Client Success Director

About this role

About Us

Abacus Insights is transforming how data works for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence.

We help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions—so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike. Backed by $100M from top investors, we’re tackling big challenges in an industry that’s ready for change. Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data to support automation, prioritization, and decision workflows—and it’s why we are leading the way.

Our innovation begins with people. We are bold, curious, and collaborative—because the best ideas come from working together. We embrace the thoughtful use of AI and automation to drive innovation and efficiency, and we look for individuals who are curious and adaptable—those excited to leverage emerging technologies to enhance how we work—while keeping human insight, connection, and our clients at the center of every decision.

Ready to make an impact? Join us and let’s build the future together.

About the Role

The Client Success Director is a high‑impact role designed for a leader who thrives on ownership and accountability. You are the single, accountable owner for a portfolio of healthcare clients, with end‑to‑end responsibility for client outcomes and the overall P&L health of your portfolio. While this is an individual contributor role, it operates at a General Manager level. Accountability is not shared or escalated—you are the owner of results.

You hold a true seat at the table, driving meaningful business results including retention, growth, and measurable value delivered through Abacus solutions. You think and act like a business owner, treating your portfolio as if it were your own, and making decisions accordingly.

You serve as both the voice of the customer inside Abacus and the face of Abacus to your clients. You build deep, trust‑based relationships with C‑suite and senior executives, operating as a strategic advisor who understands your clients’ businesses as well as—often better than—they do. By deeply understanding each client’s strategy, pressures, and competitive landscape, you anticipate what’s coming next, proactively identify expansion opportunities, and mitigate risk well before it becomes an escalation.

Success in this role requires leading through influence. You routinely mobilize cross‑functional teams—including Client Data Engineering, Product, PMO, Analytics, and Client Requirements—to deliver exceptional outcomes, despite having no direct authority over them. You build alignment, create urgency, and drive execution, stepping forward to own challenges, champion solutions, and ensure follow‑through—while giving credit to the teams who help make it happen.

This role is ideal for a builder and business owner at heart—someone energized by complexity, ambiguity, and pace. You don’t wait for perfect clarity; you create it. You communicate with executive presence, distill complexity into decisive action, and move seamlessly between strategic leadership and hands‑on problem solving. If you’re motivated by real accountability, visible impact, and the opportunity to shape both client success and company growth, this role offers that challenge—at scale.

Your day to day

• Client Outcomes, Not Activities. You own the results your clients achieve with the Abacus platform — retention, satisfaction, and measurable business value. You are not managing tasks; you are delivering outcomes.

• Executive Relationships & Trust. You build and sustain C-suite and VP-level relationships with your clients. You are a credible, consultative partner who earns a seat at the table — not just a point of contact.

• Portfolio Growth. You identify whitespace, connect client needs to expansion opportunities, and partner with Sales to grow your accounts. You think commercially and treat your portfolio like a business you own.

• Proactive Risk Management. You know your clients' business deeply enough to sense risks before they surface. You don't wait for escalations — you anticipate them, raise them early, and drive resolution across teams.

• Cross-Functional Influence. You mobilize Client Data Engineering, Product, PMO, and Analyst teams — none of whom report to you — to deliver for your clients. Your ability to lead through influence, not authority, is the engine of your success.

• Voice of the Customer. You translate client needs, feedback, and market context into actionable insight for internal teams, ensuring Abacus builds and delivers what clients actually need — not just what's on the roadmap.

• Client Satisfaction & Loyalty. You maintain the highest levels of client satisfaction (CSAT/NPS) and create an environment where clients want to expand their partnership with Abacus.

• Escalation Ownership. You are the single point of accountability for all client escalations. You own the resolution, the communication, and the follow-through — end to end.

What you bring to the team

• Minimum 10 years of experience in senior, client‑facing roles across SaaS, professional services, or healthcare technology, with a proven track record of personally owning client outcomes—not just managing relationships or coordinating support.

• Demonstrated portfolio or P&L accountability, where you were the clear owner responsible for revenue retention, expansion, profitability, and client satisfaction for a defined book of business.

• Executive presence and communication skills, with the ability to build trust and credibility with C‑suite and VP‑level stakeholders and confidently represent decisions, tradeoffs, and outcomes—internally and externally.

• Proven ability to lead through influence in complex, matrixed environments where success depends on…