Director, Customer Success

What You'll Do

Strive Partner Success is a team within Strive Health and our mission is “to Ensure what our clients experience of Strive is the best of Strive”. We are dedicated to creating interactions with our clients and key stakeholders that create confidence in the value we deliver through clinical outcomes, financial performance and our members and customers experience of us. We actively partner across the organization to align resources to support this work, including market and central operations, analytics and reporting, finance, legal, marketing, growth and talent.

Consult and advise clients (health plans and risk bearing provider organizations) to drive transformational results. The Director, Partner Success will be responsible for independently managing relationships with day-to-day contact at our clients to deliver on Strive’s value proposition and identify and execute partnership expansion opportunities, renewals and renegotiations. They are also responsible for defining strategies to extend Strive’s reach within the organization—both to the executive team and to regional operators—and ensuring successful execution. Effective communication with partners, tactical issue resolution and risk mitigation must be leveraged to ensure healthy client relationships. This role is responsible for market-leading partner success for Strive’s clients. You will be accountable for framing business problems and executing to drive impact and value for the client, acting as a knowledgeable resource to assist with day-to-day problem solving and partner success. Superior analytical, quantitative, and conceptual thinking skills and strong interpersonal and communication skills will ensure team performance and client success. Familiarity with value-based agreements and the levers that improve performance. Additionally, being knowledgeable with value-based agreements and associated administration; measuring performance, financial reconciliations and settlements, and impact on operations. 

Essential Functions 

Client Relationship Management 

• Own account relationships, acting as the main point of contact for clients and optimizing client interactions.  
• Develop and execute a relationship management strategy that embeds Strive deeply within our partners’ executive teams and regional operators (P&L owners).

Voice of the Client & Operations Partnership 

• Lead development of annual account plans that reflect client feedback, operational priorities and strategic objectives. 
• Convene across Operations, Finance, Analytics and other key teams to ensure execution on the Account Plan, escalating resource needs to leadership as needed. 
• Ensure close partnership and alignment with Operational leaders on successfully implementing and executing the account plan. 
• Escalate Operational concerns about contractual terms and determine paths to resolution, including but not limited to renegotiation. 
• Based on client feedback, identify opportunities for product development, organizational improvement and support development, rationalization, and execution of initiatives.  
• Establish a regular cadence for internal executive and other departmental client updates along with appropriate risk identification and issue resolution tactics. 

 

Strive Value Communication 

• Develop a communication plan—extending beyond JOCs / QBRs –to communicate partnership value & Strive thought leadership. 
• Proactively solicit client feedback outside of our customer surveys to ensure satisfaction and renewal / expansion. 

 

Commercial Opportunities 

• Develop a strategy for and lead same store growth efforts to support Strive’s annual financial objectives; expansion should evaluate geographic, line of business and new product (e.g. CHF) opportunities.  
• Lead renewals and renegotiations, incorporating learnings from Strive experience to optimize operational and financial terms. 

 

Minimum Qualifications 

• 8+ years’ experience in healthcare client management. 
• 5+ years’ experience with value-based care contracting and government program experience. 
• Bachelor’s degree. 
• Ability to travel and be onsite to meet business needs.
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms.

Preferred Qualifications 

• Ability to build and optimize internal and external networks and relationships.  
• Top-tier interpersonal skills with the ability to project professional competence, leadership capability, and personal maturity. 
• Mission-driven and motivated to join an organization that is transforming kidney care. 
• Ability to manage multiple stakeholder priorities and organize around a common goal. 
• Demonstrated aptitude for analytical and conceptual problem solving superior quantitative analysis skills. 
• Prior experience as a consultant. 
• Advanced graduate degree strongly preferred (e.g., MBA, MS). 
• Advanced skills in Excel, PowerPoint, and Word. 

 

Annual Salary Range: $130,000 - $163,000