Associate Partner Customer Success (Payer)

About the role

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers. The Associate Partner Customer Success operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders.

Responsibilities

• Commercial Ownership (Renewals & Expansion): Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention; drive expansion strategy and deal orchestration, partnering with Sales where required; identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption; maintain a forward-looking account growth plan tied to customer business priorities.
• Executive Relationship & Value Leadership: Serve as the primary executive contact for customer leadership (VP, SVP, C-suite); lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment; articulate value in the language of cost efficiency, quality improvement, clinical outcomes, operational scalability; ensure value realization narratives directly support renewal and expansion decisions; build trust by demonstrating deep understanding of payer, provider, and healthcare operations.
• Strategic Account Management: Own the account strategy, including stakeholder mapping, success plans, and risk mitigation; accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams; translate customer goals into clear priorities for internal teams; partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes — without micromanaging execution; proactively surface churn risk with documented mitigation plans; own account health through disciplined operating rhythms including QBRs, exec touchpoints, risk reviews and documented success plans.
• Cross-Functional Leadership: Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts; influence roadmap conversations using customer insights and market context; ensure tight internal alignment on commitments, value delivery, and account health.
• Insight, Analytics & Storytelling: Use data, analytics, and outcomes evidence to prove value delivered, support renewal justification, enable expansion conversations; translate complex analytics, clinical insights, and operational metrics into clear executive narratives; present confidently to senior customer leadership with structured, concise recommendations.

Requirements

• 8–12+ years in healthcare consulting, customer success, account management, or enterprise SaaS
• Strong background in healthcare operations, payer/provider models, or clinical analytics
• Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority
• Proven experience owning senior executive relationships
• Demonstrated commercial mindset: understands revenue, margins, and growth levers
• Exceptional written and verbal communication skills
• Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams
• MBA or equivalent strategic training strongly preferred

Benefits

• Generous Paid Time Off: 20 days of fixed time off per year, in addition to company holidays
• Best-in-Class Parental Leave: one of the industry’s most generous parental leave policies
• Recognition & Rewards: monetary incentives and company-wide recognition for impact and dedication
• Comprehensive Insurance Coverage: medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance
• Optional perks: discounted legal aid and pet insurance