Dave Malin Joins Upside as Senior Director of Customer Success

Malin brings nearly 20 years in Medicaid, Medicare, and health plan operations — including a $80 million partner portfolio at Tivity Health and a decade inside Humana — to lead account performance for Upside’s health plan partners.

FORT LAUDERDALE, FL — Upside, a nationally scalable housing stability platform purpose-built for healthcare, today announced that Dave Malin has joined the company as Senior Director of Customer Success. Malin will lead partner account performance across Upside’s health plan business. He reports to Alexandra Earl, SVP of Client Success of Upside.

Malin has spent nearly two decades where health plans, vendors, providers, and members intersect — first inside a payer, then on the vendor side supporting national plan partners. At Tivity Health, he worked with more than 40 Medicare Advantage and Commercial health plan partners across an $80 million portfolio, and as Senior Account Director he led a multi-state account team that improved portfolio retention to 96%. His work there centered on the operational questions plans actually raise: whether the benefit performs in the field, whether the reporting is accurate, whether adoption is moving, and whether issues get resolved without escalation.

Before Tivity, Malin spent nearly 10 years at Humana in Medicare and Medicaid operations. He directed a 60-person multi-state team running Dual Eligible outreach, led member-experience work across Humana’s Medicaid and Dual Eligible Demonstration markets, and served as a provider relations executive working with large provider groups across Indiana. Earlier, he built Humana’s national medical-record retrieval model for Medicare risk adjustment. He also led client services and implementation for national health plan partners as Vice President of Client Services at Bloom Insurance Agency. He holds an MBA from Morehead State University and a B.S. from the University of Louisville.

“Dave has sat on both sides of the table, and our partners will feel that immediately,” said Alexandra Earl, SVP of Client Success of Upside. “He knows what a plan’s care management team is dealing with on a Tuesday afternoon, and he knows what it takes internally to fix it. That combination is rare. Our partners don’t need a relationship manager who books check-ins. They need someone who can read a performance report, find the actual problem, and pull the right people together to solve it. That’s the job, and it’s what Dave has done for 20 years.”

The role reflects how Upside’s partner base has grown. The company now operates Medicaid housing programs across multiple states, with plan-specific referral workflows, acuity-tiered service models, and state compliance frameworks that differ market to market. Each partner has its own reporting cadence, care management structure, and expansion path — and the work of keeping those programs performing sits with Customer Success.

“A strong strategy matters, but in healthcare the real test is whether the workflow works, the right people are aligned, the data is usable, and the member experience actually improves,” said Dave Malin, Senior Director of Customer Success of Upside. “I’m at my best in the messy middle — taking a complicated problem, finding the real friction, and turning it into a plan someone can execute. Upside is solving something plans have been trying to solve with referrals and resource lists for years. Being on the partner side of that is the part I’m looking forward to.”

Malin is based in Louisville, Kentucky. Upside supports members in more than 240 languages across the full housing continuum — from crisis placement through long-term tenancy support.