Director of Client Success

The Director of Client Success leads Leap's team of senior Strategic Client Success Managers and owns the systems that let us deliver a white glove experience to every client while the business grows at extreme velocity. You will manage and develop a team of experienced, principal-level client leaders who each own strategic relationships with employers, TPAs, Pharmacy Benefit Managers (PBMs), in partnership with the benefits consultants. You will also carry executive relationships with our most strategic clients and be the senior point of escalation for the team.

This is a builder role. Our client base is growing faster than our team, and the next stage requires operating rhythms, escalation paths, and account coverage models that scale without making any client feel like a number. This position reports to the SVP of Client Operations & Success.

WHAT YOU'LL ACCOMPLISH

Lead And Develop A Senior Team

• Manage, coach, and grow a team of senior and principal-level Strategic Client Success Managers, setting clear expectations for account outcomes, client experience, and judgment
• Hire and onboard new team members as we scale, and design how accounts are assigned and balanced across the team
• Build a culture where team members give direct feedback to each other and push back on clients with confidence and care
• Run regular 1:1s, account reviews, and performance conversations that raise the bar for the whole team

Build The Operating System For Client Success

…