Are you an expert in health domain knowledge and successful client relationships?

About the Role

The Customer Success Leader ensures the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio. They lead a client-facing team responsible for executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion.

Responsibilities

• Establishing and executing the strategic vision for Healthcare Navigation Account Management. Serving as a sponsor and trusted advisor for key client relationships, building credibility with senior client stakeholders.
• Driving client retention, satisfaction, and long-term partnership growth across the Healthcare Navigation portfolio. Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment.
• Supporting renewal and expansion strategies in partnership with renewal leader, sales, and product. Identifying opportunities to deepen client relationships and expand Healthcare Navigation solutions.
• Partnering with client teams to demonstrate value, articulate outcomes, and support contract negotiations. Maintain executive-level relationships that strengthen client confidence and retention.
• Ensuring contractual commitments, service levels, and client deliverables are consistently achieved. Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns.
• Driving client management operational excellence through governance, performance management, risk mitigation, and accountability frameworks. Leading portfolio-level management of client health, delivery performance, and strategic initiatives.
• Leading, coaching, and developing a team of Client Directors and Client Leaders. Creating a culture of accountability, client-centricity, collaboration, and continuous improvement.
• Building leadership capability and succession plans across the organization. Establishing clear performance expectations and driving execution against business objectives.
• Owning portfolio performance, including client retention, revenue preservation, and growth opportunities. Monitoring key business metrics and implementing strategies to improve client and financial performance.
• Championing initiatives that enhance the Healthcare Navigation business, client experience, and operational effectiveness. Representing Healthcare Navigation in executive, client, and enterprise forums.

Requirements

• 10+ years of progressive leadership experience in healthcare navigation, benefits administration, healthcare services, consulting, brokerage, or related industries.
• 5+ years leading managers and/or director-level leaders in a client-facing organization.
• Possess proven success managing large, complex client portfolios and driving retention, growth, and client satisfaction. Demonstrate ability to build trusted relationships and influence executive stakeholders, including C-suite, HR, Benefits, and Procurement leaders.
• Have proven experience in leading teams focused on client retention, growth, and performance, with expertise in managing enterprise clients and multi-million-dollar accounts.
• Demonstrate excellent business and financial acumen, with experience managing portfolio performance, forecasting, contract negotiations, and growth strategies.
• Have experience leading complex client escalations, risk mitigation, and cross-functional business initiatives.
• Display exceptional communication, executive presentation, negotiation, and influencing skills.
• Have deep understanding of healthcare navigation, employee benefits, healthcare delivery, or related healthcare solutions.
• Be able to travel 25%, including occasional short notice travel to support client and business priorities.
• Have experience working across Sales, Product, Operations, Clinical, and Technology organizations to drive client outcomes.

Application and Interview

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :
170,000.00 USD
Maximum :
200,000.00 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.