Director, Client Success - Health Plan Partnerships

Position: Director, Client Success - Health Plan Partnerships

Location: Remote

Job : 211

# of Openings: 1

At Access Hope, 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, Access Hope 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 Access Hope's largest and most complex health plan accounts. This role sits at the center of Access Hope'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 Access Hope, protecting retention, and identifying appropriate opportunities for growth.

• 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 Access Hope 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.
• 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…