Director of Client Success

Leap

. Lead, manage, coach, and grow Leap’s senior and principal-level Strategic Client Success Managers .

Posted 9/28/2026full-timeRemote • Washington • United StatesLead💰 $155,000 - $210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client success management, team leadership, and operational system design, with a strong focus on employer-sponsored healthcare and metrics-driven performance. Proven ability to enhance client satisfaction and retention through strategic relationship management and process improvement.

Highest-signal resume keywords

Client Success ManagementTeam LeadershipEmployer-Sponsored HealthcareOperational System DesignMetrics-Driven Performance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementBenefits ConsultingRetention MetricsUtilization MetricsClient Satisfaction MetricsEscalation ProcessesPlaybook DevelopmentPerformance ConversationsRisk Mitigation PlansData Analysis

Soft Skills

CoachingCommunicationJudgment on Issue ResolutionCollaborationProblem-Solving

Industry Keywords

TPAPBMHR LeadersBenefits ConsultantsStartup ExperienceGrowth-Stage Experience

About the role

Key responsibilities & impact

Lead, manage, coach, and grow Leap’s senior and principal-level Strategic Client Success Managers
Hire and onboard team members as the organization scales
Design account assignment and balancing models
Run 1:1s, account reviews, and performance conversations
Design and run the team’s operating rhythm, including standups
Create escalation processes with defined response times
Build playbooks, account plans, health scoring, and renewal workflows
Track and report retention, utilization, client satisfaction, and time-to-resolution metrics
Set service standards for responsiveness, communication, and follow-through
Identify and fix processes that break under growth
Serve as executive sponsor and senior escalation point for strategic employer, TPA, PBM, and consultant relationships
Lead or support quarterly and annual business reviews
Partner with Growth and Growth Marketing on renewals, expansion, finalist presentations, and client references
Partner with clinical, operations, product, and support leaders to ensure seamless service delivery
Bring structured client feedback into product and process decisions
Identify portfolio-level risk and lead mitigation plans to protect retention
Report to the SVP of Client Operations & Success

Requirements

What you’ll need

8+ years in client success, account management, or benefits consulting
At least 4 years managing a team of senior or principal-level individual contributors
Deep experience with employer-sponsored healthcare
Experience working directly with HR and Benefits leaders, TPAs, PBMs, or benefits consultants
Track record of building team operating systems from scratch, including 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
Sound judgment on issue resolution and escalation, with ability to teach that judgment to a team
Startup or growth-stage experience
Ability to turn retention, utilization, and savings data into a clear story for senior client stakeholders
Willingness to travel up to 30%
Legally authorized to work in the United States
Must not require visa sponsorship now or in the future to work in the United States

Benefits

Comp & perks

Stock options/equity
Competitive total rewards package
Travel reimbursement or allowance not explicitly stated