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Senior Client Success Director

59 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Generative AI
Apply Now
Abacus Insights

Abacus Insights

Abacus Insights simplifies healthcare data with intelligent solutions, unlocking data value and empowering health plans, consumers, and providers.

Insurance
51-250
Founded 2017
$82M raised
View All Jobs 7

Description

  • Own end-to-end outcomes for a portfolio of healthcare clients, including retention, satisfaction, and business value.
  • Serve as the primary executive-level relationship owner and trusted advisor for C-suite and senior stakeholders.
  • Identify expansion opportunities, partner with Sales, and drive portfolio growth.
  • Anticipate client risks early, escalate proactively, and lead cross-functional resolution efforts.
  • Mobilize and align internal teams such as Client Data Engineering, Product, PMO, Analytics, and Client Requirements to deliver client outcomes.
  • Translate client needs, feedback, and market context into actionable input for internal teams.
  • Own client escalations from communication through resolution and follow-through.
  • Maintain high levels of CSAT and NPS while strengthening client loyalty.
  • Communicate complex issues clearly and make decisive recommendations in an executive setting.

Requirements

  • Minimum 12 years of experience in senior, client-facing roles across SaaS, professional services, or healthcare technology.
  • Proven track record of personally owning client outcomes rather than only managing relationships or support.
  • Demonstrated portfolio or P&L accountability for revenue retention, expansion, profitability, and client satisfaction.
  • Executive presence and strong communication skills with C-suite and VP-level stakeholders.
  • Proven ability to lead through influence in complex, matrixed environments without direct authority.
  • Strong financial acumen and risk management instincts with a data-driven approach to decision-making.
  • Healthcare payer domain expertise and understanding of how health plans use data to inform decisions.
  • SaaS and data platform fluency, including the ability to translate technical capability into business value.
  • Bachelor’s degree in Healthcare Administration, Computer Science, Business, Analytics, or equivalent relevant experience.
  • Willingness to travel approximately 5–10% to client locations.
  • Prior experience as a General Manager, P&L owner, or franchise-style leader for a portfolio or business unit is preferred.
  • Familiarity with healthcare interoperability standards such as CMS-0057, FHIR, and HL7 is preferred.
  • PBM domain knowledge is preferred.
  • Experience with cloud technologies and modern data platforms, including data lakes, analytics, and GenAI-enabled workflows, is preferred.
  • Track record of growing accounts through consultative selling, upsell, and cross-sell is preferred.
  • Exposure to healthcare payer operations such as claims, enrollment, provider networks, quality programs, or value-based care models is preferred.

Benefits

  • Base salary plus eligibility for performance bonuses and equity grants.
  • Unlimited paid time off.
  • Work from anywhere flexibility.
  • Comprehensive health coverage with multiple plan options.
  • Equity for every employee.
  • Growth-focused environment with development support.
  • Home office setup allowance.
  • Monthly cell phone allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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