• HiLabs is a fast-growing healthtech company transforming healthcare data into a strategic asset. Our proprietary AI-powered platform cleans and enriches messy healthcare data—especially provider data—on day one, helping payers unlock insights, improve member experiences, and drive operational efficiency. Recognized by Gartner® for our innovation in generative AI for healthcare payers, we’re redefining what’s possible in healthcare data intelligence. We’re looking for a Director, Customer Account Lead to join our Customer Success team. This individual will be a key leader responsible for managing strategic relationships with payer clients, ensuring seamless coordination across delivery teams, and driving long-term customer value.

1. Relationship Management :

• Serve as the primary relationship manager for payer clients throughout the delivery lifecycle, ensuring alignment between client expectations and HiLabs’ execution teams.

• Oversee the client experience during implementation and ongoing delivery phases, acting as a strategic liaison between the client and HiLabs’ delivery, product, and engineering teams.

• Manage escalations and resolve issues, ensuring timely communication, cross-functional coordination, and client satisfaction.

• Monitor delivery progress and outcomes, providing strategic guidance and feedback to internal teams while maintaining a high-level view of client goals and success metrics.

• Represent the voice of the customer, advocating for client needs and priorities in internal planning and product discussions.

2. Account Management & Growth :

• Develop and maintain trusted relationships with senior stakeholders at payer organizations.

• Act as a strategic advisor to clients, identifying opportunities to expand HiLabs’ footprint and deliver additional value.

• Drive internal accountability for customer success across the HiLabs team, ensuring a unified and proactive approach to client engagement.

• Support business development by identifying upsell and cross-sell opportunities within existing accounts.

3. Team Leadership & Internal Enablement :

• Coach and develop a high-performing team of delivery professionals, fostering a culture of excellence and continuous improvement.

• Lead internal initiatives to enhance delivery processes, tools, and best practices.

• Inspire teams by embodying HiLabs’ mission and values, and by championing innovation and customer-centricity.

1. Required:

• Bachelor’s degree in a relevant field.

• 10+ years of experience in healthcare management, consulting, or payer operations.

• 8+ years of experience in customer success, program management, or account leadership roles.

• Proven success managing executive-level relationships and leading complex client engagements.

• Exceptional communication skills with the ability to influence and build trust across diverse stakeholders.

2. Preferred :

• Experience working with payers, especially in areas such as provider data, provider networks, claims, or member services.

• Strong understanding of healthcare data challenges and the ability to translate technical solutions into business value.

• Demonstrated ability to manage risk and develop mitigation strategies in complex delivery environments.

• Advanced proficiency in MS Office tools