Senior Customer Success Lead
AllCare Primary & Immediate Care
full-time
Posted on:
Location Type: Remote
Location: Remote • District of Columbia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $165,000 per year
Job Level
Senior
About the role
- 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
- 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
Requirements
- 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
Benefits
- Competitive compensation, including equity participation
- Comprehensive benefits and flexible, virtual-first work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategysuccess metricsKPIsROI frameworksmember activationdata analysishealthcare data interpretationcustomer success team buildingtelehealthdigital health platforms
Soft skills
communication skillspresentation skillsinfluencing skillscross-functional collaborationanalytical skillsleadershipproblem-solvingrelationship managementstrategic thinkingadaptability