VP, Customer Success

About World Class Health

World Class Health (WCH) is an AI-native specialty-care Center of Excellence covering elective surgery, musculoskeletal (MSK) care, imaging, infusions, cancer care, women's health, and weight-loss and GLP-1 management. Our AI identifies members who are likely to need specialty care before they choose a specialist, then engages and navigates them to high-quality, lower-cost providers. Employers get better outcomes for their people, backed by the industry's first 100% contractual savings guarantee.

We serve self-funded employers directly and through benefits consultants, and we are building distribution through TPAs and health plans. We are based in San Francisco and growing quickly.

The role

The VP, Customer Success owns the post-sale relationship with every WCH client and channel partner, from contract signature through launch, adoption, renewal, and expansion. This is a new role, reporting to the Chief Commercial Officer as part of the Growth team alongside Sales, Marketing, Consultant Relations, and Payers & Partnerships.

It matters now because our results depend on what happens after the sale. Claims and eligibility data must arrive on time, members must engage, and clients must see verified savings before they will renew, expand, or speak on our behalf. As we add TPA and health-plan partners, Customer Success must also support those partners' own account teams in selling and servicing WCH across their books of business.

You will help expand the Customer Success team, the playbooks, the metrics, and the client-facing proof that fuels the rest of the Growth team.

What you'll do

Lead launch and implementation

Own the implementation playbook for new employer clients, TPA partners, and health-plan partners, from kickoff to go-live.
Make data sharing a pre-launch requirement: secure claims, eligibility, and prior-authorization feeds from carriers and TPAs on a defined schedule, and escalate when they slip.
Coordinate with carriers and TPAs on network, billing, and administrative workflows so launches stay on time.

Drive adoption and engagement

Partner with the Engagement, Clinical Operations, and Marketing teams on client-led member communications that build trust and drive utilization.
Help clients move from voluntary programs toward stronger plan designs (soft and hard mandates, prior-authorization integration) by bringing completed-case results and savings forecasts to each review.

Own renewal, expansion, and value proof

Run quarterly and annual business reviews with benefits leaders, their consultants, and partner account teams, anchored in savings, quality, and member-experience data.
Own gross and net revenue retention; expand accounts into additional service lines (surgery, MSK, imaging, infusions, cancer, women's health, and GLP-1 management) and populations.
Reconcile results against our savings guarantee with Finance, and present them clearly to clients and consultants.
Recruit referenceable clients for case studies, testimonials, and conference co-presentations, working with Marketing and Consultant Relations.

Support channel partners

Serve as the post-sale counterpart to TPA and health-plan partners, enabling their sales and account-management teams to position WCH with their employer customers, especially during plan-renewal cycles.
Help design scalable, low-touch onboarding and servicing for small and mid-size employer groups reached through partners.

Build the team and operating system

Hire and lead a team of client success managers and implementation leads as the business grows.
Define the stage taxonomy, health scores, escalation paths, and dashboards for every account, using AI and automation wherever possible.
Feed client and partner insight back into Product, Network, and Sales.

What you bring

Required

15+ years in healthcare account management, client success, and implementation, including 5+ years leading teams.
Significant health-plan (payer) experience, ideally on the national accounts, ASO/self-funded, or employer-solutions side of a national carrier.
Working knowledge of how carriers and TPAs operate: network leasing, claims and eligibility data flows, prior authorization, stop-loss, and administrative billing.
Experience in digital health, managing employer clients through launch, engagement, and renewal.
A track record of owning retention and expansion targets for large self-funded employers, with comfort in front of benefits leaders and their consultants (Mercer, Aon, WTW, and others).
Fluency with savings, ROI, and outcomes reporting, including performance guarantees and fees at risk.
A builder's mindset: you have stood up or scaled a function, not only run an existing one.

Strongly preferred

Experience supporting payer or TPA partnerships where the partner's own teams sell and service the program.
Exposure to mandate or plan-design conversations with employers.
Experience at a Center of Excellence or specialty-care navigation vendor (surgical, imaging, infusion, or oncology).
Hands-on use of AI tools to scale client service.
Bachelor's degree required; MBA, MHA, MPH, or clinical background a plus.

Who thrives here

You are comfortable in a fast-moving startup where the playbook is evolving. You are equally credible with a health-plan executive, a CHRO, and a benefits consultant, and you are happy to roll up your sleeves on a data-feed escalation. You care about patients getting better care, and you measure your work in outcomes clients can verify.

What we offer: competitive base salary, performance bonus, and equity; comprehensive benefits; and the chance to build a core function at a company redefining how employers buy specialty care.

Location: 100% remote with regular travel to clients, partners, and industry events.