Sr. Director, Client Success - Strategic Health Plans

Thank you for considering Progyny!

Progyny is looking for an entrepreneurial individual to join our dynamic and fast-paced Client Success team as the Client Success Director, Strategic Health Plans. In this role, you will collaborate with internal teams to onboard, manage, and expand Progyny’s growing portfolio of health plan customers. 

As a critical player in cultivating health plan relationships, the Client Success Director serves as a trusted advisor, understanding and advancing client strategies aligned with Progyny’s services and solutions. You will leverage your expertise in Progyny offerings to resell our value, deepen client partnerships, and provide strategic thought leadership. By delivering business insights and showcasing member outcomes, you will drive progress towards client ROI. 

What you’ll do… 

• Manage the end-to-end client lifecycle for a growing portfolio of large and small health plan clients while driving onboarding, engagement, and the demonstration of value 

• Partner with the Implementation team during handoff to Customer Success by establishing a working cadence with health plan clients, highlighting dependencies, aligning marketing plans, etc. 

• Gain a comprehensive understanding of the health plan strategy and operational model to effectively support and manage multiple employers within the health plan partnership 

• Partner with the health plan to develop measurable goals and define desired business outcomes for their relationship with Progyny. 

• Consult with clients to ensure alignment with Progyny’s Marketing Best Practices and collaborate with Progyny’s Marketing team to define and execute a comprehensive member engagement strategy that meets contractual commitments 

• Resell the value of Progyny’s services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship 

• Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs and ROI, while demonstrating a strategic command of clients’ organizational goals, structure, products, services, and markets 

• Develop payor account plans by estimating total opportunity, defining key goals and milestones, and recommending focus areas for success 

• Advocate for the needs of our customers internally, by coordinating strategy and issue resolution across teams to maintain exceptional client satisfaction scores 

About you…

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business. 

• 5+ years of experience in enterprise-level customer success/account management or roles, ideally with health plan experience  

• Experience building relationships with team members, customer stakeholders, c-level executives, and third-party organizations 

• Strong process orientation, with an ability to identify needs and execute projects that improve our Client Success practice and relationships with Health Plans 

• Understanding of data and key metrics for client success 

• Strong growth mindset and ability to influence via analytical and story-telling skills 

• Strong project management skills, ability to manage multiple clients and projects simultaneously, keeping stakeholders aligned on key deliverables and timing 

• Comfortable with small teams and adapting to ambiguous start-up environments 

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s h