[Hiring] Client Success Director @Abacus Insights

Role Description

The Client Success Director is a high‑impact role designed for a leader who thrives on ownership and accountability. You are the single, accountable owner for a portfolio of healthcare clients, with end‑to‑end responsibility for client outcomes and the overall P&L health of your portfolio.

• This is an individual contributor role that operates at a General Manager level.
• Accountability is not shared or escalated—you are the owner of results.
• You drive meaningful business results including retention, growth, and measurable value delivered through Abacus solutions.
• You serve as both the voice of the customer inside Abacus and the face of Abacus to your clients.
• You build deep, trust‑based relationships with C‑suite and senior executives.
• You anticipate client needs and proactively identify expansion opportunities.
• Success requires leading through influence, mobilizing cross‑functional teams to deliver exceptional outcomes.
• This role is ideal for a builder and business owner at heart—energized by complexity, ambiguity, and pace.

What You Are Accountable For

• Client Outcomes, Not Activities: Own the results your clients achieve with the Abacus platform — retention, satisfaction, and measurable business value.
• Executive Relationships & Trust: Build and sustain C-suite and VP-level relationships with your clients.
• Portfolio Growth: Identify whitespace and connect client needs to expansion opportunities.
• Proactive Risk Management: Anticipate risks before they surface and drive resolution across teams.
• Cross-Functional Influence: Mobilize teams to deliver for your clients without direct authority.
• Voice of the Customer: Translate client needs into actionable insight for internal teams.
• Client Satisfaction & Loyalty: Maintain high levels of client satisfaction and create an environment for partnership expansion.
• Escalation Ownership: Be the single point of accountability for all client escalations.

Qualifications

• Minimum 10 years of experience in senior, client‑facing roles across SaaS, professional services, or healthcare technology.
• Demonstrated portfolio or P&L accountability.
• Executive presence and communication skills.
• Proven ability to lead through influence in complex environments.
• Strong financial acumen and risk management instincts.
• Healthcare payer domain expertise.
• SaaS and data platform fluency.
• Bachelor’s degree in Healthcare Administration, Computer Science, Business, Analytics, or equivalent relevant professional experience.
• Willingness to travel approximately 5–10% to client locations.

What we would like to see, but not required

• Prior experience operating as a General Manager, P&L owner, or franchise-style leader.
• Familiarity with healthcare interoperability standards.
• PBM domain knowledge.
• Experience with cloud technologies and modern data platforms.
• Track record of growing accounts through consultative selling.
• Exposure to healthcare payer operations.

Benefits

• Unlimited paid time off – recharge when you need it.
• Work from anywhere – flexibility to fit your life.
• Comprehensive health coverage – multiple plan options to choose from.
• Equity for every employee – share in our success.
• Growth-focused environment – your development matters here.
• Home office setup allowance – one-time support to get you started.
• Monthly cell phone allowance – stay connected with ease.

Our Commitment as an Equal Opportunity Employer

As a mission-led technology company helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we dedicate resources to building diverse teams and providing equal employment opportunities to all applicants.

At the heart of who we are is a commitment to continuously and intentionally building an inclusive culture—one that empowers every team member across the globe to do their best work and bring their authentic selves.