Director, Client Success

Miami, FL

Papa’s mission is to support families throughout the aging journey. Every day 11,000 people in the United States turn 65. Loneliness is a disease and Social Determinants of Health have huge impacts on people’s lives. The Papa team and our tens of thousands of Papa Pals are here to provide companionship, support, and care to millions of families. Backed by amazing partners, Papa has raised over $90M in funding. Our investors include Tiger Global Management, Canaan, Comcast Ventures, Pivotal Ventures (Melinda Gates’ fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), YCombinator, Operator Partners, and Magnify Ventures. Papa, Inc. is an equal opportunity employer. We proudly support the ParityPledge® for gender and/or racial parity at the highest levels of business. The role: The Director of Client Success is responsible for strategically managing and generating pull through revenue for Papa Health Plan and Employer clients. The Director of Client Success will focus on strategic coordination and integration of Papa services with Client business objectives, with accountability in Client retention.

Responsibilities;

The position has one singular overarching goal: to achieve client retention. Within this goal, the Director Client Success shall achieve this by delivering on the following responsibilities:
Be the face of the organization to client portfolio.
Manage client needs on a daily basis including but not limited to: audit requests, member escalations, reporting, weekly / monthly meetings.
Execute on additional services or solutions sold by cross functional Papa Sales and CSE team, by designing Statements of Work, and defining measures of success.
Have in depth knowledge of all account contract terms in portfolio.
Facilitate client needs with internal Papa teams to align on deliverables.
Escalate appropriately to Vice President, Client Success, client issues, concerns or complaints.
Execute on communication and integration strategies and opportunities between client portfolio and internal Papa departments.
Own all reporting deliverables for client portfolio with ongoing contribution of critical thinking for future reports based on client needs.
An unwavering commitment to reflect the mission of the company and to evangelize our purpose.
Ability to have fun while working to and to be part of a carefully selected sales and service organization, aligned to deliver success.
Self-discipline, the ability to work from home, and ability to travel and operate a motor vehicle.

Experience Required:

Successful candidates will have 5-7 years of practical work experience managing accounts and closing upsell opportunities for employers and/or health plans.
Candidate will be a college graduate and be capable of demonstrating prior achievement in client success.
The candidate shall also be able to demonstrate:
Significant attention to detail, results-oriented, dedication and passion for our
mission
Entrepreneurial spirit and self-starter
Ability to manage a portfolio of clients with consecutive needs and deliverables while always making each client feel like they are your 100% focus.
Deep understanding of health plans and how they operate including, but not limited to, commercial and government business lines.
Superior presentation skills inclusive of an innate sense for the “art of the deal.”
Ability to conduct discovery with clients to document business and technical requirements.
Work well in a matrixed organization with an incredibly positive culture.
Immerse themselves in Papa’s mission, vision, and values.
Collect competitive intelligence on a persistent basis and share back to the team.
Possess the highest ethical standards and respect all persons equally.

Salary & Benefits:

Market competitive salary
Health Care, Vision, Dental
PTO + paid holidays
401K + matching