Director, Health Plan Customer Success
United StatesFull-TimeDirector
Salary187,810 - 295,130 USD per year total compensation
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Job Details
- Required Skills
- Data AnalysisPeople ManagementAccount ManagementCustomer Success
Requirements
- Prior people leadership experience: coaching, talent development, and performance management.
- Commercial accountability mindset: focus on retention and expansion outcomes.
- Strong analytical and critical thinking foundation: ability to reason from facts/data and communicate clearly.
- High initiative and sound judgment: proactive approach and cross-functional influence.
- Experience working with, within, or in service of health plans, payors, or health systems.
- AI fluency: ability to use AI for productivity (minimum Level 1).
Responsibilities
- Own GRR and NRR across the health plan segment, partnering with Sword's Health Plans commercial team on renewals and new account integration.
- Lead a team of approximately eight Health Plan CSMs and Advisors to the highest performance standards.
- Serve as the executive relationship owner with health plan stakeholders, including medical directors, VP Contracting, and network leadership.
- Evolve the health plan CS operating model, maturing account management, renewals, and client reviews.
- Drive cross-functional collaboration with Product, GMs, Implementation, and Clinical.
- Translate member outcomes and program performance into business-impact narratives.
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