Associate Partner - Customer Success (Healthcare Provider)

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers.

The Associate Partner Customer Success operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders.

- Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention. - Drive expansion strategy and deal orchestration, partnering with Sales where required. - Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption. - Maintain a forward-looking account growth plan tied to customer business priorities.

- Serve as the primary executive contact for customer leadership (VP, SVP, C-suite). - Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment. - Articulate value in the language of:

- Cost efficiency - Quality improvement - Clinical outcomes - Operational scalability

- Ensure value realization narratives directly support renewal and expansion decisions - Build trust by demonstrating deep understanding of payer, provider, and healthcare operations.

- Own the account strategy, including stakeholder mapping, success plans, and risk mitigation. - Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams. - Translate customer goals into clear priorities for internal teams. - Partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes - without micromanaging execution. - Proactively surface churn risk with documented mitigation plans. - Own account health through disciplined operating rhythms including QBRs. exec touchpoints, risk reviews and documented success plans

- Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts. - Influence roadmap conversations using customer insights and market context. - Ensure tight internal alignment on commitments, value delivery, and account health.

- Prove value delivered - Support renewal justification - Enable expansion conversations

- Translate complex analytics, clinical insights, and operational metrics into clear executive narratives. - Present confidently to senior customer leadership with structured, concise recommendations.

- 8-12+ years in healthcare consulting, customer success, account management, or enterprise SaaS - Strong background in healthcare operations, payer/provider models, or clinical analytics - Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority - Proven experience owning senior executive relationships - Demonstrated commercial mindset: understands revenue, margins, and growth levers - Exceptional written and verbal communication skills - Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams - MBA or equivalent strategic training strongly preferred

- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays-because we believe work-life balance fuels performance. - Best-in-Class Parental Leave: Spend quality time with your growing family.

We offer one of the industry's most generous parental leave policies to support you during life's most important moments. - Recognition & Rewards: We celebrate wins-big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won't go unnoticed. - Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance.

Optional perks include discounted legal aid and pet insurance.