Sr Customer Success Executive

HealthEdge's customer success strategy depends on four organizational capabilities: achieving customer outcomes, retaining and converting referenceable customers, expanding revenue within the existing customer base, and maintaining data and reporting integrity. The Senior Customer Success Executive (CSE) is the primary delivery vehicle for all four. This is an outcome ownership role, not a relationship management role. A Senior CSE at HealthEdge is accountable for the promise between what a customer bought and what they are getting — and for resolving customer issues before they become an escalation, a churn risk, or a missed expansion opportunity.

Responsibilities

Responsibilities are organized by the four strategic outcomes the CSE organization exists to deliver. These are outcome areas with clear accountability — not task lists.

• Customer Outcomes
  • Create and own a Customer Success Plan for every assigned customer account — tied to the customer's business objectives, not HealthEdge's delivery milestones.
  • Quarterback execution across Delivery, Operations, Technology, and Product. Own the outcome even when others own the task.
  • Translate HealthEdge platform capability into language, evidence, and outcome metrics that matter to customer executives.
• Customer Retention & Referenceability
  • Surface account risk before the customer does. Identify the signal, act on it, and resolve the issue before it is raised.
  • Own the Path to Green plan for every at-risk account with named owners, dated milestones, and measurable outcomes. Own the plan — not the status update.
  • Convert satisfied customers into active advocates. Build and execute reference-development plans with excellence.
• Customer Revenue Expansion
  • Identify multi-product and cross-sell opportunities tied to each customer's strategic direction and target business outcomes.
  • Partner with Sales to ensure expansion opportunities are handed off cleanly — nothing falls in the seam.
  • Maintain a current view of each customer's strategic roadmap and commercial architecture: contract terms, SLAs, pricing mechanics, and renewal dates. Bring commercial framing to every escalation.
• Data & Reporting Discipline
  • Keep health scoring, CRM records, and success plans accurate, complete, and current — audit-ready at all times.
  • Contribute to consolidated reporting that gives leadership a trusted single source of truth.
  • Flag data gaps or health score discrepancies proactively — don't let a reporting issue become a surprise.

Qualifications

Required Experience

• 10+ years in health plan operations, healthcare consulting, or healthcare technology/services — serving or operating within enterprises of $1B+ revenue or equivalent-scale health plans.
• Demonstrated ownership of customer outcomes through difficulty (turnaround, escalation, or at-risk retention), with accountability to measurable customer-health, retention, or renewal targets.
• Proven delivery through teams the candidate did not manage.

Domain Knowledge

• In-depth knowledge of health plan operations end to end: claims, enrollment, billing, provider/network data, utilization management, and the regulatory environment (CMS, state programs).
• Commercial fluency: contracting, vendor dynamics, SLA structures.
• BPaaS or managed-services delivery experience strongly preferred.
• Ability to run a distressed account back to health as a managed program — standing up the operating rhythm, sequencing the recovery, and de-escalating an executive relationship without over-promising.
• Demonstrated project or workstream management with named owners, dates, and dependencies through completion.

Technical Fluency

• Deep experience with at least one enterprise-class core administration or payer platform (e.g., Facets, QNXT, HealthRules® Payer, or comparable systems).
• HealthEdge product experience a strong plus; where absent, HRP-suite working fluency expected within 6 months.
• Proven experience driving adoption of new technology in a commercial software environment.
• Fluent with modern work tools, including AI tools (e.g., Claude), as a daily working practice.

Preferred Experience

• Executive or senior-leadership role in a healthcare environment.
• Experience on the health-plan side of a vendor relationship — having been the customer is a differentiator.
• PE-backed, transformation, or turnaround environment experience.
• HealthEdge product suite experience.
• Hands-on exposure to a system implementation, platform migration, or major upgrade from any seat — testing, data conversion, cutover support, training, or PMO.

Skills

Strong candidates will demonstrate these behaviors consistently:

• Proactive, Not Reactive
• Owns the Accountability
• Influences Without Authority
• Communicates Directly and With a Plan
• Composure and Confidence Under Pressure

First 90 Days

• Completes a full assessment of all assigned accounts — outcome case, health score, and risk register for each.
• Identifies the two to three accounts with the highest churn or expansion risk and develops a preliminary Path to Green for each.
• Builds working relationships with key internal counterparts — Delivery, Operations, Product, Technology, and Sales — before they are needed.
• Demonstrates the behavior profile consistently: proactive, direct, composure under pressure, end-to-end accountability.

12-Month Milestones

• Retention rate and health score improvement across the assigned portfolio.
• At least one account converted from at-risk to referenceable.
• One or more expansion opportunities identified and handed to Sales with clear commercial framing.
• Portfolio data accurate, current, and audit-ready.
• CSEs supported or managed are operating independently — not requiring gap-filling.
• Calibration feedback from CSE leadership confirms the behavior profile is present and consistent.

Pay

The annual US base salary range for this position is $146,000 to $179,000.

Schedule

• Full-time, permanent
• Remote, US
• Exempt (USA Only)

Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Occasionally required to move around the office.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.