Director, Client Success

🔥 7 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $142k - $163k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Vori Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🤝 B2B

🏢 Enterprise

🧘 Wellness

💰 $15.1M Series A on 2021-07

B2B • Enterprise • Wellness

Vori Health is a virtual-first musculoskeletal (MSK) medical practice that provides doctor-led care teams delivering diagnosis, personalized treatment plans, non-opioid pain management, virtual physical therapy, medical imaging coordination, surgical support, second opinions, and healthy lifestyle coaching. The company operates a digital care platform that serves individual members and enterprise customers (employers, health plans, and brokers), accepts major insurances including Medicare, and focuses on back, neck, joint, and sports-related orthopedic conditions.

📋 Description

• Build Trusted Client Relationships: Develop and maintain productive, professional relationships with executive and operational stakeholders across strategic client accounts. • Establish credibility through a deep understanding of client business priorities, organizational structure, and success metrics. • Serve as a trusted advisor, providing strategic recommendations and thought leadership that support client objectives. • Build strong 1:1 partnerships with health plan leaders and key decision-makers to strengthen long-term client relationships. • Own Client Performance & Outcomes: Monitor and analyze performance across utilization, engagement, clinical and quality outcomes, satisfaction, and other key business metrics. • Track client health, identifying risks and opportunities early, and proactively driving plans to address them. • Partner with internal teams to ensure delivery against client expectations, commitments, and value-based care arrangements. • Translate complex performance data into clear, compelling stories that demonstrate value and ROI. • Lead quarterly business reviews and strategic planning discussions, internally and externally. • Drive Retention & Support Growth: Develop strategic account plans that align client goals with Vori's long-term partnership strategy. • Surface client needs, market dynamics, and payer insights internally to inform commercial strategy and product direction. • Help clients stay informed about new capabilities, offerings, and opportunities to expand impact. • Partner closely with Sales to identify and execute against expansion opportunities, and drive broader account growth strategy. • Develop and lead proactive renewal strategy and execution timeline, with support from Client Success leadership. • Deliver a Seamless Client Experience: Coordinate internally across Sales, Clinical, Operations, Product, Marketing, and Implementation to ensure a high-quality, consistent experience. • Serve as Client Success lead on cross-functional initiatives that improve client performance, experience, and overall partnership success. • Support development and execution of member engagement strategies in partnership with Marketing. • Manage strategic client communications, performance reporting, issue resolution, and action planning with strong follow-through. • Contribute to improving Client Success processes, tools, reporting, and best practices. • Help Shape the Future of Client Success: Identify trends, market insights, and opportunities across the portfolio and communicate findings to leadership. • Serve as a subject matter expert on health plans, payer strategy, and client success best practices. • Contribute to the evolution of Vori's Client Success strategy, operating model, and client experience. • Provide guidance and mentorship to junior members of the client success team, helping to cultivate a high performing team at all levels of the Client Success organization.

🎯 Requirements

• 8 + years of experience in a commercially-oriented client success, strategic account management, health plan account management, benefits consulting, or related client-facing healthcare role. • Demonstrated experience managing national and large regional health plan clients is required. • Deep knowledge of healthcare, payer organizations, healthcare benefits, and the processes used within them. • Demonstrated ability to manage complex client relationships with a focus on retention, satisfaction, and long-term growth. • Strong communication and presentation skills, including experience engaging executive stakeholders. • Demonstrated success partnering with Sales to develop and execute long-term growth strategies for health plan accounts. • Experience leading executive business reviews, strategic planning discussions, and performance-based client conversations. • Ability to translate data into meaningful insights and recommendations.

🏖️ Benefits

• Competitive Salary & Equity: We offer competitive pay based on experience and the value you bring to the team. • Equity Options: As part of our commitment to long-term success, we offer equity options, giving you the opportunity to share in the growth of the company. • Health & Wellness: Our health benefits include medical, dental, and vision coverage to keep you and your family healthy. We also offer wellness programs and mental health resources to help you thrive both personally and professionally. • Retirement Plans: We provide a 401(k) plan and Roth options to help you plan for the future and enjoy peace of mind. • Paid Time Off (PTO): Enjoy generous paid time off, including vacation days, holidays, and sick leave, to recharge and maintain a healthy work-life balance. • Fully Remote Work: Work from your home or private office location! We offer a flexible, fully remote work environment that allows you to manage your workspace in a way that best suits your lifestyle. • Professional Development: We encourage continuous learning and growth with access to training, workshops, and Professional Development stipend for further education. • Parental Leave: We offer paid parental leave to support team members through important life moments, whether you're welcoming a child or expanding your family. • Employee Assistance Program (EAP): Access confidential counseling and support for personal or work-related challenges to maintain your well-being along with additional employee assistance programs.