AVP, Customer Success and Delivery

Help Us Shape the Future of Healthcare   At League, we’re big on building connections - both through our product and with each other. Our platform is consumer centric, personalized and always on. We’re reimagining the health benefits experience to give people a more consumer-centric way to manage their health: immediate, seamless, and tailored to their unique needs. It’s a front door to healthcare that empowers people to live healthier, happier lives. Every day.

As the Principal/AVP, Customer Success and Delivery you will be the voice of the customer within League. You will oversee all things customer success related including account management, onboarding, adoption, advocacy, delivery and retention. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with League and become passionate advocates for our brand. Reporting into the VP, Customer Success and Delivery, you will help with professional development and mentor CS team members with an opportunity to manage other CS team members. 

In this role, you are expected to:

• Own a book of Platform level business and drive client relationships through a team-based approach throughout the entire customer lifecycle
• Manage the service delivery during implementation with flawless execution and communication
• Champion programs to optimize customer satisfaction, measured by Net Promoter Score (NPS), customer and member engagement methodologies, member satisfaction, and build referenceable customers 
• Execute on our engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives
• Measure against our objectives and KPIs
• Support the VP of CS, by  helping recruit, attract and retain a team of customer success and delivery professionals
• Report out and escalate to leadership and key stakeholders when appropriate 
• Develop a strong network of relationships among peers, partners, customers, and other key stakeholders
• Cross departmental collaboration with growth, implementation, product, engineering and operations teams
• BE AN OWNER
• BE A KEEPER OF THE CULTURE

 

About you:

• Minimum of 8 years relevant experience in business operations, management consulting and/or a SaaS company. Digital Healthcare experience is a plus. 
• Deep understanding of the payor(payer) space and experience working with large payors/brokers/carriers/ben administration. Minimum 5 years.
• Leadership experience, with 3+ years at management / director+ level
• Maximizes technology system capabilities by studying technical applications and making recommendations
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications (both digital health and tech), and participating in professional societies.
• Account Management or Customer Success experience at the Platform level with multi-million dollar ARR BoB. 
• Strong leadership skills and a drive to make a large impact on the company and the customers
• Strong business acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models
• Results-oriented individual with a history of setting and attaining goals and meeting aggressive timelines
• Confident, capable, enthusiastic self-starter with minimal need for direction
• Passion for data, analytics, and process: ability and desire to dive into data to understand metrics
• BA or BS degree or equivalent experience is required
• MBA or equivalent preferred

USA APPLICANTS ONLY: The US-specific compensation range below for this full-time position is exclusive of  bonus, equity and benefits. This range reflects the minimum and maximum target for base salaries for the position across all US locations. Where in the band you may land is determined by job-related skills/experience and location. Your recruiter can share more about the specific salary range for your location during the hiring process.Compensation range for USA applicants only$169,637—$254,456 USDAt League, everyone is welcome. We believe individuals should not be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you are an individual in need of assistance at any time during our recruitment process, please contact us at re