Senior Director, Client Success – Strategic Health Plans

Responsibilities

• Manage the end-to-end client lifecycle for a growing portfolio of large and small health plan clients while driving onboarding, engagement, and the demonstration of value
• Partner with the Implementation team during handoff to Customer Success by establishing a working cadence with health plan clients, highlighting dependencies, aligning marketing plans, etc.
• Gain a comprehensive understanding of the health plan strategy and operational model to effectively support and manage multiple employers within the health plan partnership
• Partner with the health plan to develop measurable goals and define desired business outcomes for their relationship with Progyny
• Consult with clients to ensure alignment with Progyny’s Marketing Best Practices and collaborate with Progyny’s Marketing team to define and execute a comprehensive member engagement strategy that meets contractual commitments
• Resell the value of Progyny’s services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship
• Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs and ROI, while demonstrating a strategic command of clients’ organizational goals, structure, products, services, and markets
• Develop payor account plans by estimating total opportunity, defining key goals and milestones, and recommending focus areas for success
• Advocate for the needs of our customers internally, by coordinating strategy and issue resolution across teams to maintain exceptional client satisfaction scores

Requirements

• 5+ years of experience in enterprise-level customer success/account management or roles, ideally with health plan experience
• Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business
• Strong process orientation, with an ability to identify needs and execute projects that improve our Client Success practice and relationships with Health Plans
• Understanding of data and key metrics for client success
• Strong growth mindset and ability to influence via analytical and story‑telling skills
• Strong project management skills, ability to manage multiple clients and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
• Comfortable with small teams and adapting to ambiguous start‑up environments