SVP, Client Success

Transcarent is seeking a Senior Vice President to lead our most strategic customer relationships and accelerate AI adoption and impact across healthcare. This leader will own account strategy, executive engagement, value realization, retention, and growth.The ideal leader brings deep healthcare and benefits expertise, C-suite credibility, commercial acumen, and the ability to turn complex solutions into meaningful, scalable customer value. You lead with curiosity, accountability, and a customer-first mindset, moving comfortably between executive strategy and delivery details. You communicate outcomes and tradeoffs clearly, bring teams together around practical plans, and consistently focus on improving the customer and member experience while driving sustainable growth.

What you’ll lead Strategic accounts, executive governance, and growth

• Own executive relationships and multi-year account plans aligned to customer strategy, benefit design, clinical and operational priorities, technology, and growth objectives.

• Advise CEOs, CHROs, CFOs, COOs, CIOs, CMIOs, chief medical officers, benefits leaders, and other senior stakeholders; establish sponsorship, governance, decision rights, and communication rhythms.

• Coordinate customer and partner ecosystems—including employers, payers, providers, consultants, brokers, TPAs, and PBMs—and connect objectives to implementation, adoption, service performance, and commercial opportunities.

• Lead executive reviews and strategic planning; own retention, renewal readiness, expansion, and account growth. Partner with Sales, Solutions, Product, Finance, Legal, Clinical, Pharmacy, Operations, and Implementation on account plans, contracting, renewals, and service changes.

• Track account health, value, adoption, whitespace, competition, commitments, risks, and growth potential; forecast performance and proactively address risks to retention, revenue, delivery, and satisfaction. Develop customer advocates and references with appropriate permissions.

Healthcare benefits and care-domain leadership

• Guide customer strategies across navigation, advocacy, pharmacy, care management, utilization management, and complex specialty care, connecting programs to quality, access, affordability, and member experience.

• Bring strong PBM and pharmacy benefits knowledge, including formularies, utilization, specialty drugs, rebates, pricing, transparency, reporting, and member impact.

• Lead strategies across high-cost and complex care areas such as MSK, surgery and Centers of Excellence, oncology, and other specialty programs.

• Understand how medical and pharmacy benefits, networks, claims and eligibility data, clinical operations, and member communications work together to deliver effective, compliant experiences.

• Partner with Clinical, Pharmacy, Actuarial, Legal, Finance, Product, and Operations leaders to translate complex healthcare strategies into practical customer solutions.

Enterprise AI transformation and value realization

• Guide customers from AI use-case discovery and pilots to responsible, enterprisescale adoption; prioritize opportunities across clinical, operational, financial, workforce, member, and employee experiences.

• Advise on workflow integration, data readiness, interoperability, governance, privacy, security, risk, human oversight, and change management. Connect capabilities to real healthcare workflows and identify what is ready to deploy versus what needs validation or integration.

• Define and track implementation, adoption, utilization, engagement, time-to-value, service performance, member experience, clinical and operational outcomes, affordability, and ROI; remove barriers and scale successful deployments into broader partnerships.

Organizational leadership

• Translate customer needs, service performance, and market insights into priorities for Product, Engineering, AI, Clinical, Pharmacy, Operations, Marketing, and other teams.

• Build and lead a high-performing strategic account organization, establishing scalable coverage, segmentation, operating models, KPIs, forecasting, governance, and account playbooks.

• Coach leaders and account executives in executive presence, commercial accountability, customer empathy, healthcare fluency, and technical judgment; foster disciplined planning, transparent escalation, measurable outcomes, and long-term partnership.

How success will be measured

• Retention, renewals, strategic account growth, and expansion revenue.

• Account health, forecast accuracy, executive engagement, customer advocacy, and reference ability.

• Enterprise AI adoption, utilization, implementation progress, and time-to-value.

• Customer ROI and measurable clinical, operational, financial, workforce, and member-experience outcomes.

• Adoption and performance of pharmacy/PBM, utilization management, MSK, surgery/COE, cancer care, navigation, and advocacy programs where in scope.

• Strength, scalability, engagement, and performance of the strategic account organization.

What you bring

• 12+ years of experience across healthcare technology, health benefits, enterprise SaaS, consulting, strategic accounts, Customer Success, sales, or digital transformation; 8+ years leading enterprise customers, account teams, or Customer Success organizations.

• Deep experience working with complex healthcare organizations and senior executives, ideally across employers, health plans, health systems, or healthcare services, with a track record of driving retention, renewals, and expansion.

• Strong healthcare domain expertise across areas such as PBM/pharmacy, utilization management, advocacy/navigation, MSK, surgery/COE, oncology, or other complexcare programs.

• Experience driving AI, analytics, automation, SaaS, or digital transformation from implementation through enterprise adoption, with an understanding of responsible AI in healthcare.

• Strong executive presence and commercial acumen, including relationship management, negotiation, contracting, renewals, expansion, forecasting, account planning, and demonstrating ROI.

Who we are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision

• Care: Every decision starts with improving health and care for our Members

• Resilience: We push boundaries and take the uncharted path to change an industry

• Results: We take ownership, solve with speed, and deliver for our people and each other

• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage

• Competitive 401(k) Plan with a generous company match

• Flexible Time Off/Paid Time Off, 13 paid holidays

• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance

• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.