Remote Client Success Executive - Health Plan Growth

Centivo; Buffalo (NY); On-site; USD 110,000 - 125,000; Full time

Job summary

Centivo is seeking a Client Success Executive to lead and cultivate relationships within our Middle Market portfolio. You will own the client relationship post-implementation and coordinate cross-functional efforts to ensure satisfaction and retention for clients and their members.

You will guide renewals, present plan design enhancements, monitor health and utilization, and collaborate with brokers, HR, Benefits, Finance, and analytics teams to drive value and growth across geographic markets

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of health plan experience, including self-funded accounts.
• Minimum 5 years of Client Success (Account Management) experience in employer-sponsored benefits.
• Working knowledge of self-funded health plan administration, including TPA operations, plan design, claims management, and benefit program structure.
• Strong relationship management skills, with the ability to build rapport and credibility across HR, Benefits, and Finance stakeholders.

Responsibilities

• Serve as the primary point of contact and relationship owner for a portfolio of Middle Market, self-funded employer clients following implementation, overseeing all aspects of the health plan solution and TPA services - including member engagement and customer service, claims processing, PBM, provider network arrangements, and employer analytics and reporting.
• Ensure a new client's seamless transition from implementation into ongoing account management.
• Build and maintain strong personal relationships across the client organization, including HR and Finance, through regular formal and informal communication and engagement.
• Partner with brokers and consultants to oversee and resolve client issues, and reinforce the value of the Centivo solution at every touchpoint.
• Identify and pursue opportunities to grow client relationships in your portfolio, including increased benefits participation, higher rates of member selection, and expansion into additional geographic markets where applicable.
• Lead the renewal process for each account, preparing and delivering reports on Centivo's performance and health and claims data and analytics to clients.
• Present plan design and product enhancement recommendations that support each client's goal and reinforce the value of the Centivo plan.
• Monitor account health and utilization trends to help identify and address retention risks in advance of renewal.
• Identify, track, and resolve issues raised by clients, coordinating resolution with Centivo team members and third-party partners.
• Serve as an escalation point for client concerns, mobilizing the right internal resources and maintaining clear, transparent communication throughout.
• Use working knowledge of self-funded plan administration and health plan operations to contextualize plan data and proactively address client questions.
• Prepare and deliver clear, accurate reporting on plan performance, claims, and analytics that supports client decision-making.
• Collaborate with internal analytics and clinical teams to help ensure reporting reflects each client's defined priorities.
• Work cross-functionally with Centivo's functional experts, implementation, sales, and third-party vendors to support the ongoing delivery of Centivo's products and services.
• Collaborate on the enhancement of Centivo's client implementation and client success (account management) methodologies, and make recommendations for ongoing process improvement.
• Participate in sales meetings, representing the voice of client success and the team prospective clients would work with.

Skills

Relationship management

Health plan experience

Account management

Self-funded plan administration

Data & reporting proficiency

Education

Bachelor's degree

Equivalent experience

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

Centivo is seeking a Client Success Executive to lead and cultivate relationships within our Middle Market portfolio. You will own the client relationship post-implementation and coordinate cross-functional efforts to ensure satisfaction and retention for clients and their members.

You will guide renewals, present plan design enhancements, monitor health and utilization, and collaborate with brokers, HR, Benefits, Finance, and analytics teams to drive value and growth across geographic markets