Senior Customer Success Executive

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $146k - $179k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• Create and own a Customer Success Plan for every assigned customer account tied to business objectives • Quarterback execution across Delivery, Operations, Technology, and Product • Translate platform capability into executive-relevant language, evidence, and outcome metrics • Surface account risk and own Path to Green plans for at-risk accounts • Convert satisfied customers into active advocates and execute reference-development plans • Identify multi-product and cross-sell opportunities and partner with Sales on handoff • Maintain customer strategic roadmaps, contract terms, SLAs, pricing mechanics, and renewal dates • Bring commercial framing to escalations • Keep health scores, CRM records, and success plans accurate, complete, current, and audit-ready • Contribute to consolidated leadership reporting and proactively flag data gaps • Assess assigned accounts during the first 90 days and develop recovery plans for high-risk accounts • Build relationships with Delivery, Operations, Product, Technology, and Sales • Improve portfolio retention and health scores, convert at-risk accounts to referenceable customers, and identify expansion opportunities

🎯 Requirements

• 10+ years in health plan operations, healthcare consulting, or healthcare technology/services • Experience serving or operating within enterprises of $1B+ revenue or equivalent-scale health plans • Demonstrated ownership of customer outcomes through turnaround, escalation, or at-risk retention • Accountability to measurable customer-health, retention, or renewal targets • Proven delivery through teams the candidate did not manage • In-depth knowledge of claims, enrollment, billing, provider/network data, utilization management, and CMS/state-program regulatory environments • Commercial fluency in contracting, vendor dynamics, and SLA structures • BPaaS or managed-services delivery experience strongly preferred • Ability to recover distressed accounts as managed programs • Project or workstream management with named owners, dates, and dependencies • Deep experience with at least one enterprise core administration or payer platform, such as Facets, QNXT, or HealthRules Payer • HealthEdge product experience is a strong plus; HRP-suite working fluency expected within 6 months if absent • Experience driving adoption of new technology in a commercial software environment • Fluency with modern work tools, including AI tools such as Claude • Preferred: executive or senior-leadership healthcare experience, health-plan-side vendor experience, PE-backed/transformation/turnaround experience, HealthEdge product suite experience, and implementation/migration/upgrade exposure • Ability to pass a pre-employment criminal background check

🏖️ Benefits

• Remote work environment • Work across multiple time zones • May require travel dependent on company needs • Reasonable accommodations under the Americans with Disabilities Act • Equal opportunity and workforce diversity commitment