Note: The job is a remote job and is open to candidates in USA. HealthEdge is a healthcare technology company providing enterprise platforms and services to health plans. The Senior Customer Success Executive owns customer outcomes, retention, referenceability, revenue expansion, and data integrity across assigned accounts, coordinating cross-functional teams and managing at-risk or distressed customer relationships.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
- 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
- • 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
- BPaaS or managed-services delivery experience strongly preferred
- • 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
Benefits
- Remote work arrangement
- Full-time, permanent employment
Company Overview