Vice President of Client Success
Reliant · United States - Remote ·
- Work mode
- Remote
- Seniority
- C level
- Category
- Customer success
- Experience
- 10+ years
Reliant Health Partners is an innovative medical claims repricing service provider, helping employers achieve maximum health plan savings with minimum noise. We tailor our services to each client’s needs, providing everything from individual specialty claims repricing, to full plan replacement as a high-performance, open-access network alternative.
The Vice President of Client Success will build and lead two functions—Onboarding and Client Success—creating the teams and processes that move clients from signed agreement through go-live and ongoing support. This leader owns retention, NPS, reporting, timely inquiry resolution, and strategic support, partnering across the organization to deliver results and handing qualified growth opportunities to Strategic Account Sales Expansion.
The ideal candidate is a hands-on, process-driven healthcare leader with TPA, self-insured employer, or payer experience who brings urgency, executive presence, operational discipline, and the ability to turn client needs into action.
Primary Responsibilities:
- Build a high-performing Client Success team with clear roles, accountability, and the capabilities needed to create and execute a scalable operating model.
- Build the Onboarding function to translate signed agreements into clear implementation requirements, validate that scope and expectations are understood across teams, and ensure the solution delivered at go-live matches what was sold.
- Lead Client Success in coordinating client inquiries, reporting, insights, cross-functional follow-through, and timely issue resolution, while building deep knowledge of the company’s products, functionality, and limitations to set accurate client expectations and align needs with the right solution.
- Create and document scalable workflows, service standards, ownership, escalation paths, and cross-functional operating routines for Onboarding and Client Success.
- Define and use KPIs to manage team performance, client health, service responsiveness, retention risk, and corrective action.
- Use client feedback and performance trends to improve onboarding, service responsiveness, retention, and team effectiveness.
- Hand qualified growth opportunities to Strategic Account Sales Expansion for follow-up and execution.
Qualifications:
- 10+ years in client success, account management, or related healthcare leadership roles.
- Healthcare experience required; cost containment experience and work with self-insured employers, payers, or brokers preferred.
- Demonstrated ability to master complex products and services, translate functionality and limitations for clients, and hold internal teams accountable for delivering against contracted scope and expectations.
- Experience building client-facing teams, operating models, documented workflows, and KPI frameworks from the ground up.
- A hands-on leader experienced in rapid change, performance improvement, organizational and talent development, process building, and timely issue resolution.
- Strong business acumen and the ability to connect client priorities with operational, financial, and growth outcomes.
- Executive presence and clear communication with senior clients, internal leaders, and cross-functional partners, with the ability to build alignment and accountability across teams.
Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.
- Comprehensive medical, dental, vision, and life insurance coverage
- 401(k) retirement plan with employer match
- Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
-
Paid time off (PTO) and disability leave
- Employee Assistance Program (EAP)
Equal Employment Opportunity: At Reliant, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Reliant Health Partners is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.