Client Success Director (100% Remote)

About the Role

Vori Health is seeking a Client Success Director to provide strategic leadership, ensure the overall health and performance, and drive the long-term success of a portfolio of Vori Health's most important client relationships, with a focus on health plans. This role is critical for maintaining strong client satisfaction, retention, and partnership growth. As the senior client leader on assigned accounts, the Client Success Director will serve as both a strategic advisor and operational leader, developing deep knowledge of client priorities, monitoring business performance, and proactively identifying opportunities to strengthen outcomes, engagement, and value realization.

The ideal candidate combines healthcare expertise, business acumen, executive relationship management, and cross-functional leadership. This role is currently an individual contributor but will play a key part in shaping and scaling Vori's Client Success function as the organization grows.

Responsibilities

• 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.

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.
• Experience influencing and leading cross-functional stakeholders without direct authority.

Preferred Qualifications

• Management of value-based care or population health contracts.
• Exposure to or management of large employer accounts within the health benefits space.
• Previous roles at early-stage digital health companies.

Work Environment

This is a fully remote role. While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. Specific vision abilities required include close vision for computer work. Ability to travel (up to 30%) for client and company meetings.

Authorized or able to provide required documents to work in the United States.

Benefits

• Competitive Salary & Equity
  • Competitive pay based on experience and the value you bring to the team.
  • Equity options, giving you the opportunity to share in the growth of the company.
• Health & Wellness
  • Medical, dental, and vision coverage.
  • Wellness programs and mental health resources.
• Retirement Plans
  • 401(k) plan and Roth options.
• Paid Time Off (PTO)
  • Generous paid time off, including vacation days, holidays, and sick leave.
• Fully Remote Work
  • Flexible, fully remote work environment.
• Professional Development
  • Access to training, workshops, and a Professional Development stipend for further education.
• Parental Leave
  • Paid parental leave to support team members through important life moments.
• Employee Assistance Program (EAP)
  • Confidential counseling and support for personal or work-related challenges.