[Hiring] Director, Client Success @AccessHope

Role Description

The Director, Client Success – Health Plan Partners is the primary relationship owner for a portfolio of AccessHope's largest and most complex health plan accounts. This role sits at the center of AccessHope's relationships with major national health plans and carries direct accountability for account strategy, executive-level relationship management, renewal outcomes, and the growth and retention of a complex book of business.

Success in this role means building durable client relationships, ensuring clients understand and realize the value of AccessHope, protecting retention, and identifying appropriate opportunities for growth.

Key Responsibilities:

• Account Ownership & Strategy:
  • Serves as the primary relationship owner for an assigned portfolio of health plan accounts, holding end-to-end accountability for account health, strategy, and outcomes.
  • Builds deep knowledge of each client's business priorities, goals, definition of success, and decision-making dynamics, and develops relationships across the client's key stakeholders.
  • Maintains a clear point of view on the health of each account, using both performance data and relationship intelligence.
  • Leads Quarterly and Annual Business Reviews and strategic planning sessions.
  • Owns renewal planning and contract execution for assigned accounts.
  • Performs quantitative account analysis, calculating and interpreting revenue trends and account trajectory.
  • Turns utilization, outcomes, and financial data into a clear narrative of account performance and value.
  • Identifies gaps between expected and actual program performance and leads appropriate actions to improve utilization, engagement, or overall client experience.
  • Serves as the escalation point for the most complex or high-risk client situations.
  • Leads RFP/RFI responses critical to retaining and growing client business.
• People Leadership:
  • Manages a team of Client Success professionals, including hiring, onboarding, performance management, coaching, and ongoing development.
  • Builds team capacity and coverage model to support a growing book of business.
  • Develops the team's strategic Client Success capability.
• Cross-Functional Leadership & Representation:
  • Owns coordination of the response when a client need crosses multiple teams.
  • Represents AccessHope's value proposition directly to clients and partners at various events.

Qualifications

• Bachelor’s degree in business, communications, health-related field, or similar field of study.
• 10 years of experience; minimum experience may substitute for minimum education requirement.

Requirements

• 10+ years of relevant experience across health care benefits consulting or a health plan serving large-market commercial organizations.
• Demonstrated experience owning executive-level client or partner relationships.
• Direct people management experience, including hiring, coaching, and performance management.
• Demonstrated experience leading or contributing significantly to competitive RFP/RFI processes.

Benefits

• Medical, Dental, and Vision Coverage
• 401(k) Plan with Employer Match
• Paid Time Off (PTO)
• Parental Leave
• Short-Term Disability
• Voluntary Benefits (e.g., life insurance, additional coverage options)
• Remote work schedule