Senior Customer Success Lead
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Job Description
Senior Customer Success Lead driving member engagement and satisfaction for CloseKnit's health plan and employer partnerships. Overseeing customer success strategy, outcomes, and operational excellence from a remote position.
Responsibilities:
- Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines
- Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems
- Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy
- Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction
- Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services
- Collaborate with clinical and product teams to optimize member experience and remove barriers to care access
- Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model
- Lead initiatives to improve health equity and reach underserved member populations
- Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences
- Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams
- Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance
- Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders
- Identify trends and insights from partner feedback that inform product development and operational improvements
Requirements:
- Bachelor’s degree in healthcare administration, public health, business, or a related field.
- 8 years of experience in customer success, account management, or partnership roles within healthcare, with 2 years in a senior role.
- Deep understanding of health plan operations, value-based care models, and healthcare reimbursement structures
- Proven track record of achieving high retention rates (90%+) and driving expansion revenue in B2B healthcare settings
- Experience managing complex, multi-stakeholder relationships with health plans, TPAs, employers, or health systems
- Strong analytical skills with the ability to interpret healthcare data and translate insights into actionable strategies
- Demonstrated success building and scaling customer success teams in high-growth environments
- Exceptional communication and presentation skills, with the ability to influence at the C-suite level
- Experience working with telehealth, virtual care, or digital health platforms
Benefits:
- Competitive compensation, including equity participation
- Comprehensive benefits and flexible, virtual-first work environment
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