Manager, Customer Strategy and Success

The Manager, Customer Strategy and Success will own the customer journey from implementation through ongoing partnership growth, ensuring clients achieve measurable value and success. This role requires strong cross-functional collaboration, data-driven decision-making, and the ability to communicate effectively with internal teams and external stakeholders.

• Own end-to-end implementation, account management, and customer success strategies for assigned partner accounts, ensuring successful adoption and measurable outcomes.
• Lead internal implementation initiatives by coordinating with Product, Clinical Operations, Member Marketing, and other stakeholders to deliver seamless customer launches.
• Build strong relationships with customer stakeholders, guiding conversations around performance, opportunities, and partnership growth.
• Support awareness and engagement initiatives within customer organizations to help eligible members understand and access available healthcare solutions.
• Analyze performance metrics and operational data to identify trends, highlight success stories, and create actionable insights for customers.
• Prepare and deliver quarterly business reviews (QBRs), communicating impact, progress, and future opportunities to strengthen customer relationships.
• Partner with internal teams to align priorities, resolve challenges, and improve customer experience and outcomes.
• Contribute to continuous improvement efforts by identifying opportunities to enhance processes, reporting, and customer engagement strategies.

Requirements:

The ideal candidate is a customer-focused professional with experience managing strategic relationships, translating data into insights, and coordinating complex initiatives across multiple teams. They should be comfortable working in a dynamic environment where ownership, communication, and analytical thinking are essential.

• 2–4 years of relevant professional experience after completing undergraduate studies, with demonstrated career progression.
• Proven experience in a client-facing role with the ability to manage relationships and influence key stakeholders.
• Strong analytical skills, including experience gathering, interpreting, and presenting data through compelling business narratives.
• Excellent organizational and project coordination abilities, with strong attention to detail and follow-through.
• Strong written and verbal communication skills with the ability to communicate effectively across technical and non-technical audiences.
• Experience collaborating with cross-functional teams and managing multiple priorities simultaneously.
• Healthcare, digital health, telehealth, or benefits-related experience preferred.
• Experience preparing and presenting business reviews, customer reports, or strategic presentations preferred.
• Familiarity with startup, high-growth, or mission-driven environments is a plus.
• Passion for improving patient experiences and contributing to healthcare transformation.

Benefits:

• Competitive salary range of $100,000 – $120,000 USD, commensurate with experience.
• Meaningful equity opportunities.
• Employer-sponsored medical, dental, and vision insurance.
• Unlimited paid time off (PTO) and 11 paid company holidays.
• Access to a “Life Concierge” benefit supporting personal and professional wellbeing.
• Tailored professional development opportunities to support career growth.
• Remote-first flexibility, allowing employees to work from home within approved U.S. states.
• Opportunity to contribute to innovative healthcare solutions with a mission-driven team.