Senior Client Success Manager

The company IS A PIONEERING DIGITAL HEALTH COMPANY.

The company is a fast-growing, growth-stage digital health company headquartered in Los Angeles. Our mission is to motivate people living with chronic conditions to make healthier choices, every single day.

We use behavioral economics, habit science and technology to motivate lasting behavior change in some of the highest need and most underserved populations in the US (Medicare and Medicaid), drastically changing their quality of life and health outcomes. We have demonstrated results with several large insurers and health systems (e.g. reducing hospitalizations by over 40%), and are now rapidly scaling. Our goal is to be the category leader in improving health outcomes for hard-to-engage populations. A key difference at the company compared to other digital health companies is that our users (Members) actually use the company every single day - think TikTok tier daily engagement (and data generation!).

But most importantly, our work quite literally saves lives by stabilizing chronic disease patients and preventing disease progression, hospitalization, and other bad outcomes. We are a mission-driven company where you work with incredible talent and see tangible differences directly from your impact.

YOU WILL HAVE THE OPPORTUNITY TO MANAGE CLIENT ACCOUNTS WITH LEADING HEALTH PLANS AND PROVIDERS ACROSS THE COUNTRY.

Some of your responsibilities will include

• Own the relationships between the company and our healthcare customers, typically large Payer and Provider organizations, and ensure successful implementation, adoption and performance of our solutions in their organizations.

• Map and navigate a productive path through complex healthcare organizations and coordinate with Sales to grow an existing account base through identification of new opportunities and expansions

• Be a strategic partner to our clients, ensuring that our programs are serving their needs and helping them identify areas of opportunity proactively

• Create and deliver customer-focused data analyses to demonstrate program performance and value to our customers

• Serve as the voice of the customer and champion customer needs internally at the company

• Make everything that we do better and smarter, using data as your guide where possible

SPECIFICALLY, YOU WILL

• Manage a portfolio of health plan and provider partners, serving as the main point of contact throughout the customer lifecycle

• Lead program implementations, from receiving data to presenting program outcomes, and ensure milestones are achieved across various work streams to support efficient and on-time go-lives

• Build and maintain long-term relationships with key customer stakeholders, providing excellent customer service, ensuring high levels of satisfaction, and serving as a thought partner to help customers derive maximum value from the company solution

• Coordinate regular meetings and presentations (remote and in-person) with cross-functional customer teams to track progress, communicate outcomes, and identify opportunities for additional support and improvement

• Analyze, design, and present program outcomes to healthcare executives, conveying the company’s value story and quantifying the program’s impact

• Use data and a deep understanding customer priorities and pain points to support sales and renewal conversations

• Collaborate with internal teams such as Product, Engineering, Sales, and Marketing to drive initiatives forward forward and deliver optimal value to our partners

• Contribute to a great culture and work alongside a team of highly motivated individuals that are passionate about improving the care and health outcomes of patients/members across the country

YOU WILL BE WORKING CROSS-FUNCTIONALLY INTERNALLY AND EXTERNALLY.

You will work with

• Customer stakeholders, both senior and junior, representing different departments and functional teams such as Quality, Pharmacy, Population Health, Care Management, Marketing, and Data/IT

• Customer success leaders to share best practices, streamline processes, and collaborate to achieve individual and departmental goals

• Product leaders to support program delivery and enhance platform features

• Health Informatics Data Analysts and Data engineers to maintain data operations that power the company solution and outcomes analyses

• Sales/Marketing to craft and deliver impactful messages and outcomes stories to support commercial growth

YOU MIGHT BE THE CANDIDATE WE’RE LOOKING FOR.

We’re looking for someone who has

• Minimum Education: Bachelor's Degree

• 5+ years' experience in healthcare or healthcare-focused market

• Account management and/or client-facing experience with health insurers and/or risk-bearing providers

• Strong communication, presentation and interpersonal skills

• Excellent project management skills, leading implementations and/or other complex initiatives

• Experience working with senior healthcare executives

• Familiarity and willingness to work with healthcare data (e.g., Rx claims, eligibility files, Acumen)

• Understanding of the Quality landscape, including experience supporting HEDIS performance improvement

• Thrives in dynamic environments, quickly adapts to changing circumstances, and develops creative solutions to complex client challenges.

• Excellent attention to detail, multitasking and organizational skills

• Self-starter with strong analytical skills and a data-driven focus

• Up to 30% travel

In addition to the above, our ideal candidate has experience/familiarity with:

• The digital health landscape and/or at an early-stage company

• Medicare and/or Medicaid programs

• Sales (either net new sales or expansions/renewals)

• Healthcare data and analyses

• SQL experience

YOU WILL ENJOY WORKING WITH US AT the company.

The benefits of working with us include

• Flexible working arrangements, supporting strong remote-first practices and tools with the option to work in our excellent gathering space in Marina Del Rey, CA.

• Robust paid time off and generous parental leave program.

• Competitive salary & bonus structure.

• Health, dental, vision insurance, and FSA/HSA plans.

• Ability to have a positive impact on people who need it most.

• Support of a highly dedicated team focused on building the future of healthcare.

Base Compensation: $110,000 - $160,000

The company is an equal-opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.