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Marathon Health · 3 days ago

Client Success Director

United States

Full-time

Remote

Director/Executive

$110K/yr - $175K/yr

8+ years exp

Marathon Health is a leading provider of advanced primary care in the U.S., and they are seeking a Client Success Director to provide strategic leadership and mentorship to a team of Account Managers. This role is focused on driving client success, overseeing client strategies, and ensuring high retention and revenue growth within the client base.

Electronic Health Record (EHR)FitnessHealth CareWellness

Responsibilities

Act as the senior strategic advisor and point of escalation for key client stakeholders and broker/consultant partners

Lead proactive planning and long-term success strategies across the client's full scope of services to achieve clinical, engagement, and savings goals

Define and oversee tailored client coverage models that align with account size, complexity, and growth potential

Hire, develop, and performance manage a team of Client Success professionals

Set clear goals and expectations for direct reports by holding teammates accountable for execution and results

Align team goals with broader function and company initiatives and have full accountability for delivered results and goal achievement of the team

Foster a culture of communication, engagement, accountability and continuous learning

Conduct regular team meetings and consistent 1:1 coaching

Conduct regular book of business reviews to provide insights on the overall health of clients in their region focused on risk, renewal, and opportunity

Oversee planning and execution of new clients and/or health center launches in collaboration with Sales, Implementation, and Operations

Identify expansion opportunities within current clients, including new populations, sites, and services

Collaborate to identify and manage pipeline achieving assigned expansion goals

Own the client renewal process and ensure high retention through proactive performance management and strategic relationship building

Lead revenue growth efforts within the client base, targeting upsells and cross-sells of new products, services, and populations

Prioritize margin optimization and drive improvements for accounts through engagement, pricing, or scope adjustments

Guide account team and clients through healthcare utilization, population health, and clinical performance data, translating complex insights into actionable strategies

Assess client NPS survey feedback and develop action plans

Lead quarterly business reviews and executive reporting across assigned accounts

Partner with Marketing to design and execute tailored engagement strategies that drive employee/member engagement and satisfaction

Integrate feedback mechanisms and client pulse tools to continually assess and evolve communication strategies

Partner with Operations and Clinical Leadership to drive alignment between health center operations and client expectations

Serve as the internal voice of the client, informing enhancements to product offerings and delivery models

Oversee contractual compliance, eligibility file processes, incentive programs, and accurate client invoicing with a focus of moving clients to our preferred packages and contractual terms

Support and guide responses to complex Requests for Proposals (RFPs) as needed

Ensure Salesforce data integrity and visibility into client activity, risks, and strategic plans

Ensure monthly completion of Business at Risk reporting and development of Action Plans for clients at risk

Qualification

Client success managementHealthcare data analyticsStrategic account managementPerformance managementTeam leadershipCross-functional collaborationMicrosoft Office proficiencySalesforce proficiencyTableau proficiencyCommunication skillsPresentation skillsRelationship-building skillsProblem-solving skills

Required

Bachelor's degree in business, Healthcare Administration, or a related field

8+ years of progressive experience in client success, healthcare operations, consultant/broker experience or strategic account management—preferably in employer-sponsored healthcare or wellness services

Proven leadership experience in managing teams

Proven success managing enterprise-level clients with complex needs and high expectations

Experience leading cross-functional initiatives and influencing stakeholders at all levels

Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment