Enterprise Customer Success Manager

At the company, we’re redefining what primary care looks like by making it more accessible, seamless, and patient-centered. Through our innovative CloudClinic model, we combine virtual provider visits with smart, tech-enabled infrastructure to deliver timely, personalized care. As we continue to scale our enterprise employer and health system relationships nationwide, we’re looking for a data-savvy, relationship-driven leader with real healthcare delivery experience to own and grow our largest employer group partnerships across the country.

In this role, you will own the end-to-end relationship for the company’s enterprise employer group partnerships nationwide and serve as the trusted day-to-day point of contact for their HR, benefits, and executive leadership teams. While our Customer Success team is based in St. Louis, this role can be based anywhere in the U.S., with a strong preference for candidates based in the Midwest or East Coast, and will require monthly to biweekly travel to client locations across the country to build relationships, drive engagement, and ensure our care model delivers meaningful impact for the communities we serve.

This role is ideal for someone who thrives in a dynamic environment and enjoys balancing autonomy with collaboration. You will work hand-in-hand with our St. Louis-based Customer Success team, as well as our Marketing, Operations, and Clinical teams, to drive member engagement and strengthen enterprise customer partnerships. Your strong partnership with Sales will also enable the company’s continued growth nationwide.

Key Responsibilities

Data-Driven Engagement & Member Utilization

• Drives the company’s member engagement outcomes across our enterprise health system and employer group partnerships nationwide, with utilization and activation metrics serving as key indicators of success.

• Build and maintain a rigorous tracking framework for engagement KPIs, monitoring activation rates, utilization trends, drop-off points, and population health patterns to continuously inform strategy.

• Translate engagement data into clear, compelling insights for both internal stakeholders and client leadership teams.

• Develop, test, and refine engagement campaigns by measuring effectiveness, adjusting tactics, and documenting successful approaches for the broader Customer Success team.

• Partner with Clinical Operations and Product teams to surface utilization insights that help inform service improvements and program design.

Client Presence & Member Engagement

• Serve as the company’s primary onsite representative across your portfolio of enterprise health system and employer partners, traveling regularly to maintain a visible and trusted presence at client locations nationwide through activities such as benefit fairs, lunch-and-learns, employee pop-ups, open houses, and targeted outreach.

• Use engagement data to guide where and how outreach efforts should be focused in order to increase awareness and utilization.

• Partner with client HR, benefits and marketing teams to develop communication strategies that resonate with their employee populations and organizational culture.

• Build authentic relationships with our partners’ employees, helping them understand and adopt the company’s care model.

Sales & Growth Collaboration

• Partner closely with the Sales and Growth teams to support business development efforts across the enterprise segment nationwide, including participation in demos, discovery conversations, and prospect discussions.

• Bring credibility and real-world insights to Sales conversations by sharing outcomes and engagement learnings from existing partnerships.

• Identify opportunities to deepen existing client relationships and collaborate with Sales to thoughtfully pursue those opportunities.

• Contribute to the company’s broader presence in the enterprise employer market by building relationships within the national employer, health system, and benefits consulting communities.

Client Engagement & Partnership

• Serve as the primary point of contact for our enterprise partnerships nationwide, supporting both long-term strategy and day-to-day collaboration.

• Develop a strong understanding of the client’s population health goals, workforce demographics, and healthcare utilization patterns in order to inform engagement strategies.

• Lead regular business reviews with client leadership, presenting utilization insights, engagement outcomes, and forward-looking recommendations.

• Act as the voice of the client internally, ensuring insights from the field inform product, clinical, and operational improvements.

Customer Success Team Collaboration

• While you will operate with significant independence managing a national portfolio of enterprise accounts, you remain an integral part of the Customer Success team, partnering with your St. Louis-based colleagues on implementations, onboarding projects, and cross-client initiatives.

• Share engagement playbooks, data frameworks, and field learnings from your enterprise accounts to help strengthen how the team supports clients nationally.

• Support other client escalations, growth initiatives, and implementation needs as a collaborative team member, even when working across geographies.

• Contribute to the continued evolution of the team’s data infrastructure, reporting practices, and engagement methodologies as the company scales.

Requirements

• 5–7 years of experience in customer success, healthcare account management, employee benefits consulting, or a similar client-facing role within healthcare services or care delivery, specifically managing large employer groups, health systems, or enterprise accounts.

• A data-driven mindset, with the ability to analyze utilization data, identify patterns, and develop engagement strategies informed by measurable insights.

• Proven experience improving engagement, utilization, or adoption within complex healthcare or enterprise environments.

• Comfort working in an environment where processes continue to evolve and team members contribute to building and refining how we operate. Prior startup or early-stage company experience is a plus.

• Ability to operate independently while remaining highly collaborative with remote teammates. This role requires initiative, ownership, and strong self-direction.

• Experience navigating the intersection of startup agility and enterprise healthcare environments, with the ability to build credibility and trust within large, complex organizations.

• Strong experience working with HR leaders, benefits teams, and executive stakeholders within large employer or health system settings.

• Comfort supporting sales-related activities, including demos, prospect conversations, and national market development.

• Experience in a clinical or healthcare delivery environment is strongly preferred. This could include work as a clinician, within clinical operations, care coordination, or other roles that provide direct exposure to how care is accessed and delivered. You understand the patient journey, not just the business case.

• Excellent communication and relationship-building skills across a wide range of audiences.

• Highly organized and able to manage multiple priorities and workstreams effectively.

• Able to be based anywhere in the U.S., with a preference for candidates based in the Midwest or East Coast; this role requires routine travel to client locations nationwide, plus periodic travel to St. Louis HQ (total travel commitment of approximately 20%).

• Familiarity with tools such as Salesforce, HubSpot, Notion, or similar CRM and customer success platforms. Experience with data dashboards or reporting tools is a plus.

Benefits

At the company, we're on a mission to make humane healthcare truly abundant, and we invest in the people who make that possible. This is a high-impact role where your ideas directly shape how care is delivered, within a supportive, collaborative, and diverse team that believes healthcare is fundamentally a human experience. We back that commitment with a robust total rewards package:

• Meaningful ownership through stock options, allowing you to share directly in the value you help create as we grow

• Competitive base compensation

• Comprehensive medical, dental, and vision coverage options, with the company contributing toward your premiums

• Complimentary access to the company's clinical programs for you and your household members, the same connected care we deliver to our patients

• 401(k) retirement plan to support your long-term financial well-being

• Flexible Paid Time Off, so you can recharge without counting days

• Dedicated Paid Sick Leave, separate from your FTO, for when health needs come first

• 11 paid company holidays each year

• Paid family leave to support you through life's biggest moments

• Optional ancillary benefits, including life insurance, disability coverage, and a Health Savings Account (HSA)