Job description
Help Us Shape the Future of Healthcare
At League, we're big on building connections - both through our product and with each other. Our platform is consumer centric, personalized and always on. We're reimagining the health benefits experience to give people a more consumer-centric way to manage their health: immediate, seamless, and tailored to their unique needs. It's a front door to healthcare that empowers people to live healthier, happier lives. Every day.
As the Principal, Customer Success you will be the voice of the customer within League. You will oversee all things customer success related including account management, onboarding, adoption, advocacy, and retention. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with League and become passionate advocates for our brand.
In this role, you are expected to:
- Own a book of Enterprise level business and drive those client relationships through a team-based approach throughout the entire customer lifecycle
- Have strong rigor around the implementation process and execute flawlessly
- Champion programs to optimize customer satisfaction, measured by Net Promoter Score and other customer engagement methodologies
- Execute on our Client Solutions engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives
- Measure against our objectives and KPIs with rigour and
- Expand revenue in existing accounts and increase average customer lifetime value
- Recruit, attract and retain a team of client solutions professionals. Ensure that the team is appropriately staffed and trained to drive customer satisfaction
- Communicate the status of clients constantly to the management team and other key stakeholders
- Develop a strong network of relationships among peers, partners, customers, and other key stakeholders.
- Help to build out our customer reference program
- Work with Sales team to optimize the handoff from contract close to implementation
About you:
- Minimum of 8 years relevant experience in business operations in management consulting, group benefits consulting or a SaaS company
- Substantial leadership experience, with 3+ years at senior management / director level
- Account Management or Customer Success experience at the Enterprise level
- SaaS or Group Benefits implementation experience
- Strong leadership skills and a drive to make a large impact on the company and the customers
- Strong business and technical acumen, and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models
- Background using data and analytics in decision making
- Results-oriented individual with a history of setting and attaining goals and meeting aggressive timelines
- Confident, capable, enthusiastic self-starter with minimal need for direction
- Passion for data, analytics, and process: ability and desire to dive into data to understand metrics
- BA or BS degree or equivalent experience is required
- MBA or equivalent preferred
At League, everyone is welcome. We believe individuals should not be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you are an individual in need of assistance at any time during our recruitment process, please contact us at recruitinginfo@league.com.
Our Application Process:
Applying to a role you love can be exhausting, and understanding the next steps can feel vague and uncertain. You have done the hard part of submitting your application; let's do ours by sharing potential next steps
- You should receive a confirmation email after submitting your application.
- A recruiter (not a computer) reviews all applications at League.
- If we see alignment with League's needs, a recruiter will reach out to learn more about your goals. The recruiter will also share the team-specific interview process depending on the roles you are exploring.
- The final step is an offer, which we hope you will accept!
- Prior to joining us, we conduct reference and background checks. Additional checks could be required for US Candidates, depending on the role you are exploring.
Here are some additional resources to learn more about League:
Learn more about us in this short video!
League, Cleveland Clinic collaborate to make employees healthier across North America
League and Loblaw bring next-generation digital health platform to customers
League Completes Workday Approved Integration
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