WHO WE ARE:

TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system.

POSITION SUMMARY:

The Vice President, Client Success will be responsible for leading and scaling TurningPoint’s efforts to build strong, lasting relationships with national and regional payer clients. This individual will oversee the entire client lifecycle—from implementation to engagement, renewal, and growth—ensuring our clients derive maximum value from our solutions and services.
As a member of the executive leadership team, this role requires a deep understanding of healthcare operations, value-based care, and population health challenges, along with the ability to build trusted partnerships and deliver measurable results. By collaborating closely with internal cross-functional teams, you’ll implement process improvements that elevate the client experience, all while maintaining a focus on the metrics that drive satisfaction and service excellence. Success will depend on your ability to collaborate across internal teams, execute client goals and priorities, and navigate ambiguity and rapid change.

EDUCATION, EXPERIENCE AND LICENSURE:

• A bachelor’s degree and 12+ years of experience in a high-performing healthcare Client Success / Account Management role; Experience in a tech-enabled healthcare services company partnering with national and regional payers is a plus
• Proven success leading client success, account management, or service delivery teams in a healthcare environment (payer, provider, or health tech).
• Deep knowledge of healthcare workflows, terminology, and compliance frameworks (e.g., HIPAA, HEDIS, CMS programs).
• Exceptional interpersonal, communication, and executive presence.
• Track record of driving customer retention, revenue growth, and satisfaction in a complex stakeholder environment.
• Successful track record of driving renewals and new business development within existing clients
• Experience managing complex contract negotiations and pricing model development
• Experience and comfort using data to share insights and make actionable recommendations.
• Excitement for building new processes and tackling new challenges; skilled at problem-solving, exhibits attention to detail, and is driven to continuously enhance team performance
• Proven track record of working cross-functionally to drive alignment and decision-making where there may be competing priorities
• Strong communication skills, both in email, conference calls, and 1:1 calls, will be critical to success in working with cross-functional team members and executive leadership
• High EQ; ability to foster effective teamwork, align to a shared goal and resolve conflicts constructively, and cultivate strong relationships with colleagues and stakeholders
• Intellectually curious and low ego; willing to invest several months into developing a deep understanding of TurningPoint’s services and products
• Willingness to travel to clients for in-person meetings
  TurningPoint Healthcare Solutions is an Equal Opportunity Employer

• Develop and lead the enterprise client success strategy aligned with healthcare industry needs and regulatory standards.
• Serve as the executive sponsor for key accounts, building and maintaining C-suite relationships with payer clients.
• Champion a client-centric culture focused on outcomes, satisfaction, and retention.
• Scale the team’s capabilities to meet growing client demands, while ensuring a consistent, high-quality experience.
• Establish clear performance metrics and professional development programs.
• Define and track KPIs such as client retention, satisfaction (e.g., CSAT, NPS), time to value, and Net Revenue Retention (NRR).
• Regularly report on client trends, performance, and risk to the executive team and board.
• Leverage data to demonstrate ROI to clients and promote value-based partnerships.