VP of Client Success

About OncoHealth   OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types. About the Role   The Vice President of Client Success is responsible for the retention, growth, and overall success of an assigned market of OncoHealth clients. This role directly manages a portfolio of strategic accounts while also providing leadership and oversight for additional accounts managed by a Client Success Director and other assigned team members within the same market. The Vice President serves as both the executive account leader for assigned clients and the market leader responsible for overall retention, expansion, client advocacy, and client satisfaction performance across the entire assigned market. This role is accountable for achieving renewal, upsell, cross-sell, referenceability, and growth objectives while ensuring consistent execution of OncoHealth’s client success strategy. The Vice President develops executive-level client relationships, sponsors strategic initiatives, coaches Client Success team members, and partners closely with Sales, Product, Clinical, Operations, Analytics, Finance, and Executive Leadership to maximize client value and drive long-term business growth.   Primary Responsibilities

• Direct Client Portfolio Management.
• Directly manage and serve as the executive account leader for a portfolio of strategic health plan clients.
• Own retention, renewal, client satisfaction, executive engagement, and growth outcomes for directly assigned accounts.
• Develop trusted relationships with client executives and key clinical, operational, financial, and business stakeholders.
• Create and execute comprehensive account plans that align OncoHealth solutions with each client’s strategic priorities and measurable outcomes.
• Lead Executive Business Reviews, strategic planning sessions, onsite engagements, and other executive-level client interactions.
• Monitor client health, contractual commitments, operational performance, realized value, ROI, engagement, and renewal readiness. 
• Identify and lead mitigation plans for relationship, operational, financial, competitive, and renewal risks. 
• Serve as the escalation owner for complex client issues, ensuring clear accountability, communication, and timely resolution. 
• Market Leadership and Business Performance.
• Own the performance of an assigned market consisting of accounts directly managed by the Vice President and accounts managed by the Client Success Director or other assigned team members.
• Maintain market-level accountability for client retention, renewals, net revenue retention, expansion, client health, satisfaction, and referenceability.
• Establish and execute a market strategy that addresses client priorities, growth opportunities, competitive dynamics, service adoption, and portfolio risk.
• Lead routine market and account reviews to assess client health, renewal preparedness, growth pipeline, advocacy opportunities, and required executive actions.
• Ensure consistent, high-quality account planning, governance, documentation, forecasting, and client communication across the market.
• Provide concise, decision-oriented market updates to the Chief Customer Officer and Executive Leadership, including risks, opportunities, financial implications, and recommended actions.
• Coordinate executive sponsorship and cross-functional resources for high-priority relationships, renewals, escalations, and strategic initiatives.
• Cross-Functional Leadership.
• Partner with Sales, Product, Clinical, Operations, Analytics, Implementation, Finance, Legal, Compliance, and Executive Leadership to deliver client outcomes and support retention and growth.
• Align internal stakeholders on account strategy, client commitments, priorities, risks, and decision points.
• Bring client and market insights into product, service, operational, and strategic planning discussions.
• Facilitate timely decisions and coordinated action when client needs span multiple functions.
• People Management.
• Directly manage, coach, and develop a Client Success Director and other assigned team members.
• Establish clear expectations and accountability for retention, growth, client health, executive engagement, referenceability, account planning, and follow-through.
• Provide regular coaching, portfolio guidance, escalation support, and feedback to strengthen strategic account management capabilities.
• Ensure the Client Success Director maintains effective relationships, governance, risk plans, renewal plans, and growth strategies for assigned clients.
• Allocate attention and resources across the market based on client needs, business impact, risk, and opportunity.
• Promote a culture of ownership, transparency, collaboration, continuous improvement, and client-centered decision-making.

About You

• Bachelor’s degree or relevant experience required. Master’s degree in business, healthcare administration, public health, or a related field preferred.
• 20+ years of progressive experience in client success, strategic account management, health plan services, healthcare technology, or a related field.
• Demonstrated success directly managing complex enterprise or health plan client relationships with accountability for retention and growth.
• Prior people leadership experience, including coaching and developing senior client-facing professionals.
• Experience working with health plans across Commercial, Medicare, and/or Medicaid lines of business. 
• Knowledge of utilization management, oncology management, digital health, healthcare analytics, value-based care, or related payer solutions.
• Ability to translate operational, clinical, financial, and analytical information into clear client value and executive-level recommendations.
• Executive presence and strong written, verbal, presentation, negotiation, and relationship-management skills.
• Ability to manage competing priorities, make sound decisions, and lead through ambiguity in a matrixed organization.
• Systems/Tools: MS Office Suite proficient.
• Travel up to 50%. Must possess a valid driver’s license.

About the Location OncoHealth is committed to remote, hybrid or in office work options.  The majority of the team will be remote or in hybrid work arrangements with offices in Atlanta, GA and Guaynabo, PR.  We are open to employees nationwide but work primarily in the Eastern and Central Time Zones. Our Culture Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success.  Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation – all with a focused mission of putting patients first!  We offer a full benefit package on your first day, along with a company bonus.  You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social activities and community events matter. We enjoy being together!   OncoHealth is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on qualifications, merit, and business need. The Opportunity The cost of cancer related medical services and prescription drugs in the United States is expected to reach $246 billion by 2030. OncoHealth has enjoyed rapid growth over the past 3 years and seeks smart, collaborative people to join its team. We have just under 250 team members, so we can move swiftly but precisely to the market needs of our customers. Strongly backed financially by Arsenal Capital Partners & McKesson Corporation, we remain in an investment and growth mode. This means we are open-minded to how we get the work done – now is the perfect time to talk to us! Our Current Solutions Through the use of OncoHealth's utilization management system, OneUM, our customers can use a single e-Prior Authorization portal for all oncology drug request and treatments. Our system improves quality of care, reduces provider abrasion and gives health plans visibility into the total cost of oncology treatment.    OncoHealth offers Oncology Insights Pro, an analytic software solution that enables health plans to use data and analytics to improve oncology programs.  Using real world data, our engineers normalize data to create analytic dashboards with drill down compatibilities.  The data is the paired with expert guidance providing the strategies an insight needed to keep up with the continuing evolving cancer treatment landscape.    OncoHealth offers Pharmacy Consulting services to health plans and pharmaceutical companies.  New cancer treatments are entering the market at an unrelenting pace.  Since 2018, the FDA approved 121 new cancer applications including 49 novel cancer drug entities.  Our Board-Certified Oncology Pharmacologists can help health plans update drug policies, offer utilization management and formulary advice, and development training for staff.   OncoHealth's latest offering is Iris, a digital telehealth platform that delivers personalized, oncology-specific support to navigate the physical symptoms and emotional challenges caused by cancer and cancer treatment. Powered by technology, staffed 24X7, and delivered with empathy, Iris allows patients to connect with trained oncology experts and receive personalized, oncology-specific telehealth support.

Bachelor's degree or relevant experience required; 20+ years progressive experience in client success or healthcare technology; people leadership experience; MS Office proficiency; valid driver's license; travel up to 50%.

Key Responsibilities

• managing client portfolios
• leading market strategy
• coaching team members

Skills & Tools

Microsoft Office

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Languages: English

About OncoHealth

A digital health company helping health plans, employers, providers, and patients navigate the complexities of cancer through technology-enabled services. — Industry: Healthcare

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