Vice-President, Client Success – Hybrid in Toronto

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 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.

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.

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.
• Be directly accountable for a defined portfolio of GreenShield’s most strategic clients, providing executive relationship leadership.
• Develop differentiated relationship strategies for strategic, growth and core clients.
• Partner with Quebec Region leadership to adapt enterprise client strategies to Quebec’s distinct market.
• Establish a consistent approach to client performance and retention.
• Lead client health and proactive risk management for strategic relationships.
• Coordinate GreenShield’s relationship with clients, reducing fragmented ownership and conflicting messages.
• Establish a disciplined handoff from business development to implementation to active client management.
• Partner with Business Development leaders on strategically important opportunities.
• Build Client Success capability across consultative relationship management, executive engagement, commercial acumen, strategic account planning and enterprise-first leadership.

Qualifications:

• Senior leadership experience in client or customer success, strategic account management, relationship leadership, enterprise sales, business development or commercial growth.
• Proven ability to build or transform a client-facing function.
• Strong executive relationship skills.
• Commercial acumen and growth orientation.
• Demonstrated ability to operate in a matrix, influence without direct authority and resolve ambiguity.
• Experience with account planning, relationship mapping, executive sponsorship, client lifecycle management and client performance management.
• Strong analytical and performance management capability.
• 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.
• Strong ownership and accountability for client outcomes.
• Clear, concise and proactive communication.
• Commercially sharp and client-centred.
• Collaborative leadership across a matrix.
• Builder mindset, with the ability to develop talent and create repeatable processes.

We believe a career should be meaningful. Our culture is one where everyone's voice is heard and valued. Inclusivity makes us a stronger, smarter and more informed organization. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.