Client Success Director - Health Plans

About the Role: 

Brightline brings virtual behavioral and mental health care to families, when and where they need it. We are seeking an exceptional Client Success Director to manage a portfolio of health plans, developing long-term relationships and managing day-to-day activities. This role is vital in building strong relationships with our enterprise health plans and driving awareness of and engagement with Brightline across their eligible membership. Member engagement is ultimately what drives success for plans, employers, providers, and members, which is why Client Success has such a direct and meaningful impact on this core aspect of our business. The ideal candidate possesses a successful track record in Client Success, working directly with health plans. 

As a member of the Client Success team, you’ll help shape the strategy aimed at ensuring the long-term success of Brightline’s health plan and employer clients and help countless numbers of children, teens, and their families along the way.

Why You Are Excited About Us: 

This is a 100% remote role and will have the exciting opportunity to work directly with and build strong relationships and operational excellence with Brightline’s major national and regional health plans and additional partners.

• Relationship-building: 

  • Able to build relationships as a trusted and respected thought partner with multiple stakeholders (health plan, employers, consultant, and other vendor partners) at all levels of the organization, from C-level and senior executives to departmental leaders and individual contributors

  • Ensure 100% client retention, satisfaction, and reference-ability for your health plans 

• Long-term client management: 

  • Day-to-day operational execution

  • Proactive identification and management of key risk areas

  • Developing and delivering strategic business reviews

  • Escalation management end-to-end

• Maximizing client value: 

  • Achieve targeted growth objectives for your health plans and generate referrals, sales references, and public-speaking opportunities from your health plans in line with quarterly goals

  • Ensure health plan portfolio ASO employers are reaching activation targets and clinical outcomes, and partner with health plan to get low performing clients back on track

  • Partner with commercial team on health plan sales training and pipeline management

  • Work with commercial leadership on refining contract structures as needed to maximize value for the plan and its clients and Brightline

• Project management: 

  • Manage internal executive and other departmental client updates along with appropriate risk identification and issue resolution tactics

  • Manage multiple complex projects in a timely manner, ensuring expectations are properly set and all success criteria are met

  • Collaborate and build close relationships with with internal teams (sales, account managers, CSMs, product/eng managers, member support, clinical teams, and others) on complex client projects

  • Demonstrate expertise at health plan risk identification and remediation/resolution

• Product knowledge:

  • Be a subject matter expert on our product, knowing the specifics and functionalities and understanding common use cases and best practices and being able to confidently answer questions and present solutions to clients.

Why We Are Excited About You:

• 10+ years of experience in client management with health plans with a deep understanding of the healthcare ecosystem and pediatric mental health

• 6+ years of experience in digital health/healthcare, with a mixture of experience with both health plans strongly preferred

• Experience in a high-growth, venture-backed environment strongly preferred

• Ability to lead cross-functionally, including with marketing, operations, product, engineering, clinical, and finance

• Strong presentation skills with the ability to craft a compelling story and value proposition

• Passion for our mission to redefine behavioral health for children and their families

• An understanding of the behavioral and mental health space and an innovative mindset to deliver exceptional, differentiated offerings 

• Exceptional skills in collaboration with internal and external teams and partners

• Outstanding written and verbal communication to influence and inspire teammates

• Experience with Gainsight or another client success platform pre