Job Abstract

Are you an experienced relationship manager with extensive expertise in employee benefits, and a passion for building and developing high-performing teams from the ground up? We are seeking a visionary Customer Success Executive who is excited about the opportunity to shape and drive our customer success strategy. This pivotal role, reporting to the EVP Growth & Retention, offers the chance to grow with our organization, making a significant impact on our customers' satisfaction and Accolade's success. If you thrive in a dynamic environment and are ready to lead a transformative journey, we want to hear from you! 

A Day in the Life... 

Strategic Leadership and Vision: 

• Develop and implement a segmented, customer-centric success strategy that aligns with Accolade’s objectives. 

• Collaborate seamlessly with sales, implementation, product, operations, and other teams to ensure an exceptional customer experience throughout the customer lifecycle. 

• Build and nurture strong relationships with internal key stakeholders across our government solutions, health plans, and consultant strategy business lines. 

• Lead the evolution of the customer success function, driving customer satisfaction, retention, and growth for both customers and the customer success team. 

Customer Relationship Management: 

• Manage customer relationships, ensuring outstanding satisfaction and unwavering loyalty, and maintain strong partnerships with associated consultants. 

• Introduce and guide clients through Accolade’s product roadmap, championing the adoption of new features and best practices. 

• Leverage analytics and insights to develop tailored strategies for each client, proactively assessing risks and driving action based on data, while sharing insights across the organization. 

• Drive contract renewals and expansions, maximizing revenue opportunities. 

Team Growth and Development: 

• Recruit, train, and mentor a high-performing customer success team, including VPs, directors, and CSEs. 

• Establish clear performance expectations, providing continuous coaching and feedback. 

• Cultivate a positive, collaborative, and customer-focused culture within the team. 

• Implement a comprehensive sales/support enablement practice to ensure ongoing team development. 

Operational Excellence: 

• Establish and monitor key performance indicators (KPIs) to drive continuous improvement and measure success in customer success processes and tools. 

• Ensure operational excellence in every client interaction, including presentations, meetings, and communications. 

• Evaluate and optimize the use of tools and systems, such as Salesforce, to manage customer accounts and track performance; recommend enhancements as needed. 

• Act as the ultimate escalation point for complex customer issues, ensuring prompt and effective resolution. 

What We Are Looking For... 

Experience: 

• Bachelor’s degree in Business, Healthcare, or a related field; Master’s degree preferred. 

• At least 15 years of professional experience in health services, employer health benefits, health benefits consulting, health management consulting, wellness solutions, or related fields, with a deep understanding of employee benefits from a carrier, health plan, or related perspective. 

• A minimum of 5 years of proven success in a senior leadership role within customer success, account management, or a similar function. 

Relationship Management: 

• Proven expertise in managing customer relationships, achieving high levels of customer satisfaction and retention. 

• Established credibility and influence in the employee benefits space, with the ability to leverage this both internally and externally. 

• Strong financial acumen, with experience in negotiating and driving revenue growth. 

• In-depth knowledge of best practices for using Salesforce or other Customer Relationship Management (CRM) software. 

Leadership: 

• Demonstrated ability to lead and develop high-performing teams. 

• Exceptional communication skills, with the ability to effectively present to and influence senior executives and decision-makers. 

• Ability to work effectively across departments and lead cross-functional initiatives. 

• Willingness to travel as needed, estimated at 50%.