Senior Director, Customer Success

Virta Health is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.

The Senior Director, Client Success – Health Plans & PBMs will lead Virta’s partnerships with health plans and PBMs across diverse lines of business (ASO, fully insured, Medicare Advantage, Medicaid). This leader will oversee a high-performing team responsible for:

• Driving customer satisfaction and long-term retention

• Identifying and executing on expansion opportunities

• Ensuring Virta delivers enterprise-grade results that improve the health of plans’ members

Virta’s health plan and PBM business is a critical growth area for the business. The Senior Director will play a pivotal role in scaling our impact.

• Lead and grow a customer success team currently organized around National Accounts, Blues & Regional Plans, and PBM partners

• Support team and effectively liaise cross-functionally to ensure Virta value to customer is clear and substantiated through compelling and accurate reporting packages, strong executive sponsorship, effective business reviews, etc.

• Identify and unlock growth opportunities (e.g., product expansion, population expansion) and coach team on strategies for effectively pursuing them

• Deliver against critical performance metrics, including:

  • Gross and Net Revenue Retention

  • Net Promoter Score (NPS)

  • Referenceability

  • Expansion

• Advocate for the health plan and PBM customer internally, ensuring what’s needed to be successful with these customers informs Virta’s roadmap and organizational priorities

• Provide exceptional leadership and people management to a growing team – drive clarity, coach for growth and impact, and foster high engagement

Within your first 90 days at Virta, we expect you will do the following:

• Meet and begin to build relationships with your team – establish trust and identify areas where more active support from the Senior Director is needed

• Meet and begin to build relationships with our health plan and PBM customers, prioritizing the largest and those with greatest opportunity and/or greatest risk

• Meet and begin to build relationships with key cross-functional stakeholders

• Formalize structure for improved relationship mapping, expansion opportunity identification, and retention risk monitoring. Develop hypotheses on high-impact team efforts that would improve performance on KPIs

• 12+ years of Client Success/Sales experience

• 5+ years in people management experience, leading high-performing teams

• Experience working for or servicing health plans

• Sales forecasting and overall revenue modeling

• Ability to build strong cross-functional partnerships to deliver on customer commitments and facilitate evolution of product-market fit

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally

• You have a strong sense of ownership and take initiative while empowering others to do the same

• You prioritize positive impact over busy work

• You have no ego and understand that everyone has something to bring to the table regardless of experience

• You appreciate transparency and promote trust and empowerment through open access of information

• You are evidence-based and prioritize data and science over seniority or dogma

• You take risks and rapidly iterate

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Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $190,530 - $219,000. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.
Clinical roles: We currently do not hire in the following states: AK, HI, RI
Corporate roles: We currently do not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.

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