Building and Development Strategic and Operational Thinking #J-18808-Ljbffr