VP, Customer Success - Mid Market

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

The VP of Customer Success, reports to the SVP Customer Success and is responsible for leading a team and building and maintaining strong relationships with existing customers various market segments.  This role will oversee and lead our customer success teams, focusing on the development, management, and execution of business plans that ensure satisfaction and revenue growth through programs and utilization.  

A day in the life…

• Work closely with the SVP, to create strategies that continue to grow revenue and retain customers.  
• Build effective business plans to deliver on the existing contractual parameters currently in place.  Continually look for opportunities to strengthen our relationships with our customers by presenting solutions that would present ecosystem, marketing, and digital tools that would complement the program to build on stronger engagement, satisfaction, and savings.
• Effectively engage with internal partners, including sales team, operations, actuarial, legal, marketing, business development, and eco systems to facilitate the delivery of effective materials, opportunities for growth, data sets that drive compelling areas of opportunity for customer satisfaction, and to ensure appropriate relationships are fostered for risk mitigation and timely resolution
• Work closely with Accolade’s Customer Sales and Business Development teams to develop business growth plans
• Oversee executive sponsorship, scorecards, roles and responsibilities, with our operational team that highlight the health of our operational delivery or risks that need executive oversight and resolution.
• Help to facilitate the effective handoff of sales to implementation to ongoing customer management and build the appropriate infrastructure to ensure customer success
  • Lead efforts with the customer success teams that showcases the health of the relationship across many fronts including:Scorecard development and oversight
  • Relationship ties, including at the executive levels
  • Business growth opportunities
  • Operational delivery
  • Actuarial/savings achievement
  • Event planning
• Define what is needed across existing Accolade teams to support this strategy, including in sales, marketing, IT, and operations. Assess their readiness to support enterprise-level requirements and work with their leaders to execute on the strategy.
• Communicate professionally and at multiple levels within the client’s organization; anticipate customer needs and correspond proactively.
• Lead and develop a large team to ensure personal and business success

What we are looking for…

• Bachelor’s degree in related field (Accounting, Finance, Marketing, Business Management) or equivalent combination of education/experience
• Minimum 10 years of experience, preferably working with healthcare companies
• Proven success in business-to-business sales experience at C-level
• Excellent financial/analytical skills with strong business acumen
• Ability to travel (travel up to ~30%)
• Background in the healthcare space preferably in consulting, customer, and/or a healthcare company supporting Health Plans
• Experience working with large, complex organizations

• Demonstrated collaboration, project management, problem-solving, quantitative and qualitative analysis skills
• Strong understanding of software implementation process
• Strong critical thinking skills with an ability to creatively develop solutions that address client needs
• Highly knowledgeable about healthcare landscape and current trends in healthcare
• Genuine passion for and commitment to the transformation of healthcare delivery
• Ability to work in complex matrix organizations and drive deep relationships with all stakeholders to deliver results.
• Demonstrated success in retention of customers.

Hiring Range

$210500-$245600