Client Success Executive - National Accounts

Job description

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Centivo is seeking a Client Success Executive, National Accounts to own and grow our most strategic, high-visibility employer relationships. National accounts represent Centivo’s largest plan sponsors and large enterprise employers with significant employee populations, complex benefit structures, and heightened expectations for executive-level service, data transparency, and proactive partnership. This role is the primary relationship owner post-implementation, responsible for driving client satisfaction, long-term retention, and strategic account oversight and growth. You will serve as a trusted advisor to senior HR, Benefits, and Finance leaders at large organizations, guiding them through the full lifecycle of their Centivo health plan — from steady-state operations through renewal, performance reviews, and program evolution. The ideal candidate brings a consultative, executive-ready presence, deep familiarity with self-funded health plan administration, and the ability to orchestrate cross-functional teams to deliver a seamless, white-glove client experience. Responsibilities Include Strategic Relationship Management • Serve as the primary executive point of contact and trusted advisor for a portfolio of large, national self-funded employer clients, owning the overall health, satisfaction, and growth of each relationship. • Build and maintain multi-threaded relationships across client organizations — including C-suite, VP-level HR and Benefits leaders, and Finance stakeholders — through proactive, strategic engagement and a deep understanding of each client’s business priorities. • Engage regularly with brokers, consultants, and benefits advisors aligned to national accounts, serving as a knowledgeable partner who reinforces the value of the Centivo solution at every touchpoint. • Identify and drive opportunities to expand and deepen each client relationship, including increased enrollment, plan design enhancements, geographic growth, and new program adoption. • Champion the client’s voice internally, advocating for their priorities across Centivo’s product, clinical, operations, and executive leadership teams. Executive Account Leadership & Renewals • Lead the end-to-end renewal strategy for each national account, developing a client-specific approach that demonstrates measurable plan performance, validates savings against benchmarks, and positions Centivo for long-term retention. • Design and deliver executive-level renewal presentations and business reviews that translate complex data — including claims analytics, cost benchmarking, clinical outcomes, and member engagement metrics — into a compelling, consultative narrative tailored to each client’s goals. • Proactively identify and mitigate retention risks well in advance of renewal windows, drawing on stakeholder intelligence, utilization trends, and account health signals. • Act as a strategic consultant to clients evaluating plan design changes, benefit expansions, or program enhancements, providing informed recommendations grounded in Centivo’s data and industry best practices. • Represent the client success experience in finalist presentations and strategic sales pursuits, providing prospective national account clients with confidence in Centivo’s service model. Customer Service & Operational Oversight • Orchestrate a seamless, high-touch service experience for national accounts, coordinating across Centivo’s internal teams and vendor ecosystem to ensure exceptional delivery across all plan components — including member engagement, claims operations, PBM, provider network, and reporting. • Establish clear operating rhythms, escalation protocols, and communication standards with each client, ensuring consistent and proactive account management throughout the plan year. • Personally oversee the identification, tracking, and resolution of high-stakes client issues — including claims discrepancies, executive-level member escalations, and provider disputes — mobilizing the right resources and maintaining transparent client communication throughout. • Leverage deep knowledge of self-funded plan administration and health plan operations to educate clients, contextualize plan data, and proactively address questions before they become concerns. Data, Reporting & Insights • Drive a data-informed account management approach, using plan analytics, population health trends, and benchmarking data to proactively surface insights and shape client conversations. • Oversee the preparation and delivery of customized performance reporting and executive dashboards for national account clients, ensuring that data is presented clearly, accurately, and in a format that informs strategic decisions. • Collaborate with internal analytics, clinical, and product teams to develop account-specific reporting that reflects each client’s defined success metrics and organizational priorities. • Monitor emerging data signals — including high-cost claimants, utilization patterns, and care gap trends — and translate findings into actionable recommendations for plan sponsors. Brand Stewardship & Market Presence • Serve as an ambassador for Centivo’s brand and mission within each national account, ensuring that the client’s internal teams, employees, and leadership understand the full value of the Centivo solution. • Maintain a deep understanding of the competitive landscape for large, self-funded employers — including alternative funding models, TPA trends, and evolving broker/consultant expectations — to strengthen Centivo’s positioning within your book of business. • Contribute insights from national account relationships to Centivo’s product and market strategy, serving as a key conduit between large client needs and internal roadmap priorities. Education and Experience • Bachelor’s degree or equivalent experience required; advanced degree preferred • 10 years of health plan or employee benefits experience, with significant exposure to large, self-funded employer accounts • 7 years in a client success, account management, or client-facing consulting role, with demonstrated experience managing national or enterprise-level accounts • Proven track record of retaining and growing complex, high-revenue employer relationships • Deep knowledge of self-funded health plan administration, including TPA operations, plan design, claims management, and benefit program structure • Experience navigating large employer organizations at the executive level, with strong executive presence and the ability to engage C-suite and VP-level stakeholders with credibility and confidence Preferred Qualifications • Familiarity with value-based care, ACO-based plan models, or primary care-centered benefit design • Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word); comfort with data visualization and analytics platforms • Excellent oral and written communication skills, with the ability to translate complexity into clear, compelling narratives for executive audiences Work Location • This position is remote Centivo Values Resilient — This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don't give up. Uncommon — The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results — which is bold and uncommon. Positive — We care about each other. It takes energy to do hard stuff, build something better, and to be resilient and uncommon while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive. Who we are: Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com http://centivo.com. Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.