Director of Client Success

EmsanaCare combines the best of Advanced Primary Care (APC) and high-quality specialty care within a single, streamlined employer contract. Our model enables employers to offer a healthcare benefit that integrates intelligent care navigation with exceptional care standards. The result: a superior member experience, better access to the best providers, and measurable outcomes for employees and their families.

Role Overview

We’re looking for a Director of Client Success to serve as the trusted partner for our employer clients. This role ensures HR and benefits leaders clearly see the value of EmsanaCare — through measurable outcomes, engagement, and satisfaction — driving contract renewals and expansions.

This is a build role — you’ll be both a strategic operator and hands-on executor, creating the processes, playbooks, and relationships that fuel our growth. Today, this is an individual contributor role with high visibility. Over time, it will evolve into leading a Client Success team as we scale.

You’ll work cross-functionally with Care Navigation, Product, Data, Finance, and Leadership to make sure our clients are successful and see the value.

What You’ll Do

• Serve as the primary relationship manager for large employer clients, ensuring a seamless journey from launch through renewal.
• Lead client onboarding, working cross-functionally with Care Navigation, Product, and Partner Ops to ensure readiness and alignment.
• Deliver performance reporting: engagement, outcomes, cost savings, and satisfaction — turning data into a story.
• Own and run Quarterly Business Reviews (QBRs) with client executives and consultants.
• Proactively identify risks to client satisfaction and retention; build and execute action plans to mitigate.
• Partner with Sales/Business Development on renewals, expansions, and upsells.
• Act as the voice of the client internally, shaping product, operations, and navigation strategy.
• Build client success playbooks, templates, and processes that can scale with growth. Develop and maintain internal and external tracking documentation.

What Success Looks Like (First 12 Months)

• 100% of clients successfully onboarded within agreed timelines.
• Average client satisfaction (CSAT) of 8+/10 and NPS above 50.
• 90%+ renewal rate across employer contracts.
• At least two client expansion opportunities are supported.
•  A scalable Client Success playbook is established and adopted.

What We’re Looking For

• 5+ years in client success, account management, or consulting — ideally in healthcare, digital health, or benefits.
• Strong track record of managing employer relationships (benefits leaders, HR teams, consultants).
• Exceptional relationship and communication skills — comfortable with executives and frontline HR leaders alike.
• Proven ability to translate data into insights and impact stories.
• Experience with renewals/upsells in partnership with sales.
• Comfortable in a fast-paced startup environment with shifting priorities with a willingness to travel.
• Familiarity with value-based care, benefit design, or healthcare outcomes is a plus.

Why Join Us

• High impact: This role directly influences how employers, providers, and members experience EmsanaCare, serving as the face of EmsanaCare to our customers.
• Startup trajectory: You’ll be building the foundation of Partner Ops with a clear path to grow into Head of Partner Operations or beyond as we scale.
• Exposure: Work closely with the CEO, leadership team, and external partners.
• Equity: Be part of the upside. As an early leader, you’ll participate in our option program.‍
• Mission-driven: Help fix healthcare by building a model that makes care more accessible, affordable, and meaningful.