Senior Director
Client Success
Posted on 8/25/2023
Rightway simplifies the healthcare experience for employers and members.
Denver, CO, USA
Experience Level
Desired Skills
Data Analysis
Sales & Account Management
  • 10+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations
  • Minimum 4+ years of experience in the healthcare, health tech, or benefits industry
  • Bachelor's Degree required
  • Experience leading and developing teams working with complex products
  • Operational excellence and ability to work cross-functionally
  • Has had primary ownership in strategic account relationships for a sustained period
  • Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical / nuanced information in an accessible and understandable manner
  • Ability to juggle several high-priority initiative at once and continuously reprioritize to ensure the most impactful work is accomplished
  • Relationship oriented, with a high degree of comfort managing external stakeholders
  • Adept at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations
  • Comfortable with ambiguity and motivated to solve complex problems with a creative, can-do mindset
  • Bias towards action
  • Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM)
  • Lead a team of high-performing Client Success Managers and Associates
  • Evolve the current client segmentation and service model for a scaling organization and manage team capacity and staffing
  • Drive and operationalize client renewal, growth (upsell / cross-sell), and retention strategies
  • Build process playbooks, tools, and templates to ensure consistency and scalability of team execution
  • Partner cross-functionally to introduce new processes that optimize internal resources, improve service quality, and enable higher volume output
  • Lead strategic account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans
  • Drive team accountability in meeting client deadlines and delivering on key initiatives, such as churn mitigation and member activation
  • Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time
  • Deepen client feedback and data-gathering and develop strategies to address gap areas
  • Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and client requests, including influencing roadmap for customizations
  • Optimize the client relationship handoff process from Implementation to CS
  • Manage all facets of CS team member onboarding, training, and growth / development
  • Oversee executive-level client relationships and facilitate involvement of Rightway's executive sponsors in key accounts
  • Drive annual planning process for CS team, including developing goal and KPI targets
  • Travel to important client meetings (e.g., kickoffs) and broker / TPA meetings as relevant