[Hiring] Principal Partner Success @Waymark

Role Description

The Partner Success team is the face of Waymark with MCO and provider partners. This team builds relationships with stakeholders across our partners and is responsible for partner retention, growth, and strategic account management. Partner Success forms a deep understanding of our partners’ needs and collaborates with teams across Waymark to ensure we meet these needs.

Reporting to the VP of Partner Success, the Partner Success Principal is the primary account lead for a portfolio of MCO and provider partnerships to include up to 4-6 large accounts. This role independently owns the day-to-day and strategic management of assigned accounts, including senior stakeholder relationships, account plans, partner performance, escalations, and the coordination of solutions that advance partner outcomes, retention, and growth.

Alongside direct account ownership, this role leads Partner Success operational improvements and complex, cross-market initiatives. Success requires deep understanding of Medicaid-focused healthcare delivery and partner priorities, sophisticated analysis of performance and contractual requirements, and the ability to influence Clinical, Market Operations, Data/Analytics, Product, and other teams without direct authority.

Responsibilities

• Account Leadership: Serve as the primary Waymark relationship owner and accountable account lead for assigned MCO and provider partners to include up to 4-6 large accounts. Build and sustain trusted relationships with senior partner stakeholders; set meeting agendas, drive decisions, resolve issues, and deliver on commitments. Lead day-to-day account activities (data, payment, reporting, updates). Support contract renewal discussions in partnership with BD. Own routine account decisions independently and appropriately escalate high-stakes risks or decisions requiring executive sponsorship.
• Account Strategy, Performance, Retention & Growth: Develop, own, and execute account plans aligned with partner priorities and contractual objectives. Analyze utilization, quality, operational, and other relevant performance indicators to proactively identify risks, root causes, and opportunities; establish and drive mitigation or improvement plans with accountable internal owners. Surface and drive forward strategic opportunities to strengthen retention, partnership value, and potential growth.
• New Market Partner Launch: Own the partner-facing account management workstream for assigned new market launches, focusing on governance, stakeholder management, and relationship building. Work closely with implementation, market operations, clinical, data, and partnership teams; anticipate cross-functional risks and establish a sustainable post-launch relationship and performance cadence.
• Joint Operating Committees & Executive Communications: Own the planning and execution of partner governance forums, including JOCs, for assigned accounts. Independently synthesize nuanced performance, operational, and contractual information into clear, executive-ready narratives, recommendations, and decisions. Present findings, navigate difficult partner conversations, secure alignment on next steps, and ensure follow-through on commitments.
• Complex Issue Resolution & Contract Performance: Lead resolution of ambiguous or material partner issues involving competing priorities, multiple data sources, or operational and contractual considerations. Evaluate options, recommend practical solutions, coordinate decision-makers across functions, and track resolution through to measurable results. Partner with appropriate internal leaders on sensitive contractual, financial, or reputational matters.
• Partner Contributions: Effectively communicate and advocate for how partners can accelerate Waymark’s impact, through new reports, data, access to specific systems, and other contributions. Create ROI analyses to support new partner contributions.
• Partner Success Operations & Scalability: Direct account management processes, governance routines, systems, templates, and knowledge resources used across Waymark markets. Identify recurring obstacles and drive scalable solutions that improve partner experience, visibility, accountability, and team effectiveness. Facilitate cross-market Partner Success learning and coordination.
• Voice of the Customer & Cross-Functional Influence: Bring partner feedback into prioritized recommendations for operations, clinical programs, product, analytics, and partnership strategy. Represent partner interests credibly in cross-functional discussions, adapt communications for audiences with different expertise, and use evidence and persuasion to gain alignment on changes that improve outcomes.
• Strategic Initiatives & Reporting: Independently lead complex, cross-functional initiatives that strengthen partner performance or scale account management, including improvements to external reporting, operating processes, and contract-performance visibility. Define scope, success measures, owners, and dependencies; evaluate trade-offs; and deliver results through influence rather than formal authority.

Qualifications

• 7+ years of relevant experience in account management, customer/partner success, consulting, healthcare services, healthcare technology, or related work.
• Demonstrated ownership of complex external accounts or partnerships, including relationship strategy, stakeholder management, executive communications, issue resolution, and partner outcomes.
• Advanced understanding of healthcare services or health technology, with ability to interpret complex operational and performance data and translate findings into actionable partner recommendations.
• Experience leading ambiguous, cross-functional initiatives and influencing internal and external stakeholders without formal authority.
• Strong analytical and problem-solving judgment, including evaluating multiple and sometimes competing factors, defining trade-offs, and recommending sound courses of action.
• Excellent verbal and written communication skills, including preparing and presenting persuasive, executive-ready materials and navigating sensitive or challenging stakeholder discussions.
• Self-directed, highly organized, and adaptable; able to manage priorities across multiple markets, anticipate risks, and reliably follow through in a fast-growing environment.
• Deep commitment to improving healthcare for underserved populations.

Preferred Qualifications

• Experience with Medicaid managed care organizations, value-based care arrangements, primary care providers, and healthcare transformation.
• Experience supporting or leading market launches, partner governance forums, and partner performance or contractual reporting.

Benefits

• Stock Options: Opportunity to invest in the company’s growth.
• Work-from-Home Stipend: A dedicated stipend for your first year to help set up your home office.
• Medical, Vision, and Dental Coverage: Comprehensive plans to keep you and your family healthy.
• Life Insurance: Basic life insurance to give you peace of mind.
• Paid Time Off: 20 vacation days, accrued over the year, plus 11 paid holidays.
• Parental Leave: 16 weeks of paid leave for birthing parents after six months of employment, and 8 weeks of bonding leave for non-birthing parents.
• Retirement Savings: Access to a 401(k) plan with a company contribution, subject to a vesting schedule.
• Commuter Benefits: Convenient options to support your commute needs.
• Professional Development Stipend: A dedicated stipend supports professional development and growth.