Principal, Strategic Client Success

Description

Remote – United States (Not limited to New York)

Collabrios delivers purpose-built software solutions that unify the entire care journey. With decades of expertise in Programs of All-Inclusive Care for the Elderly (PACE) and deep industry knowledge, we empower care providers to streamline operations, maintain compliance, and deliver exceptional care to aging adults. Our integrated SaaS platform includes Electronic Health Record (EHR), Third-Party Administrator (TPA) financial services, and care coordination solutions, designed to help PACE programs optimize workflows, strengthen compliance, and enhance overall center operations.

We serve PACE, Government agencies (state-based units of Aging, Adult Protective Services, and Local Area Agencies on Aging), and community-based organizations.

Job Overview

The Principal, Strategic Client Success is a senior individual-contributor role responsible for executive-level client relationships, strategic account outcomes, retention, and long-term value across Collabrios Health’s healthcare and government services clients. Acting as a trusted business partner to client executives, this individual connects our technology and service capabilities to each organization’s financial, operational, regulatory, and strategic priorities.

This position requires exceptional judgment, the ability to communicate credibly with senior executives, commercial and operational acumen, critical thinking, and the ability to rapidly master complex products and industry dynamics. The Principal independently leads difficult client conversations, anticipates business risk, translates client needs into actionable strategies, and works across internal teams to advance outcomes. The role does not manage people; routine ticket administration and coordination are supported by designated operational resources.

Key Responsibilities

• Own the strategic relationship and account plan for an assigned portfolio, establishing trusted partnerships with CEOs, CFOs, COOs, Executive Directors, and other decision-makers.
• Independently lead executive business reviews, strategic planning sessions, difficult client conversations, and recovery discussions; communicate with transparency, diplomacy, confidence, and sound judgment.
• Understand each client’s operating model, financial pressures, key performance indicators, regulatory environment, growth objectives, and technology dependencies; translate those insights into measurable success plans.
• Assess client health, renewal exposure, executive sentiment, adoption, and service trends; proactively identify risks, determine root causes, and lead coordinated account recovery strategies.
• Connect product capabilities and business outcomes to value realization, workflow efficiency, cost containment, compliance readiness, and organizational effectiveness; substantiate recommendations with data.
• Maintain knowledge of healthcare and government services industry trends, reimbursement and funding pressures, macroeconomic conditions, regulatory changes, and competitive alternatives; articulate Collabrios’ differentiated value credibly.
• Lead strategic discussions about product direction, roadmap priorities, integrations, implementation dependencies, and tradeoffs; represent client business needs while avoiding unapproved delivery or commercial commitments.
• Apply independent analytical thinking to ambiguous or contentious issues; challenge assumptions constructively, distinguish symptoms from underlying causes, and propose practical, prioritized solutions.
• Partner with Product, Engineering, Support, Implementation, Training, Sales, and operational leaders to align client priorities, manage complex escalations, and maintain clear ownership of next steps.
• Actively manage the client portfolio ticket backlog, including reviewing and refining open items, validating business impact and urgency, establishing relative priorities across clients, and coordinating triage, escalation, and follow-through with the appropriate delivery teams. Personally create, update, investigate, and advance tickets when needed; leverage operational support resources where available rather than relying on a fully delegated ticket process.
• Lead evidence-based prioritization discussions with Product, Engineering, Support, and modernization stakeholders; weigh client impact, regulatory or financial exposure, contractual obligations, service severity, dependencies, and available capacity when recommending the order of work across a constrained shared delivery funnel.
• Maintain a transparent, current view of backlog commitments, aging items, owners, blockers, tradeoffs, and escalation triggers; communicate realistic status and expectations to client executives without independently promising engineering capacity, delivery sequence, or dates.
• Identify opportunities to deepen utilization, protect renewals, and expand client value; contribute to commercial strategies and competitive retention efforts in coordination with appropriate internal stakeholders.
• Produce concise executive-ready communications and recommendations that frame issues, options, business impact, decisions needed, owners, and realistic timelines.

Success in this role is measured by strategic client retention, strength of executive relationships, demonstrated value realization, proactive management of commercial and operational risk, and the ability to independently advance complex client relationships.

Requirements

What You Bring

• Bachelor’s degree in business, Healthcare Administration, Public Administration, Information Systems, or a related field, or equivalent experience.
• 7+ years of progressive experience in client success, strategic account management, healthcare operations, enterprise SaaS, consulting, or related work, including 5+ years supporting complex business-to-business relationships or healthcare operations.
• Proven ability to engage senior client executives independently, lead high-stakes conversations, address conflicting interests, and build confidence during challenging circumstances.
• Strong financial and operational acumen, including the ability to interpret business performance indicators, operating constraints, cost drivers, and ROI or value-realization considerations.
• Demonstrated strategic judgment, structured problem-solving, learning agility, and ability to quickly become proficient in complex products and unfamiliar client environments.
• Experience in regulated healthcare, healthcare technology, or government/community-based service environments, with sufficient technical fluency to discuss SaaS workflows, integrations, roadmaps, and support processes.
• Ability to assess competitive positioning, connect client needs to differentiated value, and influence retention and growth outcomes without relying on formal authority.
• Hands-on proficiency with CRM and ticket-management platforms, including ticket creation, triage, backlog refinement, prioritization, escalation, status hygiene, and trend analysis; ability to balance competing client priorities with constrained product and engineering capacity.
• Ability to manage a portfolio with strong prioritization, executive-quality written and verbal communication, and disciplined follow-through.

Preferred:

• MBA, MHA, or other relevant advanced degree; or equivalent demonstrated senior-level business experience.
• Prior Director-level leadership, senior operational responsibility, enterprise consulting, or comparable strategic accountability (people-management experience is not required).
• Direct familiarity with PACE, TPA/claims administration, electronic health records, or Government & Community-Based Services (GCBS), including related reimbursement, compliance, and operating challenges.
• Experience developing executive account recovery plans, navigating vendor competition, and influencing cross-functional priorities in complex SaaS organizations.

What We Offer

At Collabrios Health, we’re committed to fostering a workplace that supports your well-being, growth, and ability to make a meaningful impact. Here’s what you can expect when you join our team:

• A connected, virtual-first culture with a collaborative, mission-driven team
• Competitive health benefits, including medical, dental, and vision coverage
• 401(k) with company contribution
• Flexible paid time off (PTO), plus 72 hours of sick time
• Flexibility and trust—we empower our team to manage their schedules and work in ways that support their lives
• Opportunities for learning, mentorship, and professional development
• A values-driven environment where diverse perspectives are welcomed and purpose guides our work

We’re committed to building a diverse and inclusive workplace.

Collabrios is an equal opportunity employer. We welcome candidates from all backgrounds, identities, and experiences. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be the right candidate for this or other roles. If you need an accommodation during the application or interview process, please contact hr@collabrios.com.