Senior Customer Success Lead

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,