Job Title: Senior Customer Success Lead   

Location: Remote (US-based) 

Job Summary: 

We're seeking a Senior Customer Success Lead to spearhead efforts to drive customer satisfaction, member engagement, and measurable health outcomes across our growing portfolio of health plan and employer partnerships. This role is critical to CloseKnit's mission of scaling high-quality, integrated care while proving value to our partners and the members we serve. 

The Customer Success Lead will be responsible for onboarding new customers, driving member utilization across our service lines, ensuring operational excellence, and creating the data-driven outcomes stories that support renewals and expansion. This leader will serve as the bridge between our customers’ strategic goals and CloseKnit's product, clinical, and operational capabilities. 

Key Responsibilities 

Strategic Leadership 

• Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines 
• Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems 
• Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy 
• Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction 

Member Engagement & Outcomes 

• Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services 
• Collaborate with clinical and product teams to optimize member experience and remove barriers to care access 
• Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model 
• Lead initiatives to improve health equity and reach underserved member populations 
• On average, travel at least once a month to client sites, professional events, and conferences, and to support prospect development 

Team Building & Operations 

• Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences 
• Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams 

Data & Insights 

• Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance 
• Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders 
• Identify trends and insights from partner feedback that inform product development and operational improvements 

Qualifications 

Required 

• Bachelor’s degree in healthcare administration, public health, business, or a related field. 
• 8 years of experience in customer success, account management, or partnership roles within healthcare, with 2 years in a senior role. 
• Deep understanding of health plan operations, value-based care models, and healthcare reimbursement structures 
• Proven track record of achieving high retention rates (90%+) and driving expansion revenue in B2B healthcare settings 
• Experience managing complex, multi-stakeholder relationships with health plans, TPAs, employers, or health systems 
• Strong analytical skills with the ability to interpret healthcare data and translate insights into actionable strategies 
• Demonstrated success building and scaling customer success teams in high-growth environments 
• Exceptional communication and presentation skills, with the ability to influence at the C-suite level 
• Experience working with telehealth, virtual care, or digital health platforms 

Preferred 

• Master’s degree in healthcare administration, public health, business, or a related field. 
• Experience with Medicaid, Medicare Advantage, and Commercial populations 
• Knowledge of NCQA, HEDIS, and quality reporting requirements 
• Familiarity with RFP processes and health plan procurement cycles 

What Success Looks Like 

• Member engagement rates that exceed industry benchmarks across all service lines 
• Quarterly outcomes reports demonstrating measurable health improvements and cost savings 
• Scalable CS processes and team structure that support CloseKnit's growth trajectory 
• Strong NPS scores from both partners and members 
• Recognition as a trusted strategic advisor by health plan and employer partners 

Why Join CloseKnit 

• Mission-driven organization focused on improving access to high-quality, integrated healthcare 
• Opportunity to shape customer success strategy in a rapidly growing virtual care company 
• Collaborative, innovative culture that values both clinical excellence and operational efficiency 
• Competitive compensation, including equity participation 
• Comprehensive benefits and flexible, virtual-first work environment 

Equal Opportunity Statement: 

CloseKnit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.