Now is the time to join us! 

Who are you?

Are you a strategic leader passionate about delivering exceptional customer experiences and building high-performing teams? We’re looking for a Director of Client Success to champion our customer-centric culture and lead the charge in transforming how we support and grow client relationships.

In this role, you’ll shape and execute our client success strategy, aligning cross-functional efforts to drive satisfaction, retention, Net Promoter Score (NPS), and long-term business growth. As the voice of the customer at the leadership table, you’ll ensure a seamless, solutions-oriented client journey from onboarding through renewal.

You’ll lead and inspire a team of empathetic, consultative account professionals coaching them into trusted advisors who are as focused on relationships as they are on results. If you thrive in a fast-paced, collaborative environment and love mentoring others while making a direct impact on customer success, we’d love to hear from you.

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Leadership and Team Development: Leading a team of Client Success Managers supporting a portfolio/book of business, which may include Strategic, Enterprise, Regional, and/or global clients. Providing guidance, mentorship, and direction to ensure the success and professional growth of team members. 
• Strategy Execution: Collaborating with senior leadership and cross-functional teams to execute the client success strategy, defining metrics that are aligned to Objectives and Key Results (OKRs) and implementing initiatives to strengthen client relationships, increase customer satisfaction, and drive business growth. 
• Client Relationship Management: Managing relationships with key clients, understanding their needs and ensuring that their objectives are being met.  
• Performance Analysis and Reporting: Analyzing key metrics and performance indicators to evaluate the effectiveness of client success initiatives, using data to drive continuous improvement and make data-driven decisions. 
• Client Risk Management: Ensuring that client risks related to experience, relationship, and retention are captured and action plans are executed to mitigate these risks effectively. 
• Collaboration and Communication: Working closely with various internal stakeholders, including sales, marketing, product, and customer support teams, to align strategies, address client needs, and deliver exceptional client experiences. 
• Customer Advocacy: Championing the voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making. Gathering feedback, identifying trends, and working with cross-functional teams to implement improvements. 
• Adaptability and Collaboration: Being collaborative, fast-moving, and comfortable with change. 
• Communication Skills: Exhibiting excellent verbal and written communication skills. 
• Client Retention Support: Supporting Client Success in long-term client retention and expansion opportunities.  
• Market Trends and Insights: Staying informed about market trends, challenges, and best practices in the Wellbeing industry to ensure our strategies remain competitive and effective. 
• Proactive Client Insights: Support Client Success teams in providing proactive, predictive, and prescriptive insights to clients, ensuring they receive sustained quantitative Value of Investment (VOI) and Return on Investment (ROI). 
• Operational Excellence: Ensuring swift escalation and quick resolution of issues to maintain high standards of operational efficiency. This involves streamlining processes to reduce waste and enhance responsiveness, ensuring that client concerns are addressed promptly and effectively. 
• Other duties as assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Bachelor's degree, or equivalent, in related discipline 
• 10+ years’ experience in population health, benefits or related field; Client Success/Account Management, benefits strategy management, data-analytics, health promotion research or related sales experience required 
• 5 years’ experience demonstrated leadership of a team  
• Background in consulting, wellness, health insurance and/or related field 
• Excellent knowledge and skill using Microsoft Office suite 
• Experience with Salesforce 
• Experience using Gainsight preferred

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $128,000 to $135,000. Note that compensation may vary based on location, skills, and experience. This position is eligible for 15% target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.

#WeAreHiring #PersonifyHealth

Beware of Hiring Scams: Personify Health will never ask for payment or sensitive personal information such as social security numbers during the hiring process. All official communication will come from a verified company email address. If you receive suspicious requests or communications, please report them to talent@personifyhealth.com. All of our legitimate openings can be found on the Personify Health Career Site.

Application Deadline: 04/28/25