VP, Client Success
Enlace Health delivers the only end-to-end solution that solves the infrastructure challenges driving today’s unsustainable healthcare system. Connecting payers, providers, and patients, Enlace™ empowers any type of healthcare delivery model, from facilitating retrospective programs to enabling risk for prospective programs. Combining executive-level healthcare DNA with an extensible technology platform, Enlace is the bridge from chaotic healthcare to the healthcare world when the Triple Aim optimization is truly realized.
At Enlace Health, our people are our greatest asset. Our culture is founded upon integrity, hard work, and the relentless pursuit to make a difference. We think creatively, we like a challenge and draw inspiration from each other. As a VP, Client Success, you will be responsible for establishing market-leading client relationships and the development of account executives who are dedicated to our clients. You will be accountable for framing business opportunities in a way that the Account executives can then execute to drive true value for the client, acting as a knowledgeable resource to assist with day-to-day problem solving and client success.
This role is a critical member of our team and will be depended upon to grow total revenue. In addition to day-to-day team management, it will be mission critical for this leader to partner closely with key internal stakeholders including sales, product, engineering, network, marketing, and operations teams to ensure the product meets the demands of our existing and future clients.
Ideal candidates will embody an entrepreneurial spirit, be passionate about growing and scaling teams and processes efficiently in a growth-minded startup environment.
Position Responsibilities:
- Act as the executive lead with Enlace clients, taking ownership of account relationships, optimizing, and expanding the value Enlace delivers to our clients with every client interaction.
- Proactively communicate externally and internally to confirm alignment and close gaps between expected and actual performance/outcomes.
- Ensure close partnership and alignment with Product & Technology operational leaders on successfully implementing and executing against each client’s success plan.
- Be accountable for guiding clients through renewal and expansion opportunities.
- Manage internal executive and other departmental client updates along with appropriate risk identification and issue resolution tactics.
- Partner with internal stakeholders to ensure the Enlace’s value proposition is being delivered for clients.
- Establish processes related to performance analysis (KPIs).
- Ensure reports, dashboards, decks, and tools are consistent and leveraged to drive insights and performance improvement.
- Facilitate cross-functional planning process for each client to drive alignment on expected performance, outcomes and investments required to deliver results.
- Forecast existing client growth opportunities and help define metrics and milestones for Client Success that align with broader organizational goals.
- Ensure actual performance meets or exceeds client’s expectations.
- Lead team of Account Executives dedicated to Enlace’s clients.
Position Requirements:
- 10+ years of progressive experience in client success, sales, account management, customer success, and/or or product leadership roles in the healthcare/technology industry.
- 3+ years of successfully managing a growing customer success or account management department/organization within a growing start-up.
- Proficient in client retention strategies and process implementation.
- Proven track record of creating systems and processes that support the full client lifecycle- from onboarding through service, renewal, expansion, and upsell.
- Highly collaborative with the ability to motivate those around you to produce exceptional results in a hybrid environment.
- Superb emotional intelligence success in managing hybrid/remote teams.
- Ability to step in and close individual business deals when needed.
- Comfort with a growing and ever-changing fast-paced environment.
- Strong analytical, quantitative, conceptual thinking skills and problem-solving skills.
- A deep belief in and commitment to maintaining a diverse and inclusive team environment.
- 3+ years of successfully managing a growing customer success or account management department/organization within a growing start-up.
- Experience growing client side revenue and net margin.
- Exceptional hands-on experience with CRM and sales tools to make strategic decisions and drive team performance.
- Track record of establishing, monitoring, and achieving processes related to performance analysis (KPIs), revenue forecasting, and process implementation in a fast-paced startup environment.
- Highly collaborative with strong stakeholder management skills (will be working closely with Finance Marketing, Product & Technology and Sales).
- Ability to influence product development based on customer feedback.
- Proven ability to mentor and develop managers and representatives at various stages in their career journey.
- Passionate about stepping in and driving direct retention and revenue efforts, showcasing both leadership and hands-on aptitude.
- Strong interpersonal and communication skills will ensure team performance and client success.
- Experience in value-based contracts and associated administration, measuring performance, financial reconciliations and settlements, and impact on operations will also create confidence with clients.
- Ability to travel up to 10%.
- Tech-enabled services, or SaaS start-up organization experience is highly preferred.
Success Metrics:
- In 3 months:
- Develop a deep understanding of our platform and services suite, our market, and our customers to inform strategic planning for client success.
- Understand internal development methodologies and begin identifying and implementing improvements.
- In 6 months:
- Deliver a 24-month strategic client success plan targeting growth plans for each client inclusive of ROI, renewal and upsell metrics.
- Establish trusted relationships, internally and externally, being recognized as an innovative leader by both clients, peers, and direct reports.
- Establish a robust partnership with the Product and Technology team as evidenced by the delivery of a robust implementation plan for product expansions and a proactive market/customer engagement program.
- In 12 months:
- Deliver net margin and revenue expansion with existing clients.
- Establish robust and meaningful client specific KPIs.
Position Perks:
Enlace Health offers competitive benefits and perks to all our employees! Our comprehensive benefits package is one of the many ways we show our employees how valued they are. All full-time employees are eligible for the following:
- FREE medical, dental, and vision insurance for employees on select plans
- $1740 annual contribution into qualifying HSAs
- UNLIMITED time off
- Matching 401(k) plan
- Mac laptop and accessories
- Company-paid short-term and long-term disability
- Company-paid life insurance
- Employee Assistance Program
- Annual professional development stipend
All employees are required to maintain confidentiality as related to patient information. Employees are required to follow the acceptable use policy while using any information systems owned or controlled by Enlace. Any disclosures of confidential information made unlawfully outside the proper course of duty will be treated as a serious disciplinary offense. Security roles and responsibilities include:
- Implementing and acting in accordance with the organization’s information security policies
- Protecting assets from unauthorized access, disclosure, modification, destruction, or interference
- Executing particular security processes or activities
- Ensuring responsibility is assigned to the individual for actions taken
- Reporting security events or potential events or other security risks to the organization
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job according to specific company requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, disability, or marital status.
