Associate Partner - Customer Success; Payer

About the Role

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers.

The Associate Partner Customer Success operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders.

A Day in the Life

• Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention.
• Drive expansion strategy and deal orchestration, partnering with Sales where required.
• Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption.
• Maintain a forward-looking account growth plan tied to customer business priorities.

• Serve as the primary executive contact for customer leadership (VP, SVP, C-suite).

• Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment.

• Articulate value in the language of:

  • Cost efficiency
  • Quality improvement
  • Clinical outcomes
  • Operational scalability

• Ensure value realization narratives directly support renewal and expansion decisions

• Build trust by demonstrating deep understanding of payer, provider, and healthcare operations.

• Own the account strategy, including stakeholder mapping, success plans, and risk mitigation.
• Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams.
• Translate customer goals into clear priorities for internal teams.
• Partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes — without micromanaging execution.
• Proactively surface churn risk with documented mitigation plans.
• Own account health through disciplined operating rhythms including QBRs. exec touchpoints, risk reviews and documented success plans

• Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts.
• Influence roadmap conversations using customer insights and market context.
• Ensure tight internal alignment on commitments, value delivery, and account health.

• Use data, analytics, and outcomes evidence to:

  • Prove value delivered
  • Support renewal justification
  • Enable expansion conversations

• Translate complex analytics, clinical insights, and operational metrics into clear executive narratives.

• Present confidently to senior customer leadership with structured, concise recommendations.

What You Need

• 8–12+ years in healthcare consulting, customer success, account management, or enterprise SaaS
• Strong background in healthcare operations, payer/provider models, or clinical analytics
• Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority
• Proven experience owning senior executive relationships
• Demonstrated commercial mindset: understands revenue, margins, and growth levers
• Exceptional written and verbal communication skills
• Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams
• MBA or equivalent strategic training strongly preferred

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Paid Time Off:
  Recharge and relax with 22 days of fixed time off per…