Director of Client Success

🕒 September 28

☕ Washington – Remote

☕ Washington – Remote

💵 $155k - $210k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 21%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• Jobs at this company usually fill in 54 days.
• 22 open roles for a team of 34.

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Leap

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🛡️ Insurance

💼 Consulting

🏥 Healthcare

💰 $1M Venture Round - LEAP HEALTH on 2024-03

Insurance • Consulting • Healthcare

Leap is the only transparent specialty infusion benefit solution for employers. It eliminates hidden drug markups and provides end-to-end coordination of specialty infusion care — from pharmacy sourcing to in-home nursing — to reduce specialty drug costs and simplify the patient experience. Leap serves self-funded employers, brokers/consultants, and patients with a tech-enabled care model that cuts infusion spending, improves engagement, and delivers in-year hard-dollar savings.

📋 Description

• Lead, manage, coach, and grow Leap’s senior and principal-level Strategic Client Success Managers • Hire and onboard team members as the organization scales • Design account assignment and balancing models • Run 1:1s, account reviews, and performance conversations • Design and run the team’s operating rhythm, including standups • Create escalation processes with defined response times • Build playbooks, account plans, health scoring, and renewal workflows • Track and report retention, utilization, client satisfaction, and time-to-resolution metrics • Set service standards for responsiveness, communication, and follow-through • Identify and fix processes that break under growth • Serve as executive sponsor and senior escalation point for strategic employer, TPA, PBM, and consultant relationships • Lead or support quarterly and annual business reviews • Partner with Growth and Growth Marketing on renewals, expansion, finalist presentations, and client references • Partner with clinical, operations, product, and support leaders to ensure seamless service delivery • Bring structured client feedback into product and process decisions • Identify portfolio-level risk and lead mitigation plans to protect retention • Report to the SVP of Client Operations & Success

🎯 Requirements

• 8+ years in client success, account management, or benefits consulting • At least 4 years managing a team of senior or principal-level individual contributors • Deep experience with employer-sponsored healthcare • Experience working directly with HR and Benefits leaders, TPAs, PBMs, or benefits consultants • Track record of building team operating systems from scratch, including standups, escalation paths, playbooks, coverage models, and metrics • Proven results on gross and net revenue retention and client satisfaction across a growing book of business • Sound judgment on issue resolution and escalation, with ability to teach that judgment to a team • Startup or growth-stage experience • Ability to turn retention, utilization, and savings data into a clear story for senior client stakeholders • Willingness to travel up to 30% • Legally authorized to work in the United States • Must not require visa sponsorship now or in the future to work in the United States

🏖️ Benefits

• Stock options/equity • Competitive total rewards package • Travel reimbursement or allowance not explicitly stated

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