Director, Care Navigation Client Success

ABOUT THE ROLE:

The Director, Client Success, will lead Rightway’s growing Client Success (CS) team within the care navigation line of business and will be responsible for the overall retention, satisfaction, and growth of the book of business. This person will work closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and others to meet client needs and ensure maximum impact and effectiveness of the CS function. 

Accountabilities will include developing CS goals and executing strategy, optimizing operational processes, developing playbooks and best practices, and leading a high-performing team. This person will also oversee and guide key client relationships and serve as a point of escalation, driving issue resolution internally and externally.

The ideal candidate will be relationship-oriented, operationally adept, outcomes-minded, poised under pressure, and willing to get hands-on to ensure we not only meet but exceed client expectations. The candidate will also be operationally adept with demonstrated ability to develop processes, establish cross-functional workflows, and address operational/procedural issues.

WHAT YOU’LL DO:

• Lead a team of high-performing Client Success Managers
• 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 the 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 results in expanded relationships over time 
• Deepen client feedback and data-gathering to develop strategies to address gap areas
• Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc., on strategic initiatives and client requests, including influencing the roadmap for customizations and negotiating internally to drive prioritization of client-facing initiatives
• 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
• Support the 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

WHO YOU ARE:

• 5+ 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 the 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 initiatives 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)

 

SALARY (BEFORE COMMISSION POTENTIAL):  

$150,000-$180,000/yr

Offer amounts for both remote and in office roles are influenced by geographic location.

 

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We wil