leap - Director of Client Success

• 8+ years in client success, account management, or benefits consulting, with at least 4 years managing a team of senior or principal-level individual contributors • Deep experience with employer-sponsored healthcare, working directly with HR and Benefits leaders, TPAs, PBMs, or benefits consultants • Experience working in start up environments or the pace of a start up • A relationship-first leader who builds trust quickly with HR and Benefits executives, with strong executive presence and the backbone to push back on clients when it is the right call • A track record of building team operating systems from scratch: standups, escalation paths, playbooks, coverage models, and metrics • Proven results on gross and net revenue retention and client satisfaction across a growing book of business • Experience with carve out programs, navigation health plans, understanding HR leaders and their strategic planning • Sound judgment on when to resolve an issue and when to escalate, and the ability to teach that judgment to a team • Startup or growth-stage experience; comfortable building while the business moves quickly • Humble and growth-oriented; comfortable taking direct feedback from multiple senior leaders in a flat, fast-moving organization • Comfort turning retention, utilization, and savings data into a clear story for senior client stakeholders • Willingness to travel up to 30% • At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you.