Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health
About the Role
At Marathon Health, we believe healthcare should put people first. As our Vice President of Client Success, you are first and foremost a people and function leader. You will build and lead a team of 8 expert Client Success Managers (CSMs), develop them to practice Client Success the Marathon way, and be accountable for the team’s performance across our network of employer, union, and health plan clients.
Your team is responsible for a 60+ client portfolio representing nearly $80M in annual contract value (ACV). Y will own the end-to-end client journey from implementation through renewal, partner with Growth peers on new client transitions and expansion, and make sure every client sees measurable value in our care, our people, and our results.
What this role is accountable for
- Build a team of expert CSMs. Hire, develop, and coach a team of expert CSMs who practice Client Success the Marathon way, and own the team’s results.
- Shape client strategy. Set the segmentation, account planning, and growth strategy for the portfolio, so every client has a plan and a clear owner.
- Deliver on commitments. Deliver on what we promise clients and Marathon: retention, net revenue retention, expansion revenue, and client outcomes.
- Win renewals and rebids. Lead the annual renewal cycle and win competitive rebids, using data-informed partnerships to secure long-term loyalty.
- Make new clients successful. Own the handoff from Growth into implementation and make sure every new client gets off to a successful start.
- Grow with Growth. Co-own new business transitions and expansion opportunities with Growth peers, including Growth Farmers, under an explicit ownership model.
Scale and scope of the role
- Portfolio: Nearly $90M ACV
What You’ll Do
Lead and develop a team that practices Client Success the Marathon way
- Build, mentor, and scale a team of 8 expert CSMs grounded in service, accountability, collaboration, and innovation.
- Define the Marathon way of practicing Client Success and coach CSMs to apply it consistently across every client.
- Set clear goals, hold the team accountable for performance, and manage talent through hiring, development, and succession.
- Use data and insights to continuously improve processes, methodologies, and tools across Client Success.
- Advise senior leadership on account planning, segmentation, and go-to-market strategy.
- Collaborate with Operations, Finance, and other teams so client needs and organizational capabilities stay aligned.
Shape client strategy and deliver on commitments
- Lead account planning and client segmentation so every client has a growth plan and a clear owner.
- Lead the renewal cycle for annual renewals, including competitive rebids, and negotiate renewals and expansions to optimize pricing, terms, and mutual value.
- Set and deliver the expansion strategy for the existing client base, including new sites, added populations, and additional service lines (such as primary care, behavioral health, physical therapy, and occupational health).
- Build a repeatable process to spot risk and expansion signals early, using utilization, engagement, outcomes, and client business changes to prioritize action.
- Forecast and report on retention, expansion pipeline, and revenue growth to executive leadership.
Partner with Growth from new business through expansion
- Own the handoff from Growth into new client implementation and be accountable for a successful transition from signed contract to a live, thriving client.
- Define and maintain an explicit ownership model with Growth peers covering who leads, who supports, and when ownership transfers, for both new business transitions and expansion opportunities.
- Coordinate with Growth Farmers on expansion opportunities within existing clients, aligning on account strategy, pipeline, and roles for each pursuit.
- Partner with Sales, Marketing, Product, and Pricing to package offers, shape proposals, and close expansion deals; support sales efforts in your assigned region.
Be a trusted advisor to our clients
- Partner with client executives and key stakeholders to understand their business challenges and align Marathon solutions to their goals.
- Report on key performance indicators internally and to clients, demonstrating return on investment and strengthening our value proposition.
- Drive member utilization through marketing, patient outreach, and client partnerships.
- Work closely with field operations leaders to identify risk, increase member engagement, and secure renewals.
- Be the voice of the client inside Marathon, bringing feedback and market insight to Product and Innovation teams to shape what we build next.
What You’ll Bring
- Bachelor’s degree in business, marketing, or a related field (MBA or advanced degree preferred) and 10 years of experience in client management, account management, brokerage, consulting, or a similar client-facing role, or an equivalent combination of education and experience.
- 5+ years in healthcare, healthcare benefits, population health, or human resources strongly preferred.
- A proven record of managing a large, complex portfolio, including renewal, competitive rebid, expansion, and cross-sell results, and of partnering with Growth or Sales on new client transitions.
- Experience building, leading, and scaling Client Success teams of 8 or more, with strong coaching and performance management skills.
- Financial acumen, including financial analysis, strategic modeling, and pricing and performance evaluation.
- Strategic thinking that turns business goals into actionable client success and growth plans.
- Exceptional communication and presentation skills, including with C-level executives inside and outside Marathon.
- Skill in working across Sales, Marketing, Product, and Pricing teams.
What Sets You Apart
- Strategic leader. You anticipate client needs and market shifts, then adapt strategy before you’re asked.
- Client-centered. You understand each client’s challenges and objectives, and you build partnerships that last.
- Results-driven. You are driven by KPIs for retention, client satisfaction, and revenue growth, and you build scalable processes for onboarding, engagement, and service delivery.
- Collaborative. You align cross-functional teams around shared client goals and manage internal and external stakeholders, including C-suite executives and healthcare partners.
- Ethical. You lead with transparency, accountability, and integrity, which matter most in healthcare.
- Mission-aligned. You share our mission to care for people, deliver healthcare differently, and lead transformative change.
Pay Range: $170,000 - $200,000/yr
The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level. This position is also eligible for an annual incentive.
We are accepting applications for this position until a candidate has been selected. To apply to this position and learn more about open jobs at Marathon Health, visit our careers page.
