Director of Client Success

At Labcorp, you are part of a journey to accelerate life-changing healthcare breakthroughs and improve the delivery of care for all. You'll be inspired to discover more, develop new skills and pursue career-building opportunities as we help solve some of today's biggest health challenges around the world. Together, let's embrace possibilities and change lives!

The Director of Client Success drives growth and retention through strategic leadership of the Ovia Health by Labcorp Client Success Team. This role is ideal for a seasoned customer success leader with deep expertise in both the health plan and employer markets. The ideal candidate brings a proven track record of delivering results through the development and execution of comprehensive client engagement strategies, fostering long-term partnerships, and leading high-performing teams in dynamic, evolving environments.

• Lead an enterprise team focused on driving value through client renewals and upsells of Ovia's solutions while advising clients on strategies to enhance program effectiveness and population expansion.
• Optimize the company's financial performance by renewing business, ensuring timely implementations, providing accurate billing information, managing SLA and Performance Guarantees, expanding existing business, and controlling costs.
• Collaborate with the Head of Commercial Strategy and Growth and the Finance team on pricing strategies and approaches to retain business.
• Partner with the Director of Enrollment an Engagement with efforts to drive member onboarding and engagement.
• Develop and execute innovative strategies to retain clients and drive revenue while optimizing internal resources.
• Oversee and manage the Enterprise Portfolio of accounts and nurture growth, profitability, retention, and satisfaction.
• Support the Director of Channel Partnerships in managing partner relationships by attending meetings when needed, providing client updates, coordinating with partner account management teams, and supporting joint initiatives such as QBRs and partner events.
• Maintain high-quality results/deliverables by proactively identifying and implementing efficiencies within Client Success operations to ensure enterprise operational excellence.
• Drive implementation and client strategy for complex implementations; ensure other functions are aligned for necessary integration and coordination; train direct reports on the process to manage implementations.
• Build and maintain strong relationships with internal partners (e.g., Sales, Marketing, Product, Clinical, Technology, and Finance) to collaborate and navigate efficiently, reduce churn, and satisfy clients.
• Lead and mentor the Client Success teams for health plans and employers, fostering a culture of excellence, collaboration, and continuous improvement.
• Build and maintain strong relationships with key stakeholders within client organizations, ensuring regular communication and feedback loops to understand their needs and challenges.
• Establish and track Client Success KPIs, OKRs, and strategies to execute goals by measuring client satisfaction, engagement, and retention, using data to drive decisions and improvements.
• Work closely with the Sales, Product, and Marketing teams to ensure that client feedback is incorporated into product development and marketing strategies.
• Serve as the client's voice within the organization, advocating for their needs and providing insights to shape product enhancements and service offerings.
• Stay informed about trends in women's health and the broader healthcare landscape to identify opportunities for growth and improvement in client offerings.

• Minimum 6 years of proven customer success leadership experience, including staff development and developing scalable customer success processes
• Minimum 10 years of account management experience
• Minimum 3 years of health plan experience
• Proficiency in utilizing CRM tools such as Salesforce (SFMC) and other sales tools, data dashboard/programming including building models, forecasts, data analysis, and data visualizations

• Prior experience in the digital healthcare space.
• Prior experience using Salesforce Marketing Cloud (SFMC)

• A strategic thinker with a strong background in client success and relationship management and a deep understanding of the healthcare landscape, particularly women's health and digital solutions.
• Data and metrics-driven and can demonstrate proven success in achieving strategic plan goals.
• Proven ability to create complex dashboards & reports, custom report types, processes & workflows, uncover trends, and actionable insights.
• You excel at building meaningful relationships, establishing credibility, leading through influence, and thinking strategically.
• Skilled delivery of engaging, compelling client success and product presentations in small and large group settings.
• Intellectually curious, self-motivated, outgoing, and engaging with a self-directed entrepreneurial spirit.
• Minimum of 25% - 35% domestic travel