Associate Principal, Customer Success

Role Overview

• Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management.
• Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact.
• Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution.
• Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team.
• Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts.
• Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying).
• Representing the customer internally and ensuring alignment between client needs and organizational priorities.

Requirements

• Experience managing enterprise or complex customer accounts in healthcare, healthcare technology, or a related environment.
• Strong relationship‑building skills with the ability to engage confidently with experienced and executive‑level stakeholders.
• Proven ability to navigate ambiguity and drive outcomes through influence rather than authority.
• Comfort handling escalations and facilitating resolution across multiple internal teams.
• Excellent communication, judgment, and organizational skills.
• Healthcare industry experience preferred; strong soft skills and leadership presence are critical.
• Strong payer expertise within healthcare technology.
• Awarded Top Account Manager and/or Presidents Club Winner

Benefits

• competitive salary
• bonus structure
• generous HSA company contribution
• healthcare
• vision and dental benefits
• 401k match program that you can take advantage of on day one
• unlimited PTO for salaried associates + 9 paid holidays
• hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits
• reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• education reimbursement
• Paid Parental Leave for both moms and dads, both birth parents and adoptive parents