Director, Care Navigation Client Success

Summary

Join Rightway's growing Client Success team as Director, Client Success, leading the team in ensuring client retention, satisfaction, and growth within the care navigation line of business. Collaborate with various departments to meet client needs and maximize the impact of the CS function. Develop and execute CS strategies, optimize operational processes, and create playbooks and best practices. Oversee key client relationships, serving as a point of escalation for issue resolution. The ideal candidate is relationship-oriented, operationally adept, and committed to exceeding client expectations. Lead a high-performing team, manage client relationships, and drive strategic account planning.

Requirements

• 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)

Responsibilities

• 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

Benefits

$150,000-$180,000/yr