Director, Client Success - West Coast

About the role

We are seeking a strategic and results-driven Director of Client Success to oversee relationships for our large and strategic employer clients. In this role, you will ensure exceptional service, drive measurable value, and foster long-term partnerships. You will collaborate with internal teams and work closely with external stakeholders, managing expectations and identifying opportunities for client satisfaction and growth.

Responsibilities

• Present clear, data-driven value stories that demonstrate solution performance and uncover actionable insights for key clients.
• Articulate Progyny’s value to diverse stakeholders, including senior executives, brokers, and consultants.
• Use financial models and insights to support renewals and upsell opportunities, refining reports to align with client needs.
• Develop and execute tailored strategic plans for client retention and growth, focusing on upselling new product lines and strengthening partnerships.
• Proven success in managing expectations and working with internal executive teams to align strategies and deliver client satisfaction.
• Build and maintain strong, multi-level relationships with employers, brokers, and consultants, acting as a trusted advisor and healthcare consultant.
• Address and resolve client challenges proactively, working collaboratively across teams to implement sustainable solutions.
• Define and achieve key KPIs, including retention, satisfaction, and sales performance metrics, to drive client and organizational success.
• Celebrate frequent client interaction, conducting regular virtual and in-person meetings with clients and consultants to align on goals, address challenges, and maintain strong relationships.
• Travel 25% to meet with clients and stakeholders, ensuring alignment and satisfaction.

Requirements

You must have 10+ years of strategic and consultative selling experience within healthcare, employer benefits, or insurance industries. You should have proven success managing relationships with large, complex employers, with a focus on strategic retention and growth. You must demonstrate ability to work with and manage expectations of key internal stakeholders, ensuring alignment and actionable outcomes. You should have strong skills in negotiation, collaboration, and relationship management, with the ability to influence key stakeholders effectively. You must have expertise in presenting complex information and insights in ways that resonate with diverse audiences. You should have strong financial and problem-solving skills to drive data-backed decisions and client ROI. You must have proven ability to define goals, create action plans, and deliver results in a dynamic environment. You must thrive under pressure, can prioritize competing demands, and excel in a fast-growing organization. You must be located on the West Coast.