Director, Client Success – Health Plan Partnerships
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Job Description
Director owning executive health plan relationships, renewals, retention, and growth for AccessHope’s remote cancer-support services. Leading Client Success teams and complex cross-functional client delivery.
Responsibilities:
- Serves as the primary relationship owner for an assigned portfolio of health plan accounts, holding end-to-end accountability for account health, strategy, and outcomes.
- Builds knowledge of clients’ business priorities, goals, definitions of success, and decision-making dynamics, and develops relationships across key stakeholders.
- Maintains a point of view on account health using performance data and relationship intelligence, anticipating risks, needs, stakeholder changes, and renewal concerns.
- Leads Quarterly and Annual Business Reviews and strategic planning sessions with AccessHope executives.
- Owns renewal planning and contract execution for assigned accounts.
- Performs quantitative account analysis, interpreting revenue trends and account trajectory to assess risk and inform account planning.
- Turns utilization, outcomes, and financial data into clear narratives of account performance and value.
- Identifies performance gaps and leads actions to improve utilization, engagement, or client experience.
- Serves as escalation point for complex or high-risk client situations and owns communication through resolution.
- Leads RFP/RFI responses critical to retaining and growing client business.
- Manages Client Success professionals, including hiring, onboarding, performance management, coaching, and development.
- Builds team capacity and coverage models for a growing book of business.
- Develops the team’s strategic Client Success capabilities.
- Coordinates responses to client needs across implementation, clinical, reporting, product, operations, and commercial teams.
- Represents AccessHope’s value proposition at client forums, partner events, and industry conferences.
Requirements:
- Bachelor’s degree in business, communications, health related field or similar field of study.
- 10 years of experience plus min experience may substitute for minimum education requirement
- 10+ years of relevant experience across health care benefits consulting, an employer-facing health care product or solution organization, or a health plan serving large-market commercial organizations, with demonstrated progression into leadership responsibilities.
- Demonstrated experience owning executive-level client or partner relationships, including leading business reviews and renewal cycles for complex accounts.
- Direct people management experience, including hiring, coaching, and performance management.
- Demonstrated experience leading or contributing significantly to competitive RFP/RFI processes.
- Must be authorized to work in the U.S. without the need for current or future employer-sponsored work authorization.
- Must have reliable internet service to support work from home requirements, daily tasks, and video meetings.
- Must be online and available during normal scheduled work hours.
Benefits:
- Medical, Dental, and Vision Coverage
- 401(k) Plan with Employer Match
- Paid Time Off (PTO)
- Parental Leave
- Short-Term Disability
- Voluntary Benefits (e.g., life insurance, additional coverage options)
- Remote work schedule
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