Customer Success Leader-Healthcare Navigation Solutions

Are you an expert in health domain knowledge and successful client relationships?

Amazing Opportunity and Great Place to Work!

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here.

We invite you to join our team!  Learn more at careers.alight.com. 

About the Role

The Customer Success Leader ensures the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio. They lead a client-facing team responsible for executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion.

Responsibilities

• Establishing and executing the strategic vision for Healthcare Navigation Account Management. Serving as a sponsor and trusted advisor for key client relationships, building credibility with senior client stakeholders.
• Driving client retention, satisfaction, and long-term partnership growth across the Healthcare Navigation portfolio. Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment.
• Supporting renewal and expansion strategies in partnership with renewal leader, sales, and product. Identifying opportunities to deepen client relationships and expand Healthcare Navigation solutions.
• Partnering with client teams to demonstrate value, articulate outcomes, and support contract negotiations. Maintain executive-level relationships that strengthen client confidence and retention.
• Ensuring contractual commitments, service levels, and client deliverables are consistently achieved. Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns.
• Driving client management operational excellence through governance, performance management, risk mitigation, and accountability frameworks. Leading portfolio-level management of client health, delivery performance, and strategic initiatives.
• Leading, coaching, and developing a team of Client Directors and Client Leaders. Creating a culture of accountability, client-centricity, collaboration, and continuous improvement.
• Building leadership capability and succession plans across the organization. Establishing clear performance expectations and driving execution against business objectives.
• Owning portfolio performance, including client retention, revenue preservation, and growth opportunities. Monitoring key business metrics and implementing strategies to improve client and financial performance.
• Championing initiatives that enhance the Healthcare Navigation business, client experience, and operational effectiveness. Representing Healthcare Navigation in executive, client, and enterprise forums.

Requirements

• 10+ years of progressive leadership experience in healthcare navigation, benefits administration, healthcare services, consulting, brokerage, or r