VP, Client Success

Location: United States Our Mission Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable Overview Most Client Success leaders are asked to keep things running. We're asking you to rethink how it runs. The Opportunity HealthEquity is changing how we serve our clients and the value we create for them. We need a leader to help shape what comes next for Client Success. As Vice President, Client Success, you'll lead about 250 team members who serve about 5,000 mid-market and enterprise clients. Those clients represent about 80% of HealthEquity's client revenue. The organization covers COBRA, Reimbursement Accounts, and Public Sector, across our full range of Consumer-Driven Benefits. You'll have a clear mandate: build a Client Success organization that is more proactive, strategic, digital, data-driven, and scalable. You'll own the strategy, the operating model, the financial results, and the client outcomes. Success shows up in retention, client health, service performance, and cost to serve. This role isn't about managing the current model. It's about building the next one. Why This Role Is Different Scale: You'll lead one of the company's largest client-facing organizations and the relationships behind most of its client revenue. Mandate: You'll have room to challenge legacy practices, redesign service models, and solve problems at the source. Technology: You'll set the data, automation, and AI vision for Client Success and lead the change that makes it real. Influence: You'll be an enterprise leader who brings the client's voice into product, technology, process, and policy decisions. What Success Looks Like Our clients feel the difference. They see a HealthEquity that understands their needs, spots risk early, makes things easier, and keeps proving the value of the relationship. We'll measure success by: Stronger retention, renewal readiness, and protected revenue Better Client NPS, Client Health Index (CHI), and executive relationships Client risks spotted and resolved earlier Fewer escalations, faster resolution, and fewer defects Lower cost to serve, with more productivity and capacity A scalable service model that is proactive, digital-first, and built on clear measures Strong leaders, real succession depth, and an engaged team What You'll Do Reimagine Client Success Set the multiyear vision and strategy for the next generation of Client Success at HealthEquity. Design service models built around each client's complexity, value, risk, and growth potential. Build the roles, playbooks, decision rights, and operating rhythms needed to deliver consistently at scale. Simplify complexity and retire practices that no longer serve our clients. Drive Client and Commercial Outcomes Own service, executive relationships, renewals, retention, and support for account growth. Use client health signals and predictive insights to act before issues become escalations. Build trusted relationships with senior client leaders and with brokers, consultants, and partners. Turn every signal (survey, operational, or digital) into an owner, a fix, and a verified outcome. Make sure clients are ready to deliver on performance guarantees and that commitments are visible to leadership. Lead with Data, Automation, and AI Set the technology and AI roadmap for Client Success. Use automation to cut administrative work and free up capacity for strategic client engagement. Give teams insights and recommended next steps that make every client interaction more proactive and personal. Lead the change needed to make new ways of working stick. Own the Economics Own the budget, workforce plan, technology investments, and cost-to-serve strategy. Set clear measures for client health, retention, service, productivity, and organizational health. Turn operating improvements into measurable gains in protected revenue, cost, and risk. Prove that a better client experience and better economics can happen together. Build an Exceptional Organization Lead, develop, and plan succession for directors and senior leaders across the organization. Build a high-performance culture grounded in ownership, accountability, and data-driven decisions. Create a team that is energized by change and focused on outcomes, not activity. Lead Across HealthEquity Our clients experience one HealthEquity, no matter how we're organized internally. Partner with Commercial, Implementation, Product & Technology, Customer Experience, Finance, and Operations. Strengthen the handoff from onboarding to ongoing service so every client starts strong. Resolve cross-functional tradeoffs and drive clear ownership of systemic issues. The Leader We're Looking For You've transformed an organization, not just managed one. You bring: 10+ years leading client service delivery or operations in healthcare, benefits administration, or financial services, including 5+ years in senior leadership A track record of meaningful operating-model transformation and scaling an account management function at an enterprise level Strong commercial and financial acumen, and you know how client experience drives retention, growth, and enterprise value Experience using data, digital tools, automation, and AI to improve outcomes Knowledge of Consumer-Driven Benefits (HSA, FSA, COBRA, Commuter) and the regulations that govern them Experience with large employer clients, brokers, and TPAs, plus familiarity with CRM platforms such as Salesforce Strong executive presence and the ability to drive results across organizational boundaries A record of developing strong leaders, along with a bias for action and real curiosity If you've rebuilt a service organization and have the results to show for it, we'd like to talk. Travel Requirements: Moderate travel may be required (20-30%). This is a remote position. Salary Range $193500.00 To $256000.00 / year Benefits & Perks The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including: Medical, dental, and vision HSA contribution and match Dependent care FSA match Uncapped paid time off Paid parental leave 401(k) match Personal and healthcare financial literacy programs Ongoing education & tuition assistance Gym and fitness reimbursement Wellness program incentives Onboarding & Travel This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations. This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date. HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process. Why work with HealthEquity HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth . Join us and discover a work experience where the person is valued more than the position. Click here to learn more. You belong at HealthEquity! HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page. HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot. At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together. As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.