AllCare Primary & Immediate Care · 1 month ago
Senior Customer Success Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expAllCare Primary & Immediate Care is seeking a Senior Customer Success Lead to drive customer satisfaction and engagement across their health plan and employer partnerships. This role involves onboarding new customers, ensuring operational excellence, and creating data-driven outcomes to support renewals and expansion.
Health CareHospitalMedicalPrimary and Urgent Care
Responsibilities
Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines
Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems
Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy
Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction
Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services
Collaborate with clinical and product teams to optimize member experience and remove barriers to care access
Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model
Lead initiatives to improve health equity and reach underserved member populations
On average, travel at least once a month to client sites, professional events, and conferences, and to support prospect development
Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences
Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams
Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance
Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders
Identify trends and insights from partner feedback that inform product development and operational improvements
Qualification
Required
Bachelor's degree in healthcare administration, public health, business, or a related field
8 years of experience in customer success, account management, or partnership roles within healthcare, with 2 years in a senior role
Deep understanding of health plan operations, value-based care models, and healthcare reimbursement structures
Proven track record of achieving high retention rates (90%+) and driving expansion revenue in B2B healthcare settings
Experience managing complex, multi-stakeholder relationships with health plans, TPAs, employers, or health systems
Strong analytical skills with the ability to interpret healthcare data and translate insights into actionable strategies
Demonstrated success building and scaling customer success teams in high-growth environments
Exceptional communication and presentation skills, with the ability to influence at the C-suite level
Experience working with telehealth, virtual care, or digital health platforms
Preferred
Master's degree in healthcare administration, public health, business, or a related field
Experience with Medicaid, Medicare Advantage, and Commercial populations
Knowledge of NCQA, HEDIS, and quality reporting requirements
Familiarity with RFP processes and health plan procurement cycles
Benefits
Competitive compensation, including equity participation
Comprehensive benefits and flexible, virtual-first work environment
Company
AllCare Primary & Immediate Care
AllCare Primary and Immediate Care has grown into a trusted provider of comprehensive healthcare services with over 30 locations across Maryland, Virginia, Washington DC, and Georgia.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Charles S. Morse
SVP, Payer Relations and Provider Partnerships
Sachin Jain, MD MPH
Chief Medical Officer
Company data provided by crunchbase