Client Success Manager (Remote)

Remote

Midi Health is hiring our first Client Success Manager to nourish and develop relationships with our enterprise customers. This is a quota-carrying role responsible for creating the strategy and building the team that will manage day-to-day interaction with our clients, ensuring a positive relationship and successful execution of the terms of our contract. This is a fully remote position reporting into our Chief Commercial Officer.

The ideal candidate will possess experience working with large employer clients, a strategic mindset and operational proficiency. They should be comfortable rolling up their sleeves to get the job done, have a working knowledge of the healthcare ecosystem and a growth mindset. In the beginning, this is a one-person team, and this role is responsible for doing the work, setting the strategy, and building the playbook for making this team impactful, successful, and valued by our clients. Cross-team coordination, project management, effective communication and presentation skills are required.

What you’ll do:

Client Relationship Management: Build and maintain relationships with clients, understanding their needs, goals, and challenges. Enable collaboration with other vendors in clients’ benefits ecosystem to ensure we optimize the member experience and the client investment. Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor. 

Onboarding and Training: Guide new clients through onboarding processes, providing training on products/services to ensure successful adoption and usage. Manage B2B customer enrollments, retention, cancellations, invoicing, and be the voice of the member customer.

Understanding Client Objectives: Collaborate with clients to understand their business objectives and align your startup's offerings to meet those needs. Build relationships with consultants and brokers, recognizing the value they bring to our customers

Customer Support: Act as a point of contact for clients, addressing inquiries, troubleshooting issues, and providing timely solutions. 

Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products/services that align with the client's needs. Successfully manage upsells of new product lines and renewals of current clients.

Feedback Collection: Gather feedback from clients regarding their experiences, needs, and pain points to help improve products/services.

Data Analysis: Analyze client data and usage patterns to identify trends, opportunities, and potential areas for improvement.

Collaboration with Cross-Functional Teams: Work closely with sales teams to identify potential leads and collaborate with product teams to relay client feedback for product enhancement. Partner with the marketing team to develop and execute a robust engagement strategy. Partner with the Finance Team to ensure revenue is billed and reported appropriately.

Retention Strategies: Develop strategies to ensure client retention, such as implementing loyalty programs or personalized services. Responsible for ensuring customer renewals and accelerate expansions. 

Performance Tracking and Reporting: Monitor and report on client satisfaction metrics, retention rates, and other key performance indicators to assess the success of client relationships. In partnership with key stakeholders, create, develop and drive execution to enable client reporting illustrating Midi Health’s value delivery (e.g. member engagement, utilization, clinical impact and ROI), demonstrating a strategic command of the clients' experience and linking results to the clients’ key business objectives. 

Leadership: Model exemplary behavior that aligns with Midi’s values.

Qualifications

• 10+ years of experience in a client success, customer success or account management function
• 5+ years of experience working as a Client Success Director in an early startup
• 5+ proven track record of working with mid-sized employers for client relationship management and consultation within health care benefits segment
• 5+ years of experience within the employer benefits or insurance industries
• 5+ years of experience using a CRM
• 5+ years of experience leading a team that will fulfill the strategies and meet the business outcomes this role establishes 
• 5+ years in corporate experience working at a navigator, digital health point solution, carrier/TPA, consulting firm, population health management firm, or related
• Demonstrated success in B2B growth by developing relationships with current clients
• Demonstrated ability to work cross-functionally in a fast-growing company where change is the norm
• Growth mindset focused on retaining clients and creating opportunities to expand beyond current services 
• Strong communication skills to articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Ability to analyze and interpret data to derive insights that support value delivery and value creation for clients
• Unparalleled project management skills
• Operations experience or familiarity in a health care delivery environment
• Strong business and financial acumen; strong problem-solving, judgment and analytic skills
• Excellent collaboration, and listening skills working with cross-functional teams
• Excellent messaging, positioning and presentation of information for client impact
• Ability to work under pressure and prioritize responsibilities
• Prior success in a fast-growing organization
• Ability to travel 25% of the time for client meetings