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Salary: $90,000–$120,000 per year + equity
Location: US
Working arrangement: Remote
Full-time | Permanent
About the opportunity
Via is partnering with a fast-growing digital health technology company to recruit a Client Success Manager to manage relationships with employer clients.
You'll own a portfolio of customers and be responsible for ensuring they get maximum value from the company's digital healthcare programs. This includes driving adoption, demonstrating program value, managing escalations, identifying opportunities to expand accounts and securing renewals.
It's a strategic, client-facing role combining customer success, account management, project management and commercial responsibility. You'll work with stakeholders across HR, benefits and healthcare while partnering internally with Sales, Data, Marketing, Product, Operations and Clinical teams.
You'll also have opportunities to coach and support less experienced members of the Customer Success team.
What you'll be doing
- Own day-to-day relationships with a portfolio of employer clients
- Build trusted relationships with senior client stakeholders
- Drive adoption and engagement across client organisations
- Develop communication campaigns designed to increase employee enrolment
- Present performance, engagement and value data to clients
- Turn data into clear recommendations and compelling client stories
- Manage the full customer lifecycle from implementation through renewal
- Maintain strong client satisfaction and retention
- Identify and manage potential renewal or churn risks
- Lead client meetings, business reviews and strategic conversations
- Manage escalations and coordinate internal teams to resolve issues
- Understand each client's priorities, culture and business objectives
- Identify opportunities to expand the products and services used by clients
- Support renewals and account expansion
- Turn satisfied customers into advocates for references, case studies and PR opportunities
- Become a subject-matter expert on the company's products
- Coordinate projects involving Sales, Product, Marketing, Data, Operations and Clinical teams
- Communicate client feedback and priorities internally
- Help develop Customer Success best practices and processes
- Coach and support Client Success Associates and Managers
What we're looking for
You'll ideally have:
- 2+ years of Client Success or Customer Success experience
- Experience managing your own portfolio or book of business
- Strong experience building relationships with business customers
- Confidence working with senior client stakeholders
- Experience managing renewals, retention and customer satisfaction
- The ability to manage multiple customers at different stages of their lifecycle
- Strong presentation and communication skills
- Experience using data to demonstrate customer value and influence decisions
- Strong project management and organisational skills
- Confidence handling customer escalations
- A commercially minded approach to account growth and retention
- Experience working cross-functionally with teams such as Sales, Product, Marketing and Operations
- The ability to understand complex information and turn it into clear recommendations
- Strong Excel and data analysis skills
Experience within digital health, employee benefits or healthcare technology would be particularly valuable.
We're especially interested in candidates who have managed employer and/or health plan clients, but candidates from other B2B SaaS environments with strong customer success experience may also be considered.
Nice to have
- Bachelor's degree
- Digital health experience
- Employee benefits knowledge
- Experience working with health plans
- Experience within a high-growth technology company
- Advanced Excel skills
- Experience working with customer or benefits data integrations
- Previous experience coaching or mentoring junior Customer Success colleagues
Why apply?
- $90,000–$120,000 base salary
- Equity included
- Remote working
- Work with major employer and healthcare clients
- Own strategic client relationships from adoption through renewal
- Opportunity to influence account growth as well as retention
- Work for a technology business using AI and digital healthcare to improve patient outcomes
- Exposure to Sales, Product, Data, Marketing, Operations and Clinical teams
- Opportunity to coach and develop other Customer Success team members
- Medical, dental and vision coverage
- Traditional and Roth 401(k) options with a 2% company match
- Learning and development support
- Family and fertility planning support
If you're an experienced Customer Success or Client Success Manager who enjoys building strategic client relationships, using data to demonstrate value and taking ownership of retention and growth, we'd like to hear from you.
