[Hiring] Vice President Client Success @HealthEquity

Role Description

The Vice President, Client Success is accountable for the strategy, operating model, financial performance, technology enablement, organizational capability, and client outcomes of HealthEquity’s mid-market and enterprise Client Success organization.

• Leading approximately 250 team members through directors and senior leaders.
• Owns the service experience for approximately 5,000 clients representing approximately 80% of the company’s client revenue.
• Sets the strategic direction for Client Success and allocates resources across client segments and service functions.
• Establishes operating policies, performance standards, department technology (AI) roadmap, and management practices.
• Accountable for measurable improvements in client health, retention, renewal readiness, service performance, escalation management, cost to serve, workforce capacity, and organizational effectiveness.
• Champions the use of data, automation, and AI to predict client risk, reduce friction, improve productivity, and enable proactive and personalized client engagement.
• Partners across Commercial, Implementation, Product and Technology, Customer Experience, Finance, and Operations to resolve systemic issues.

** This is a remote role with a travel expectation of 25 - 30% **

Qualifications

• Bachelor’s Degree or equivalent relevant work experience required, Master’s degree preferred.
• 15+ years of progressive leadership experience in Client Success, Account Management, service delivery, operations, or a related function within healthcare, benefits administration, financial services, or another complex regulated industry.
• 8+ years leading large, complex, multi-layer organizations through directors or senior leaders.
• Demonstrated success establishing and executing a business-unit or enterprise functional strategy.
• Proven success leading large-scale operating-model, service-delivery, digital, or organizational transformation.
• Demonstrated experience using technology, data, automation, and AI to improve client outcomes, predict risk, increase workforce productivity, and transform service-delivery models.
• Experience supporting large or complex clients and building relationships with executive clients, brokers, consultants, and partners.

Requirements

• Understanding in Consumer-Driven Benefits (HSA, FSA, COBRA, Commuter, etc.) and the regulatory frameworks that govern them.
• Strong business and financial acumen, including budgeting, forecasting, workforce planning, capacity management, and cost-to-serve analysis.
• Executive-level communication, judgment, influence, and decision-making capabilities.
• Demonstrated ability to deliver measurable improvements in client experience, retention, operational performance, and financial results.
• Strong knowledge of client lifecycle management, including onboarding transitions, ongoing service, executive relationships, renewals, retention, and escalations.
• Ability to translate emerging technology & AI capabilities into practical business use cases, measurable value, sustainable adoption, and responsible operating practices.
• Strong analytical mindset with the ability to use data to guide decisions and performance management.
• Experience working with large employer clients, brokers, and third-party administrators.
• Familiarity with benefits administration platforms, CRM tools (e.g., Salesforce), and issue management systems.
• Proven ability to lead cross-functional initiatives and deliver outcomes in a highly collaborative environment.
• Experience leading other leaders and prior success in growing fast-paced, high impact teams.
• Passion for operational excellence and process improvement.
• Demonstrated success in driving operational improvements and delivering high client satisfaction in a fast-paced, matrixed environment.

Benefits

• Salary Range: $193,500.00 To $256,000.00 / year