Abacus Insights - Senior Client Success Director
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Requirements
• 12+ years of experience in client-facing leadership roles in SaaS, professional services, or healthcare technology — with a track record of owning client outcomes, not just managing relationships. • Demonstrated P&L or portfolio accountability — you have been the person answerable for revenue retention, growth, profitability, and client satisfaction for a defined book of business. • Demonstrated P&L or portfolio accountability • Executive presence and communication skills — proven ability to build trust and credibility with C-suite and VP-level stakeholders, both internally and with clients. • Executive presence and communication skills • Experience leading through influence in matrixed or cross-functional environments where delivery depends on teams you don't directly manage. • Strong financial acumen and risk management instincts — you make data-informed decisions and proactively manage commercial and delivery risk. • Strong financial acumen and risk management instincts • Healthcare payer domain knowledge — you understand the business of health plans, including how data drives decisions around care management, member experience, and operational efficiency. • Healthcare payer domain knowledge • SaaS and data platform fluency — you understand how modern data products are built, delivered, and scaled, and can translate technical capability into business value for clients. • SaaS and data platform fluency • Bachelor's degree in Healthcare Administration, Computer Science, Business, Analytics or equivalent experience. • Bachelor's degree • Willingness to travel approximately 5–10% to client locations to build and deepen executive relationships. • Willingness to travel • What we would like to see, but not required • Prior experience operating as a General Manager, P&L owner, or franchise-style leader for a client portfolio or business unit. • General Manager, P&L owner, or franchise-style leader • Familiarity with healthcare interoperability standards (e.g., CMS-0057, FHIR, HL7) and the regulatory landscape affecting health plans. • healthcare interoperability standards • PBM domain knowledge — you understand the business of pharmacy benefits management, including how data drives decisions around rebates, formularies, networks, claims adjudication, utilization, and operations. • PBM domain knowledge • Experience with cloud technologies and modern data platforms (data lakes, analytics, GenAI-enabled workflows). • cloud technologies and modern data platforms • Track record of growing accounts through consultative selling, upsell, and cross-sell in partnership with Sales teams. • growing accounts • Exposure to healthcare payer operations — claims, enrollment, provider networks, quality programs, or value-based care models. • healthcare payer operations • Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.
Responsibilities
• Client Outcomes, Not Activities. You own the results your clients achieve with the Abacus platform — retention, satisfaction, and measurable business value. You are not managing tasks; you are delivering outcomes. • Client Outcomes, Not Activities. • Executive Relationships & Trust. You build and sustain C-suite and VP-level relationships with your clients. You are a credible, consultative partner who earns a seat at the table — not just a point of contact. • Executive Relationships & Trust. • Portfolio Growth. You identify whitespace, connect client needs to expansion opportunities, and partner with Sales to grow your accounts. You think commercially and treat your portfolio like a business you own. • Portfolio Growth. • Proactive Risk Management. You know your clients' business deeply enough to sense risks before they surface. You don't wait for escalations — you anticipate them, raise them early, and drive resolution across teams. • Proactive Risk Management. • sense risks before they surface • Cross-Functional Influence. You mobilize Client Data Engineering, Product, PMO, and Analyst teams — none of whom report to you — to deliver for your clients. Your ability to lead through influence, not authority, is the engine of your success. • Cross-Functional Influence. • Voice of the Customer. You translate client needs, feedback, and market context into actionable insight for internal teams, ensuring Abacus builds and delivers what clients actually need — not just what's on the roadmap. • Voice of the Customer. • Client Satisfaction & Loyalty. You maintain the highest levels of client satisfaction (CSAT/NPS) and create an environment where clients want to expand their partnership with Abacus. • Client Satisfaction & Loyalty. • Escalation Ownership. You are the single point of accountability for all client escalations. You own the resolution, the communication, and the follow-through — end to end. • Escalation Ownership.
Benefits
• What you’ll get in return • Unlimited paid time off – recharge when you need it • Work from anywhere – flexibility to fit your life • Comprehensive health coverage – multiple plan options to choose from • Equity for every employee – share in our success • Growth-focused environment – your development matters here • Monthly cell phone allowance – stay connected with ease#LI-MS1
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