Client Success Executive - National Accounts

Client Success Executive, National Accounts

Centivo is seeking a Client Success Executive, National Accounts to own and grow our most strategic, high-visibility employer relationships. National accounts represent Centivo's largest plan sponsors and large enterprise employers with significant employee populations, complex benefit structures, and heightened expectations for executive-level service, data transparency, and proactive partnership.

This role is the primary relationship owner post-implementation, responsible for driving client satisfaction, long-term retention, and strategic account oversight and growth. You will serve as a trusted advisor to senior HR, Benefits, and Finance leaders at large organizations, guiding them through the full lifecycle of their Centivo health plan — from steady-state operations through renewal, performance reviews, and program evolution. The ideal candidate brings a consultative, executive-ready presence, deep familiarity with self-funded health plan administration, and the ability to orchestrate cross-functional teams to deliver a seamless, white-glove client experience.

Responsibilities include:

Strategic Relationship Management

• Serve as the primary executive point of contact and trusted advisor for a portfolio of large, national self-funded employer clients, owning the overall health, satisfaction, and growth of each relationship.

• Build and maintain multi-threaded relationships across client organizations — including C-suite, VP-level HR and Benefits leaders, and Finance stakeholders — through proactive, strategic engagement and a deep understanding of each client's business priorities.

• Engage regularly with brokers, consultants, and benefits advisors aligned to national accounts, serving as a knowledgeable partner who reinforces the value of the Centivo solution at every touchpoint.

• Identify and drive opportunities to expand and deepen each client relationship, including increased enrollment, plan design enhancements, geographic growth, and new program adoption.

• Champion the client's voice internally, advocating for their priorities across Centivo's product, clinical, operations, and executive leadership teams.

Executive Account Leadership & Renewals

• Lead the end-to-end renewal strategy for each national account, developing a client-specific approach that demonstrates measurable plan performance, validates savings against benchmarks, and positions Centivo for long-term retention.

• Design and deliver executive-level renewal presentations and business reviews that translate complex data — including claims analytics, cost benchmarking, clinical outcomes, and member engagement metrics — into a compelling, consultative narrative tailored to each client's goals.

• Proactively identify and mitigate retention risks well in advance of renewal windows, drawing on stakeholder intelligence, utilization trends, and account health signals.

• Act as a strategic consultant to clients evaluating plan design changes, benefit expansions, or program enhancements, providing informed recommendations grounded in Centivo's data and industry best practices.

• Represent the client success experience in finalist presentations and strategic sales pursuits, providing prospective national account clients with confidence in Centivo's service model.

Customer Service & Operational Oversight

• Orchestrate a seamless, high-touch service experience for national accounts, coordinating across Centivo's internal teams and vendor ecosystem to ensure exceptional delivery across all plan components — including member engagement, claims operations, PBM, provider network, and reporting.

• Establish clear operating rhythms, escalation protocols, and communication standards with each client, ensuring consistent and proactive account management throughout the plan year.

• Personally oversee the identification, tracking, and resolution of high-stakes client issues — including claims discrepancies, executive-level member escalations, and provider disputes — mobilizing the right resources and maintaining transparent client communication throughout.

• Leverage deep knowledge of self-funded plan…