Director, Client Success - Health Plan Partnerships
AccessHopeDirector, Client Excellence - Health Plan Partnerships
● Remote ●
At AccessHope, we’re Fighting cancer with everything we know™ by putting the ever-growing body of cancer knowledge to work for the greater good. Through a revolutionary employer health benefit offering, we remotely connect employees with cancer support services from National Cancer Institute (NCI)–Designated Comprehensive Cancer Centers. Instead of requiring those who have been diagnosed with cancer to come to the centers for renowned cancer expertise, AccessHope brings their support to the patient and their local oncologist—wherever they’re located—to improve care, outcomes, and value.
The Director, Client Success – Health Plan Partners is the primary relationship owner for a portfolio of AccessHope's largest and most complex health plan accounts. This role sits at the center of AccessHope's relationships with major national health plans and carries direct accountability for account strategy, executive-level relationship management, renewal outcomes, and the growth and retention of a complex book of business.
The Director owns accounts directly and leads a team that owns theirs, with equal accountability for both. Success in this role means building durable client relationships, ensuring clients understand and realize the value of AccessHope, protecting retention, and identifying appropriate opportunities for growth.
Key responsibilities:
Account Ownership & Strategy
- Serves as the primary relationship owner for an assigned portfolio of health plan accounts, holding end-to-end accountability for account health, strategy, and outcomes.
- Builds deep knowledge of each client's business priorities, goals, definition of success, and decision-making dynamics, and develops relationships across the client's key stakeholders rather than relying on a single point of contact.
- Maintains a clear point of view on the health of each account, using both performance data and relationship intelligence, and anticipates emerging risks, needs, stakeholder changes, and renewal concerns before they surface.
- Leads Quarterly and Annual Business Reviews and strategic planning sessions, partnering directly with AccessHope executives and translating agreed strategy into action.
- Owns renewal planning and contract execution for assigned accounts, including the analysis and timing required to secure and grow the business.
- Performs quantitative account analysis, calculating and interpreting revenue trends and account trajectory to assess risk and inform strategic account planning.
- Turns utilization, outcomes, and financial data into a clear narrative of account performance and value, helping clients understand what the results mean, why they matter, and what action should follow.
- Identifies gaps between expected and actual program performance and leads appropriate actions to improve utilization, engagement, or the overall client experience.
- Serves as the escalation point for the most complex or high-risk client situations, assessing the situation, engaging the right internal stakeholders, and owning clear communication with the client through resolution.
- Leads RFP/RFI responses critical to retaining and growing client business.
People Leadership
- Manages a team of Client Success professionals (e.g., Account Managers, Senior Client Success Managers, Coordinators), including hiring, onboarding, performance management, coaching, and ongoing development.
- Builds team capacity and coverage model to support a growing book of business, ensuring the team can absorb client and account growth without compromising service.
- Develops the team's strategic Client Success capability, including account judgment, business acumen, value articulation and storytelling, executive communication, and independent ownership of client relationships.
Cross-Functional Leadership & Representation
- Owns coordination of the response when a client need crosses implementation, clinical, reporting, product, operations, or commercial teams, driving internal commitments through resolution.
- Represents AccessHope's value proposition directly to clients and partners at client annual forums, partner-supported events, and industry conferences, frequently requiring real-time decision-making in front of senior audiences.
Required qualifications
- Bachelor’s degree in business, communications, health related field or similar field of study.
- 10 years of experience plus min experience may substitute for minimum education requirement
Preferred qualifications
- 10+ years of relevant experience across health care benefits consulting, an employer-facing health care product or solution organization, or a health plan serving large-market commercial organizations, with demonstrated progression into leadership responsibilities.
- Demonstrated experience owning executive-level client or partner relationships, including leading business reviews and renewal cycles for complex accounts.
- Direct people management experience, including hiring, coaching, and performance management.
- Demonstrated experience leading or contributing significantly to competitive RFP/RFI processes.
Additional Information
- Must be authorized to work in the U.S. without the need for current or future employer-sponsored work authorization. We do not provide visa sponsorship or participate in F-1 OPT/STEM OPT training programs or CPT training.
- Virtual within the Continental U.S.; requires support and collaboration across multiple time zones
- Must have reliable internet service to support work from home requirements, daily tasks, and video meetings
- Must be online and available during normal scheduled work hours
- Travel is a required and recurring component of this role. It includes in-person client and executive business reviews, industry and partner conferences, and company offsites and training sessions. Travel demand is heaviest during the open enrollment season, when it converges with year-end renewal deadlines and client-facing commitments.
AccessHope is proud to offer a range of benefits to support your health, finances, and work-life balance, including:
- Medical, Dental, and Vision Coverage
- 401(k) Plan with Employer Match
- Paid Time Off (PTO)
- Parental Leave
- Short-Term Disability
- Voluntary Benefits (e.g., life insurance, additional coverage options)
- Remote work schedule
We’re dedicated to helping our employees thrive in all aspects of life.
The estimated pay scale represents the typical pay range AccessHope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This post includes a pay range that represents a ‘good faith wage range’ and applies to the current posting only.
AccessHope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, identity, age, status as a protected veteran, or status as a qualified individual with disability.