Customer Success Leader-Healthcare Navigation Solutions

About the Role

The Customer Success Leader ensures the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio. They lead a client-facing team responsible for executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion.

Responsibilities

• Establishing and executing the strategic vision for Healthcare Navigation Account Management.
• Serving as a sponsor and trusted advisor for key client relationships, building credibility with senior client stakeholders.
• Driving client retention, satisfaction, and long-term partnership growth across the Healthcare Navigation portfolio.
• Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment.
• Supporting renewal and expansion strategies in partnership with renewal leader, sales, and product.
• Identifying opportunities to deepen client relationships and expand Healthcare Navigation solutions.
• Partnering with client teams to demonstrate value, articulate outcomes, and support contract negotiations.
• Maintaining executive-level relationships that strengthen client confidence and retention.
• Ensuring contractual commitments, service levels, and client deliverables are consistently achieved.
• Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns.
• Driving client management operational excellence through governance, performance management, risk mitigation, and accountability frameworks.
• Leading portfolio-level management of client health, delivery performance, and strategic initiatives.
• Leading, coaching, and developing a team of Client Directors and Client Leaders.
• Creating a culture of accountability, client-centricity, collaboration, and continuous improvement.
• Building leadership capability and succession plans across the organization.
• Establishing clear performance expectations and driving execution against business objectives.
• Owning portfolio performance, including client retention, revenue preservation, and growth opportunities.
• Monitoring key business metrics and implementing strategies to improve client and financial performance.
• Championing initiatives that enhance the Healthcare Navigation business, client experience, and operational effectiveness.
• Representing Healthcare Navigation in executive, client, and enterprise forums.

Requirements

• 10+ years of progressive leadership experience in healthcare navigation, benefits administration, healthcare services, consulting, brokerage, or related industries.
• 5+ years leading managers and/or director-level leaders in a client-facing organization.
• Proven success managing large, complex client portfolios and driving retention, growth, and client satisfaction.
• Ability to build trusted relationships and influence executive stakeholders, including C-suite, HR, Benefits, and Procurement leaders.
• Proven experience in leading teams focused on client retention, growth, and performance, with expertise in managing enterprise clients and multi-million-dollar accounts.
• Excellent business and financial acumen, with experience managing portfolio performance, forecasting, contract negotiations, and growth strategies.
• Experience leading complex client escalations, risk mitigation, and cross-functional business initiatives.
• Exceptional communication, executive presentation, negotiation, and influencing skills.
• Deep understanding of healthcare navigation, employee benefits, healthcare delivery, or related healthcare solutions.
• Ability to travel 25%, including occasional short notice travel to support client and business priorities.
• Experience working across Sales, Product, Operations, Clinical, and Technology organizations to drive client outcomes.