Client Success Executive

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Embold Health is on a mission to give every healthcare consumer in America access to actionable, objective physician performance analytics through an easy-to-use platform. We empower individuals to make confident decisions about the doctors they trust with their care—ultimately improving outcomes and reducing costs for employers, health plans, and patients alike.

As a Client Success Executive within our Client Success Team, you will own and manage a portfolio of Embold’s most strategic employer, health plan, and partner clients. You will serve as the primary relationship lead, responsible for delivering an exceptional client experience, driving adoption and engagement, and ensuring long‑term client value and account growth.

You will collaborate closely with internal teams—including Product, Data & Insights, Marketing, and Sales—to deliver strategic recommendations, guide program success, and identify opportunities for expansion. Your work will be instrumental in supporting Embold’s growth by increasing retention, client satisfaction, and net revenue.

• Strategic Account Ownership: serve as the primary relationship owner for a portfolio of high‑value clients. Develop deep understanding of each client’s goals, needs, and organizational structure.
• Client Planning & Touchpoints: create and execute comprehensive client success plans, including customized engagement models, monthly/quarterly touchpoints, and annual strategic reviews with defined success metrics.
• Growth & Retention: identify and support upsell, cross‑sell, and renewal opportunities in collaboration with sales and executive leadership. Actively manage client satisfaction and retention metrics.
• Business Reviews & Insights: prepare and deliver quarterly and annual business reviews, highlighting performance, program outcomes, ROI, and strategic opportunities informed by Embold's data and analytics.
• Cross‑functional Partnership: act as a client advocate across the organization, collaborating with Product, Data & Insights, and Marketing teams to relay feedback and help shape platform improvements and client‑facing materials.
• Operational Execution: ensure high‑quality execution of client programs by managing timelines, resolving escalations, and proactively identifying and mitigating risk.
• Reporting & Health Monitoring: monitor account health and key performance indicators (KPIs), including engagement metrics, adoption trends, satisfaction scores, and renewal status. Maintain accurate client records and forecasts in CRM systems.
• Contract Renewals & Legal Coordination: lead client renewals and support contract negotiations in partnership with Legal and Finance.
• Go‑to‑Market Support: collaborate with commercial leadership on strategic client pipeline development and tailored program design for prospective customers.

• Bachelor’s degree in Business, Healthcare Administration, or a related field;
  Master’s degree preferred.
• 10+ years of client success, account management, or consulting experience, preferably in healthcare or SaaS.
• Proven track record managing complex, enterprise‑level clients and driving measurable results.
• Strong knowledge of the healthcare ecosystem (self‑funded employers, health plans, partners) and healthcare technology solutions.
• Demonstrated ability to deliver business reviews and consultative insights using client data.
• Experience managing renewals and identifying account growth opportunities.
• Exceptional interpersonal, communication, and presentation skills.
• Proficiency with CRM tools (e.g., Hub Spot, Salesforce) and Microsoft Office Suite.
• Ability to thrive in a fast‑paced, startup environment with evolving priorities.

• Strategic thinker who anticipates client needs and proactively addresses them.
• High emotional intelligence and ability to build trust with clients and cross‑functional peers.
• Comfortable managing ambiguity and competing priorities.
• Data‑literate with the ability to synthesize complex information into actionable recommendations.
• Collaborative and team‑oriented with a solutions‑first mindset.