VICE-PRESIDENT, CLIENT SUCCESS (HYBRID)

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

The Vice-President, Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead GreenShield’s Client Success function. The role owns the strategy for GreenShield’s most strategic client relationships, ensuring clients experience one coordinated GreenShield regardless of product, Line of Business, segment, region or function.

The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of GreenShield’s most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions. The model must respect Line of Business accountability for P&L, account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy.

The role is accountable for client strategy, client health, executive relationship coverage, retention, coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business, the Quebec Region, Operations and Business Development.

Success will be measured through stronger retention, improved NPS and CSAT, growth in integrated solutions, stronger client relationship health, fewer fragmented messages to the market, and disciplined execution against client commitments.

WHO WE'RE LOOKING FOR

We’re looking for a senior commercial and relationship leader who can build a new enterprise capability while remaining directly accountable for strategic client relationships. The ideal candidate can bring structure to ambiguity, influence across a matrix, and create practical ways of working that make it easier for GreenShield to deliver as one organization.

KEY RESPONSIBILITIES

• Build and scale GreenShield’s Client Success function, including the future operating model, mandate, accountabilities, decision rights, coverage approach, talent requirements and performance expectations, in partnership with Lines of Business, the Quebec Region and Operations leadership.
• Be directly accountable for a defined portfolio of GreenShield’s most strategic clients, providing executive relationship leadership and ensuring one coordinated GreenShield experience across Lines of Business, the Quebec Region, Operations and other enterprise functions.
• Develop differentiated relationship strategies for strategic, growth and core clients, including account planning, relationship mapping, executive sponsorship, joint success plans, quarterly business reviews, catalyst sessions and voice-of-client mechanisms.
• Partner with Quebec Region leadership to adapt enterprise client strategies to Quebec’s distinct market, language, regulatory and relationship context, while preserving clear local leadership and a coordinated One GreenShield experience.
• Establish a consistent approach to client performance and retention, including measures for retention, satisfaction, growth, share of wallet, relationship strength, NPS and CSAT, early-warning indicators and regular executive reviews of the most important relationships.
• Lead client health and proactive risk management for strategic relationships, ensuring issues, opportunities and commitments are visible, actively managed and escalated when required.
• Coordinate GreenShield’s relationship with clients, reducing fragmented ownership and conflicting messages while aligning Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions around common client outcomes.
• Establish a disciplined handoff from business development to implementation to active client management, ensuring clear knowledge transfer, continuity and role clarity among the Client Success leader, the accountable Line of Business or regional relationship leader, and delivery teams.
• Partner with Business Development leaders on strategically important opportunities by bringing existing client insight, enterprise relationship context and transition planning.
• Build Client Success capability across consultative relationship management, executive engagement, commercial acumen, strategic account planning and enterprise-first leadership. Scale the function through a phased build, using demonstrated client need, clear coverage priorities and proven impact to inform future team size and investment.

QUALIFICATIONS

• Senior leadership experience in client or customer success, strategic account management, relationship leadership, enterprise sales, business development or commercial growth, ideally in insurance, health, benefits, consulting, software or another complex B2B environment.
• Proven ability to build or transform a client-facing function, including mandate definition, coverage models, accountabilities, decision rights, talent requirements and ways of working.
• Strong executive relationship skills, with experience managing complex, multi-stakeholder client relationships and engaging confidently with senior client leaders, advisors, consultants and internal executives.
• Commercial acumen and growth orientation, with the ability to connect client strategy, retention, integrated solution growth, business development execution and Line of Business outcomes.
• Demonstrated ability to operate in a matrix, influence without direct authority and resolve ambiguity across Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions.
• Experience with account planning, relationship mapping, executive sponsorship, client lifecycle management and client performance management.
• Strong analytical and performance management capability, including the ability to establish meaningful client health measures, retention indicators, growth metrics and executive reporting.
• Experience building customer success disciplines in a software or SaaS environment is an asset.
• Bachelor’s degree in Business Administration, Commerce or a related field; advanced degree or equivalent experience preferred.
• Bilingualism in English and French is preferred.

LEADERSHIP BEHAVIOURS

• Enterprise-first mindset, with the discipline to make trade-offs visible and resolve ambiguity quickly.
• Strong ownership and accountability for client outcomes, relationship health, retention and coordinated growth.
• Clear, concise and proactive communication that builds confidence with clients, executives and cross-functional partners.
• Commercially sharp and client-centred, with the ability to translate GreenShield’s integrated payer-provider value into practical client strategies.
• Collaborative leadership across a matrix, aligning Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions around common client outcomes.
• Builder mindset, with the ability to develop talent, create repeatable processes, strengthen capability and prove the business impact of the Client Success model.

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

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