VP Client Success

Job Location s: US-Remote

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

The Vice President, Client Success is accountable for the strategy, operating model, financial performance, technology enablement, organizational capability, and client outcomes of Health Equity's mid-market and enterprise Client Success organization.

Leading approximately 250 team members through directors and senior leaders, the Vice President owns the service experience for approximately 5,000 clients representing approximately 80% of the company's client revenue. The role sets the strategic direction for Client Success, allocates resources across client segments and service functions, and establishes the operating policies, performance standards, department technology (AI) roadmap and management practices required to deliver sustainable business results.

The Vice President is accountable for measurable improvements in client health, retention, renewal readiness, service performance, escalation management, cost to serve, workforce capacity, and organizational effectiveness. The role champions the use of data, automation, and AI to predict client risk, reduce friction, improve productivity, and enable more proactive and personalized client engagement. The role partners across Commercial, Implementation, Product and Technology, Customer Experience, Finance, and Operations to resolve systemic issues and deliver a seamless, digital-first, and measurement-led client experience.

This is a remote role with a travel expectation of 25 - 30%

• Improved client retention, renewal readiness, and revenue protection
• Stronger Client NPS, Client Health Index, and executive relationships
• Improved SLA attainment, escalation resolution, and defect prevention
• Reduced cost to serve and improved workforce productivity and capacity
• A scalable, digital-first, and measurement-led service model
• Strong leadership performance, succession depth, and organizational engagement
• Effective cross-functional execution and resolution of systemic client issues
• Clear executive visibility into performance, risk, investment needs, and results

Establish and execute the multiyear Client Success strategy, annual operating plan, and performance priorities in alignment with corporate objectives.

Determine organizational, financial, workforce, and technology, data, and AI investments required to achieve business goals.

Anticipate changes in client expectations, market conditions, technology, and regulation, and evolve the Client Success model accordingly.

Provide executive leadership with clear recommendations regarding client trends, business risks, investment priorities, and strategic opportunities.

Establish the technology, data, automation, and AI vision for Client Success in support of the broader business strategy. Establish success measures and governance for these investments.

Apply predictive analytics and AI to identify emerging client risks, service issues, renewal concerns, and opportunities for proactive intervention.

Use AI and automation to eliminate administrative work, reduce service friction, improve workforce productivity, and increase the capacity availabel for strategic client engagement.

Enable more proactive and personalized client experiences through real-time insights, recommended actions, and consistent engagement practices.

Partner wtih Product & Technology, Data & Analytics, and other internal teams to prioritize and responbsibly implement technology & AI capabilities.

Ensure leaders and team members have the capabilities, training,…