Director of Individual Member Success

About This Role

We are looking to grow our team with a strong Director of Individual Member Success!

The Director, Individual Member Success is a member of the Customer Success (CS) management team and is responsible for the management of the portion of our business where we enable our solutions to individuals and families that do not enroll in healthcare plans via employers. Think of it as the B2C side of our business, next to the B2B part. This person will be a peer to the other directors in the CS management team who lead: (1) New Client Onboarding, (2) Strategic Clients, (3) Core Clients, (4) Member Success, (4) Education and Enablement, and (5) CS-Ops.

What You’ll Do

In this role, you will:

• 1. Lead the Business and Drive Its Strategy:
• • Develop Strategy: Develop the strategy for best managing our individual clients, including value prop, segmentation, coverage, processes, etc.
  • Evolve Product, Plans, OAerings and Tools: Work with Product to evolve the design of the tech tools to service the members
  • Enhance Onboarding Process: Work with the Onboarding team to enhance the onboarding experience of new members
  • Influence Collateral: Work with Education and Enablement to develop collateral that best helps the members address their needs
  • Build a Management System: Work with CS-Ops to develop thoughtful analysis methodologies and tools to assess the health of the business, identify enhancement opportunities, and report on the progress in clearly understood dashboards.
• 2. Develop an Exceptional Member Experience:
• • Relationship Management: manage the team who serves as the main point of contact for members throughout their membership lifecycle, including renewals.
  • Renewal Management: Accountable for the renewal and upsells of our members (working with the brokers) to increase member retention through proactive communication and solution-oriented renewal process management.
  • Member Education: Help members understand how to navigate and maximize their healthcare benefits, address unique scenarios, utilize the different capabilities of Redirect Health and minimize their costs and effort.
  • Member Communication: Interact with members digitally, mostly in 1-to-many engagement mode to provide responsive, empathetic and effective support.
  • Member Advocacy: represent the interests of your members towards the Redirect Teams to share feedback, promote results and share updates.
• 3. Drive Business Growth through Cross-Functional Execution:
• • Foster Sales: work with Marketing and Sales to promote more sales in the segment. Assist in evolving the value proposition, generate leads, train salespeople and assist in closure.
  • Cross-Functional Collaboration: Work closely with Healthcare Consultants, CS Specialists, and Brokers to create a “WOW” experience.
  • Data-Driven Insights: Monitor metrics and trends to identify areas of improvement that prevent surprise terminations or non-renewals.
• 4. Build and Manage the Team:
• • Team Management: Hire, coach, mentor and manage the team that will help you manage the business. Assist them with problem solving, member management, issue management, and professional growth.
  • Player-Coach: We are a small team, so there will only be one direct report in this team on day one, but with plans to grow quickly.

Expected Results

A strong performing Director of Individual Member Success will:

• Deliver measurable improvements in renewal, enrollment, and satisfaction metrics across all

individual members

• Build deep understanding of the business, including sophisticated segmentation and

associated value propositions.

• Develop strong, multi-level relationships with key brokers to foster them to expand our footprint

and sales.

• Drive continuous growth of the team through knowledge-sharing, process improvement, and

cross-functional initiatives.

How Success Is Measured

Success in this role is measured by:

• Net Renewal: Retention and growth of the overall Revenue from Individual Clients.
• Enrollment: Increase the overall number of members who are enrolled with Redirect Health.
• Member Satisfaction: Maintain/Improve the level of satisfaction by members.

What We’re Looking For

We’re looking for someone who:

• 3 years in management positions of Customer Success teams (lead or was part of the
• management team of a Customer Success function)
• +10 years of experience in customer facing (CSM, support, service, account mgt) roles.
• Experience managing clients in a B2C environment.
• Exceptional communication skills, both verbal and written.
• Strong analytical thinking with experience managing data-driven client management work
• Proven commercial mindset and capabilities
• Friendly, self-motivated team player who thrives on supporting others.
• Passion for healthcare
• Passion for client service
• A leader with a player-coach mentality who likes and is good working with others
• A self-starter with result-orientation mindset
• BA/B.Sc. , MBA is a plus
• Health Insurance Broker License is a plus.

Why Join Redirect Health

What “Free Healthcare” Actually Means

When we say free, we mean no money out of your paycheck and no cost when you need care:

• No monthly premiums
• No cost to add your spouse or children
• No deductibles (we reimburse them)
• No out-of-pocket maximums

This benefit alone can save families tens of thousands of dollars.

What You’ll Earn

• FREE healthcare for you and your entire family
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access
• A mission-driven team that believes in doing the right thing

Ready to Make a Difference?

If you’re looking for more than just a job—and want to help reshape how healthcare works for families—we’d love to hear from you.

Legal Stuff

Redirect Health is an Equal Opportunity Employer (EOE). Employment with Redirect Health is at-will. Nothing in this job posting or the application process creates a contract or guarantee of employment. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities required for this role. Duties, responsibilities, and activities may change at any time with or without notice. Redirect Health does not provide employment-based visa sponsorship now or in the future for this position. Applicants must be currently authorized to work in the United States without sponsorship.