Client Success Executive

Centivo is looking for a Client Success Executive who will lead and cultivate key client relationships in our Middle Market portfolio. The role will work cross-functionally with Centivo's functional experts, third-party vendors, implementation, and sales to support the ongoing delivery of Centivo health plan products and services for our clients and their members.

Responsibilities Include

Client Relationship Management

• Serve as the primary point of contact and relationship owner for a portfolio of Middle Market, self-funded employer clients following implementation, overseeing all aspects of the health plan solution and TPA services — including member engagement and customer service, claims processing, PBM, provider network arrangements, and employer analytics and reporting.
• Ensure a new client's seamless transition from implementation into ongoing account management.
• Build and maintain strong personal relationships across the client organization, including HR and Finance, through regular formal and informal communication and engagement.
• Partner with brokers and consultants to oversee and resolve client issues, and reinforce the value of the Centivo solution at every touchpoint.
• Identify and pursue opportunities to grow client relationships in your portfolio, including increased benefits participation, higher rates of member selection, and expansion into additional geographic markets where applicable.

Renewal & Strategic Account Support

• Lead the renewal process for each account, preparing and delivering reports on Centivo's performance and health and claims data and analytics to clients.
• Present plan design and product enhancement recommendations that support each client's goals and reinforce the value of the Centivo plan.
• Monitor account health and utilization trends to help identify and address retention risks in advance of renewal.

Service Delivery & Issue Resolution

• Identify, track, and resolve issues raised by clients, coordinating resolution with Centivo team members and third-party partners.
• Serve as an escalation point for client concerns, mobilizing the right internal resources and maintaining clear, transparent communication throughout.
• Use working knowledge of self-funded plan administration and health plan operations to contextualize plan data and proactively address client questions.

Reporting & Insights

• Prepare and deliver clear, accurate reporting on plan performance, claims, and analytics that supports client decision-making.
• Collaborate with internal analytics and clinical teams to help ensure reporting reflects each client's defined priorities.

Cross-Functional Collaboration & Process Improvement

• Work cross-functionally with Centivo's functional experts, implementation, sales, and third-party vendors to support the ongoing delivery of Centivo's products and services.
• Collaborate on the enhancement of Centivo's client implementation and client success (account management) methodologies, and make recommendations for ongoing process improvement.
• Participate in sales meetings, representing the voice of client success and the team prospective clients would work with.

Qualifications

Required Skills and Abilities

• Bachelor's degree or equivalent experience required
• Minimum 5 years of health plan experience, including experience with self-funded accounts
• Minimum 5 years of Client Success (Account Management) experience in employer-sponsored benefits
• Working knowledge of self-funded health plan administration, including TPA operations, plan design, claims management, and benefit program structure
• Strong relationship management skills, with the ability to build rapport and credibility across HR, Benefits, and Finance stakeholders

Preferred Qualifications

• Familiarity with value-based care, ACO-based plan models, or primary care-centered benefit design
• Advanced knowledge of Microsoft Office products (Excel, PowerPoint, Word); comfort with data and reporting tools
• Excellent oral and written communication skills, with the ability to present information in a way that establishes rapport, persuades others, and gains understanding

Work Location: This position is remote. Preferred candidates reside in Wisconsin.