• Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines • Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems • Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy • Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction • Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services • Collaborate with clinical and product teams to optimize member experience and remove barriers to care access • Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model • Lead initiatives to improve health equity and reach underserved member populations • Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences • Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams • Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance • Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders • Identify trends and insights from partner feedback that inform product development and operational improvements