Client Success Executive
We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.
Summary of role:
Centivo is looking for a Client Success Executive who will own and grow key client relationships within our bool of self-funded employers utilizing a Reference Based Pricing (RBP) health plan model. This role is the primary relationship owner post-implementation, responsible for driving client satisfaction, retention, and strategic growth while serving as a trusted advisor to HR and finance leaders navigating the RBP landscape.
You will work cross-functionally with Centivo's internal teams, brokers, consultants, and other third-party vendors to ensure seamless plan delivery and an exceptional client experience. The ideal candidate is a confident, strategic account manager who understands the self-funded TPA environment and brings hands-on familiarity with Reference Based Pricing, including the ability to speak credibly to how the model works, how claims are priced, and how to proactively guide clients through the complexities of RBP plan administration.
Qualifications:
Client Relationship Management
Serve as the primary point of contact and trusted advisor for a BOOK of self-funded RBP employer clients, owning the overall health and growth of each relationship from post-implementation through renewal and beyond.
Build deep, multi-threaded relationships across client organizations, including HR, Benefits, and Finance leaders, through consistent, proactive communication and strategic engagement.
Interact regularly with brokers and consultants to align on client goals, surface and resolve issues, and reinforce the value of the Centivo RBP solution.
Identify and act on opportunities to grow relationships within your book, including increased benefits participation, expanded member enrollment, and geographic market expansion.
Represent the client's voice internally, advocating for their needs and priorities across Centivo's product, operations, and leadership teams.
Strategic Account Leadership & Renewals
Lead the end-to-end renewal process for each client, developing a tailored strategy that demonstrates plan performance, quantifies RBP savings, and positions Centivo for long-term retention.
Prepare and deliver compelling, data-driven renewal presentations, including health plan performance summaries, claims analytics, cost benchmarking, and plan design recommendations, tailored to each client's business objectives.
Proactively identify risks to retention and develop mitigation strategies well in advance of renewal, leveraging data, stakeholder relationships, and a deep understanding of the client's priorities.
Act as a strategic consultant to clients considering plan design changes, RBP program enhancements, or benefit expansions, providing informed recommendations grounded in data and industry best practices.
Participate in sales meetings and finalist presentations to represent the client success experience and provide prospective clients with confidence in Centivo's service model.
Plan Administration & Operational Oversight
Oversee all aspects of the client's health plan solution in partnership with Centivo's functional teams and the RBP TPA, including member engagement, customer service, claims operations, PBM, provider network, and reporting.
Ensure a smooth and well-managed transition from implementation to ongoing account management, setting clear expectations and establishing strong operating rhythms with each client.
Maintain a working knowledge of Reference Based Pricing methodology, including how claims are benchmarked, priced, and adjudicated, in order to educate clients, respond to inquiries, and contextualize plan data with confidence.
Coordinate with internal teams to research and clearly explain claim payment rationale when questions arise, translating technical pricing logic into straightforward language for HR and finance audiences.
Identify, track, and drive resolution of client issues including claims discrepancies, member escalations, and provider disputes by mobilizing the right internal and TPA resources and keeping clients informed throughout the process.
Collaborate on continuous improvement of Centivo's account management processes, contributing insights from your client book to enhance service delivery, RBP education, and member advocacy.
Education and Experience:
Bachelor's degree or equivalent experience is required
10 years Client Success experience in employer-sponsored benefits
5 years of health plan experience, including self-funded accounts (TPA’s)
Preferred Qualifications:
Advanced knowledge of Microsoft Office products (Excel, Power Point, Word)
Excellent oral and written communication; an ability to present information in a way that establishes rapport, persuades others, gains understanding
Work Location:
This position is remote
Centivo Values:
● Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.
● Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.
● Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.
Who we are:
Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.
Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.