Team Lead for Customer Engagement, driving client re - engagement and leading a small team towards strategic goals in customer success.
About the role
- Director of Client Success leading strategic employer relationships at Progyny. Ensuring exceptional service and fostering long-term partnerships in healthcare benefits.
Responsibilities
- Present clear, data-driven value stories that demonstrate solution performance and uncover actionable insights for key clients.
- Articulate Progyny’s value to diverse stakeholders, including senior executives, brokers, and consultants.
- Use financial models and insights to support renewals and upsell opportunities, refining reports to align with client needs.
- Develop and execute tailored strategic plans for client retention and growth, focusing on upselling new product lines and strengthening partnerships.
- Proven success in managing expectations and working with internal executive teams to align strategies and deliver client satisfaction.
- Build and maintain strong, multi-level relationships with employers, brokers, and consultants, acting as a trusted advisor and healthcare consultant.
- Address and resolve client challenges proactively, working collaboratively across teams to implement sustainable solutions.
- Define and achieve key KPIs, including retention, satisfaction, and sales performance metrics, to drive client and organizational success.
- Conduct regular virtual and in-person meetings with clients and consultants to align on goals, address challenges, and maintain strong relationships.
Requirements
- 10+ years of strategic and consultative selling experience within healthcare, employer benefits, or insurance industries.
- Proven success managing relationships with large, complex employers, with a focus on strategic retention and growth.
- Demonstrated ability to work with and manage expectations of key internal stakeholders, ensuring alignment and actionable outcomes.
- Strong skills in negotiation, collaboration, and relationship management, with the ability to influence key stakeholders effectively.
- Expertise in presenting complex information and insights in ways that resonate with diverse audiences.
- Strong financial and problem-solving skills to drive data-backed decisions and client ROI.
- Proven ability to define goals, create action plans, and deliver results in a dynamic environment.
- Thrives under pressure, can prioritize competing demands, and excels in a fast-growing organization.
- Located near a major U.S. airport, with the ability to travel frequently for client interactions.
Benefits
- Paid family and parental leave
- Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
- Family and pet care fund
- Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
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