Client Success Executive

Location: Remote (U.S.) Travel: ~30% 

Kindbody is a leading fertility clinic network and family-building benefits provider delivering comprehensive virtual and in-person care. Our clinically managed model spans fertility assessments, preservation, IVF, donor and surrogacy services, adoption support, and whole-person care from preconception through postpartum.

Serving 120+ employers and 3M+ covered lives, Kindbody uniquely integrates care delivery, benefits administration, and technology—driving better outcomes, higher engagement, and lower cost of care.

The Client Success Executive manages a portfolio of mid-sized employer clients, owning end-to-end client success to ensure strong performance, engagement, and delivery of Kindbody’s fertility and family-building programs. This role will drive retention, growth, and ensure measurable outcomes across clinical performance, financial impact, and employee experience.

• Own and manage a portfolio of mid-sized clients

• Serve as the primary point of contact for client strategy and performance

• Lead business reviews and support renewals and planning

• Work with clients to define and execute a Kindbody program strategy aligned to their broader benefits ecosystem

• Monitor utilization, engagement, and performance trends

• Drive strategies in partnership with marketing to increase adoption and client satisfaction

• Identify risks and proactively execute mitigation plans

• Serve as a subject matter expert on Kindbody’s services and solutions

• Support retention and renewal efforts

• Identify and support expansion opportunities

• Increase enrollment and utilization

• Identify benefit enhancement opportunities including product add-ons, coverage expansions, and program optimization

Client Experience & Coordination

• Coordinate across internal teams to ensure seamless delivery

• Resolve client issues efficiently and proactively

• Align with ecosystem partners as needed

• Serve as the voice of the client internally to improve product, clinical, and operational outcomes

• Deliver clear, actionable reporting and insights

• Use data to identify trends, gaps, and opportunities

• Provide analysis on engagement, utilization, and spend trends to support client decision-making

• Ensure quality, consistency, and timeliness of client deliverables

• Contribute to identifying and improving processes and workflows

• Maintain clean and accurate account data and documentation

• Maintain key client documentation, account plans, and workflows

• 5–8+ years in client success, account management, or benefits consulting

• Experience managing employer clients in healthcare or digital health

• Strong communication and organizational skills

• Ability to translate data into insights and action

• Experience working with mid to large employer clients (e.g., Fortune 500) preferred

• Proven success supporting renewal and expansion efforts

Success Metrics

• Client retention and renewal outcomes (GRR)

• Client growth, including utilization and engagement (NRR)

• Executive stakeholder and account management satisfaction (NPS)