Vice-President, Client Success; Hybrid
WHO WE ARE
Green Shieldis a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All.
We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.
Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through Green Shield Cares , we positively impacted the health and well-being of over one million
Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.
At Green Shield , our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.
THEROLE IN A NUTSHELLThe Vice-President, Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead Green Shield’s Client Success function. The role owns the strategy for Green Shield’s most strategic client relationships, ensuring clients experience one coordinated Green Shield regardless of product, Line of Business, segment, region or function.
The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of Green Shield’s most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions. The model must respect Line of Business accountability for P&L, account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy.
The role is accountable for client strategy, client health, executive relationship coverage, retention, coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business, the Quebec Region, Operations and Business Development.
Success will be measured through stronger retention, improved NPS and CSAT, growth in integrated solutions, stronger client relationship health, fewer fragmented messages to the market, and disciplined execution against client commitments.
WHO WE'RE LOOKING FORWe’re looking for a senior commercial and relationship leader who can build a new enterprise capability while remaining directly accountable for strategic client relationships. The ideal candidate can bring structure to ambiguity, influence across a matrix, and create practical ways of working that make it easier for Green Shield to deliver as one organization.
KEY RESPONSIBILITIES- Build and scale Green Shield’s Client Success function, including the future operating model, mandate, accountabilities, decision rights, coverage approach, talent requirements and performance expectations, in partnership with Lines of Business, the Quebec Region and Operations leadership.
- Be directly accountable for a defined portfolio of Green Shield’s most strategic clients, providing executive relationship leadership…
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