Sr. Director, Client Success - MDLive - Remote

Position Description

The Client Success Executive serves as the strategic relationship owner for assigned health plan, employer, third-party administrator (TPA), broker/consultant, and other strategic clients. This role is accountable for client health, executive relationships, retention, growth, utilization, and value realization.

The CSE develops a deep understanding of each client’s business objectives, benefit strategy, population needs, performance expectations, and evolving priorities. The role translates MDLIVE performance and capabilities into a clear value story and leads account strategies that strengthen the partnership, protect revenue, increase adoption, and create sustainable growth.

The CSE leads strategic direction and executive engagement while partnering closely with Account Management on day-to-day execution, issue management, and client coordination. Success requires strong executive presence, commercial judgment, healthcare expertise, and the ability to align cross-functional teams around complex client priorities.

Essential Job Functions

• Serve as the primary strategic relationship owner and trusted advisor for assigned clients.
• Develop and execute strategic account plans focused on client health, executive alignment, retention, utilization, growth, and long-term partnership objectives.
• Build trusted relationships with senior and executive client stakeholders; identify decision-makers, influencers, and opportunities to strengthen MDLIVE’s position.
• Develop a deep understanding of client business objectives, benefit strategy, population health priorities, member engagement needs, and measures of success.
• Own the overall client health narrative and proactively identify relationship, performance, financial, contractual, utilization, and renewal risks.
• Lead renewal and revenue-retention strategy in partnership with Sales, Finance, Legal, Account Management, and other internal stakeholders.
• Identify and advance expansion opportunities through additional MDLIVE solutions, increased adoption, and improved utilization.
• Translate operational, clinical, financial, utilization, and engagement data into executive-level insights and recommendations.
• Lead Quarterly Business Reviews, Annual Strategic Reviews, executive meetings, and multi-year partnership planning.
• Lead strategic and executive escalations, coordinating internal alignment, resolution strategy, and client communication.
• Serve as the voice of the client internally and act as the cross-functional quarterback for client strategy and commitments.
• Partner with Account Management to align strategic priorities with tactical execution while maintaining clear ownership of day-to-day operations and issue follow-through.
• Maintain accurate visibility into client health, retention risk, growth opportunities, executive relationships, and key commitments in applicable client management systems.
• Monitor healthcare, virtual care, benefit, and competitive trends relevant to assigned clients.
• Other duties as assigned.

Required Knowledge/Skills/Abilities

• Deep understanding of health plans, employer-sponsored benefits, TPAs, brokers/consultants, and the healthcare benefits ecosystem.
• Strong knowledge of virtual care, digital health, healthcare delivery, population health, and client value realization.
• Demonstrated ability to manage complex enterprise relationships involving multiple stakeholders, priorities, and contractual requirements.
• Strong executive presence and ability to build credibility with senior and C-suite client stakeholders.
• Commercial acumen across retention, renewals, account growth, pricing, contracting, and revenue risk.
• Ability to interpret performance data and translate it into clear business insights and recommendations.
• Excellent communication, presentation, negotiation, relationship-management, and problem-solving skills.
• Ability to influence outcomes and lead cross-functional teams without direct authority.
• Exceptional organization and project-management skills with the ability to manage multiple strategic accounts and priorities.
• Positive, collaborative, team-first mindset with strong ownership and accountability.
• Experience with Salesforce or similar CRM/client-management technology.
• Experience using AI tools to support daily workflows and improve efficiency.

Education and Experience

• Bachelor’s degree required.
• 10+ years of experience in healthcare client management, strategic account management, client success, consulting, health plan management, healthcare benefits, digital health, virtual care, or a related field preferred.
• Experience managing complex enterprise relationships with health plans, large employers, TPAs, brokers/consultants, or healthcare organizations.
• Experience supporting executive relationships, enterprise renewals, revenue retention, account growth, and strategic planning.
• Experience leading executive business reviews and coordinating across clinical, operational, financial, technology, legal, and executive stakeholder groups.
• Virtual care, digital health, healthcare delivery, or healthcare benefits experience strongly preferred.

Travel Requirements

Up to 20%.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.