The Difference Card · 3 hours ago
Director of Client Success
United States
Full-time
Remote
Senior Level, Lead/Staff
$150K/yr - $200K/yr
10+ years expThe Difference Card is focused on providing cost-effective health plans and has been delivering significant savings to clients since 2001. As Director of Client Success, you will lead the Client Success function, manage a team, and ensure high revenue retention while fostering strong client relationships and implementing effective strategies for growth.
Employee BenefitsHealth CareHealth InsuranceHospitalityWellness
Responsibilities
Provide strategic leadership and vision for the Client Success organization, ensuring alignment with company goals and growth objectives
Lead, coach, and develop Managers of Client Success, fostering a high-performance culture and scalable operations
Set and achieve targets for 85%+ revenue retention across the client portfolio
Drive high Client Net Promoter Scores (NPS) and cultivate strong Client References through proactive engagement and service excellence
Design and implement scalable processes and best practices for client onboarding, retention, and satisfaction
Oversee and coordinate account team activities, ensuring alignment with company goals and client needs
Establish renewal books of business and retention goals for the Client Success team
Analyze performance metrics and client feedback to identify areas for improvement and inform business forecasting
Report regularly on team and individual performance, providing actionable insights to senior leadership
Develop and execute innovative strategies to maximize client retention and growth
Build and nurture partnerships with existing clients, acting as a trusted advisor and advocate
Ensure segmentation strategies are effective for both small group and large group clients, tailoring approaches as needed
Strategize to maximize revenue and ensure sustainable growth across the client base
Monitor and manage revenue streams, applying best practices in revenue management to achieve and exceed financial targets
Qualification
Required
Minimum of 10 years of management experience, including direct supervision of managers and teams of 30+ individuals
Proven experience managing client success/account management teams in a high-growth environment, preferably with a client portfolio of $50M+
Minimum of five years' experience in health plan administration or health insurance experience including experience w broker distribution models
Experience in driving scale in high growth environments and experience in service organizations that deliver services to small medium business (under 1000 enrolled)
Demonstrated success in achieving high revenue retention, NPS, and client reference rates
Strong familiarity with revenue management and proven ability to develop and implement strategies to maximize revenue
Strong leadership, coaching, and people development skills
Ability to build rapport and trust with clients and internal stakeholders
Familiarity with CRM platforms (Salesforce preferred)
Excellent analytical, communication, and presentation skills
Preferred
Executive Communication: Exceptional written and verbal communication skills, with the ability to influence and engage senior stakeholders, clients, and cross-functional teams
Strategic Thinking: Demonstrated ability to develop and execute strategies that drive revenue growth, client retention, and operational scalability
Change Management: Experience leading organizational change, driving adoption of new processes, and fostering a culture of continuous improvement
Financial Acumen: Strong understanding of financial metrics, forecasting, and P&L management as it relates to client success and revenue growth
Client Advocacy: Proven track record of building trusted client relationships and acting as a champion for client needs within the organization
Technology Enablement: Proficiency with CRM systems (Salesforce), data analytics tools, and virtual collaboration platforms (Zoom, Microsoft Teams)
Public Speaking & Presentation: Ability to present confidently to executive audiences, clients, and industry partners
Operational Excellence: Experience designing and scaling client success operations, including segmentation, process optimization, and performance management
Life and Health Insurance license preferred
Company
The Difference Card
Providing cutting-edge healthcare solutions to its clients for over a decade
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$15.5MKey Investors
Stone Point CapitalNorthlane Capital PartnersMonroe Capital
2025-07-01Secondary Market
2021-06-09Private Equity
2014-06-17Debt Financing· $15.5M
Leadership Team
Joseph Donovan
Chief Executive Officer & Board Member
Recent News
Morningstar.com
2025-10-30
Business Wire
2025-07-02
Company data provided by crunchbase