---
title: 'Director of Client Success at Leap'
canonical: 'https://feeny.ai/job/director-of-client-success-leap-united-states-0zhkp5evzc1q'
type: 'job'
last_seen: '2026-10-20'
---

# Director of Client Success at Leap

- **Company:** Leap
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-28
- **Last confirmed live:** 2026-10-20
- **Apply:** https://jobs.ashbyhq.com/leap/f835d944-ec96-428f-93d5-bd38255dca22

## Job description

## About Leap

Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care.

## About the Role

The Director of Client Success leads Leap's team of senior Strategic Client Success Managers and owns the systems that let us deliver a white glove experience to every client while the business grows at extreme velocity. You will manage and develop a team of experienced, principal-level client leaders who each own strategic relationships with employers, TPAs, Pharmacy Benefit Managers (PBMs), in partnership with the benefits consultants. You will also carry executive relationships with our most strategic clients and be the senior point of escalation for the team. This is a builder role. Our client base is growing faster than our team, and the next stage requires operating rhythms, escalation paths, and account coverage models that scale without making any client feel like a number. This position reports to the SVP of Client Operations & Success.

## WHAT YOU'LL ACCOMPLISH

Lead And Develop A Senior Team

- Manage, coach, and grow a team of senior and principal-level Strategic Client Success Managers, setting clear expectations for account outcomes, client experience, and judgment
- Hire and onboard new team members as we scale, and design how accounts are assigned and balanced across the team
- Build a culture where team members give direct feedback to each other and push back on clients with confidence and care
- Run regular 1:1s, account reviews, and performance conversations that raise the bar for the whole team

Build The Operating System For Client Success

- Design and run the team's operating rhythm, including a daily or weekly standup that surfaces risks, blockers, and wins quickly without adding busywork
- Create a clear escalation process: what the team resolves on its own, what comes to you, and what goes to clinical, operations, product, or executive leadership, with defined response times
- Build playbooks, account plans, health scoring, and renewal workflows that let each team member manage more clients without losing quality
- Track and report on team and portfolio metrics, including retention, utilization, client satisfaction, and time to resolution
- Develop a team that knows how to launch and upsell clients to the best benefit plan design that drives the highest engagement.
- The leader will know how to overcome barriers and strong negotiating skills

Deliver White Glove Service At Scale

- Make sure every client feels known and well served, even as volume and pace increase
- Set service standards for responsiveness, communication, and follow through, and hold the team to them
- Spot where process is breaking under growth and fix it before clients feel it

Own Executive Client Relationships

- Serve as the executive sponsor and senior escalation point for our most strategic employer, TPA, PBM, and consultant relationships
- Lead or support quarterly and annual business reviews that translate utilization, savings, and member experience data into clear recommendations
- Partner with Growth and Growth Marketing on renewals, expansion, finalist presentations, and client references

Cross-Functional Leadership

- Partner with clinical, operations, product, and support leaders to ensure seamless service delivery
- Bring structured client feedback into product and process decisions
- Proactively identify portfolio-level risk and lead mitigation plans to protect retention

## WHAT WE'RE LOOKING FOR

- 8+ years in client success, account management, or benefits consulting, with at least 4 years managing a team of senior or principal-level individual contributors
- Deep experience with employer-sponsored healthcare, working directly with HR and Benefits leaders, TPAs, PBMs, or benefits consultants
- Experience working in start up environments or the pace of a start up
- A relationship-first leader who builds trust quickly with HR and Benefits executives, with strong executive presence and the backbone to push back on clients when it is the right call
- A track record of building team operating systems from scratch: standups, escalation paths, playbooks, coverage models, and metrics
- Proven results on gross and net revenue retention and client satisfaction across a growing book of business
- Experience with carve out programs, navigation health plans, understanding HR leaders and their strategic planning
- Sound judgment on when to resolve an issue and when to escalate, and the ability to teach that judgment to a team
- Startup or growth-stage experience; comfortable building while the business moves quickly
- Humble and growth-oriented; comfortable taking direct feedback from multiple senior leaders in a flat, fast-moving organization
- Comfort turning retention, utilization, and savings data into a clear story for senior client stakeholders
- Willingness to travel up to 30%

At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you.

Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.

## About Leap

## Company Overview
- **One-liner**: Leap is a transparent specialty infusion benefit solution that enables employers to reduce specialty drug costs by up to 60% while delivering high-quality, convenient infusion care to patients in their homes or nearby.
- **Entity Type**: Private (Early Stage)
- **Headquarters**: New York, New York, United States
- **Founded**: 2023
- **Founders**: Hani Elias (Co-founder & CEO), Amir (Co-founder), Rob LaHayne (Co-founder & Chief Commercial Officer), Naguib (Co-founder)

## Core Business
- **Primary industry/industries**: Healthcare (Specialty Infusion, Pharmacy Benefits, Employer Health Benefits)
- **Target customers**: B2B — Large employers, health plans, brokers, third-party administrators (TPAs), and pharmacy benefit managers (PBMs)
- **Mission or purpose statement**: "To make life-changing treatments accessible without unnecessary cost or complexity."

## Products & Services
- **Transparent Specialty Infusion Benefit Solution**: A platform that replaces opaque drug markups (which can exceed 400%) with a transparent, patient-first care model. Services include home-based infusion therapy, evening and weekend appointments, and direct integration with health plans. [leaphealth.com](https://www.leaphealth.com/about)
- **Employer Cost Savings**: A complimentary evaluation of claims data to provide accurate savings estimates, delivering up to 60% savings on specialty drug spend. [leaphealth.com](https://www.leaphealth.com/about)
- **Patient Care Coordination**: Clinical support and care coordination to ensure patients receive life-sustaining infusion therapies without unnecessary travel, lost wages, or missed family moments. [leaphealth.com](https://www.leaphealth.com/about)

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Total Funding — $1.0M (Venture Round, March 2024) [cbinsights.com](https://www.cbinsights.com/company/leap-health)
- **Notable Investors/Partners**: Not publicly disclosed; the company has raised $1M in funding. [cbinsights.com](https://www.cbinsights.com/company/leap-health)
- **Growth Signals**:
  - **Headcount Growth**: 32 employees as of mid-2026, representing +310% year-over-year growth. [linkedin.com](https://www.linkedin.com/company/leap-health-inc)
  - **Revenue Growth**: Leap posted "25x growth" in a February 2026 press release. [cbinsights.com](https://www.cbinsights.com/company/leap-health)
  - **Patient NPS**: Industry-leading 92 Net Promoter Score. [leaphealth.com](https://www.leaphealth.com/about)
  - **Executive Expansion**: Appointed Hani Elias as CEO in early 2026. [cbinsights.com](https://www.cbinsights.com/company/leap-health)
  - **Job Posting Growth**: Yearly job postings up +333.3%. [linkedin.com](https://www.linkedin.com/company/leap-health-inc)

## Competitive Advantages
- **Transparent Pricing Model**: The only specialty infusion benefit solution that eliminates drug markups entirely, replacing them with a transparent, patient-first model. This is a key differentiator in an industry known for opaque pricing. [leaphealth.com](https://www.leaphealth.com/about)
- **Patient-Centric Care**: Offers home-based infusion with evening and weekend appointments, directly addressing the biggest pain points for patients (travel, lost wages, time away from family). [leaphealth.com](https://www.leaphealth.com/about)
- **Proven Outcomes**: Delivers up to 60% savings for employers while achieving a 92 NPS from patients — proving that lower costs and better care are not mutually exclusive. [leaphealth.com](https://www.leaphealth.com/about)
- **Founding Team Expertise**: Founders come from across healthcare and technology, bringing deep domain knowledge of the systemic problems in specialty infusion care. [leaphealth.com](https://www.leaphealth.com/about)

## Strategic Focus
- **Scaling the Transparent Model**: Expanding the reach of their transparent infusion benefit to more large employers and health plans across the U.S.
- **Building the Team**: Actively hiring across engineering, sales, clinical operations, and marketing to support rapid growth (13 active job postings as of mid-2026). [linkedin.com](https://www.linkedin.com/company/leap-health-inc)
- **Technology & Infrastructure**: Investing in data engineering, pharmacy technology, and forward-deployed engineering to streamline operations and scale the platform. [builtin.com](https://builtin.com/company/leap-leaphealth-com)
- **Geographic Expansion**: Growing presence beyond NYC hub, with employees already in Canada, India, and Switzerland. [linkedin.com](https://www.linkedin.com/company/leap-health-inc)

## Why Work Here
- **Mission-Driven Work**: The company is explicitly focused on being "on the right side of healthcare" — reducing waste, streamlining access, and connecting patients to life-changing therapies. [leaphealth.com](https://www.leaphealth.com/careers)
- **Remote-First Culture**: Leap is a remote-first, distributed organization with a central hub in New York City. They invest in asynchronous workflows and tools for seamless remote work. [leaphealth.com](https://www.leaphealth.com/careers)
- **NYC Hub**: A Manhattan office (1 Rockefeller Plaza) serves as a collaborative home base for local team members and structured company-wide gatherings. [leaphealth.com](https://www.leaphealth.com/careers)
- **Benefits & Perks**:
  - Competitive, market-benchmarked salary with equity ownership. [leaphealth.com](https://www.leaphealth.com/careers)
  - Comprehensive medical, dental, and vision insurance. [leaphealth.com](https://www.leaphealth.com/careers)
  - Access to One Medical for primary care. [leaphealth.com](https://www.leaphealth.com/careers)
  - Up to $1,000 annual professional development reimbursement. [leaphealth.com](https://www.leaphealth.com/careers)
  - Access to Talkspace for mental health support. [leaphealth.com](https://www.leaphealth.com/careers)
  - Access to Kindbody for fertility and family-building support. [leaphealth.com](https://www.leaphealth.com/careers)
  - 401(k) plan. [leaphealth.com](https://www.leaphealth.com/careers)
  - Flexible PTO and generous paid parental leave. [leaphealth.com](https://www.leaphealth.com/careers)
- **Engineering Culture**: Values include "Move fast," "Find a way," and "Raise the bar" — suggesting a high-velocity, problem-solving environment. [leaphealth.com](https://www.leaphealth.com/careers)
- **Growth Trajectory**: With 310% headcount growth, 25x revenue growth, and a young founding team, this is an early-stage opportunity with significant upside and impact.

## Sources
1. [leaphealth.com - About](https://www.leaphealth.com/about)
2. [leaphealth.com - Careers](https://www.leaphealth.com/careers)
3. [builtin.com - Leap Profile](https://builtin.com/company/leap-leaphealth-com)
4. [linkedin.com - Leap Health Inc](https://www.linkedin.com/company/leap-health-inc)
5. [cbinsights.com - Leap Health](https://www.cbinsights.com/company/leap-health)

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