Client Success Director

Client Success Director

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states.

Transforming healthcare delivery with a patient‑first approach, we prioritize convenient access to both in‑person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five‑time Modern Healthcare Best Places to Work in Healthcare winner and a six‑time Best in KLAS award winner for employer‑sponsored healthcare services.

The Client Success Director serves as a senior Account Executive, providing strategic leadership and mentorship to a team of Account Managers. This role drives alignment across client goals and internal operations, advocates for client success at the enterprise level, and acts as a trusted escalation point and resource for resolving complex challenges. The Director fosters a culture of collaboration, accountability, and continuous improvement within their account management team.

By leveraging healthcare data insights, market intelligence, and best practices, the Director plays a critical role in guiding enterprise clients through complex challenges and shaping the evolution of service delivery. This role also contributes to broader business objectives including margin optimization, product enhancement, and client experience innovation.

Candidate must reside in Northeast region.

• 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…