Senior Partner Success Manager

Job Description

Job Description

Description:

About Brook

Brook is the continuous care infrastructure for healthcare. Building on our foundation in remote care, we provide the connected operating system that combines clinical AI, care teams, connected devices, and end-to-end delivery to enable continuous, longitudinal care at scale.

We support adults managing chronic conditions such as diabetes, hypertension, and heart failure, while also helping people reduce their risk of developing type 2 diabetes through Brook+, our CDC-recognized Diabetes Prevention Program.

Working alongside clinics, hospitals, and health plans, we help patients stay connected, engaged, and supported between visits through a combination of technology, clinical expertise, and proactive outreach. The approach enables earlier intervention, improves the patient experience, reduces administrative burden on care teams, and helps healthcare organizations deliver better outcomes more efficiently.

The result is healthier patients, more satisfied providers, fewer avoidable hospitalizations, and a more scalable and sustainable approach to chronic care management.

Our ambition.

Make continuous care the new standard of healthcare.

Run the continuous care infrastructure that extends clinical teams and empowers patients to achieve better health outcomes.

Brook. The continuous care infrastructure for healthcare.

For our patients. For our partners. For each other.

The Role

The Senior Partner Success Manager owns Brook’s most strategic healthcare partnerships across Southern New England — the health systems, provider groups, and health plans that count on Brook to run continuous, remote care for their patients between visits. The role carries the full weight of each relationship: the clinical outcomes, the commercial growth, and the executive trust that keeps a partnership expanding rather than stalling.

What makes the seat wider than a standard account-management role is the surface area. You sit at the center of Brook’s clinical, product, growth, and operations teams — translating what partners need into what Brook builds and delivers and translating Brook’s clinical and financial results into narratives executives act on. You own the book end to end, from quarterly business reviews to renewal, pricing, and expansion conversations, bringing in the VP of Partner Success where leadership weight moves the relationship forward.

This is the right fit for someone who has carried enterprise healthcare relationships, can hold a room with a CMO and a CFO, and reads a performance dashboard as readily as a contract. It is not the right fit for someone who wants a defined lane, a single point of contact, or a book that runs itself.

What You’ll Own

Strategic Partner Leadership

• Enterprise and high-value partners stay anchored to Brook because you build durable, multi-threaded relationships across their clinical, operational, and executive ranks — never a single fragile point of contact.
• Every partner has a living account plan that ties Brook’s capabilities to their goals, so growth is deliberate rather than reactive.
• Complex or at-risk partner situations land with you first, and you drive them to resolution.

Account Ownership & Growth

• You own the commercial relationship end to end — quarterly business reviews land on measurable outcomes and a forward-looking plan, not a status recap.
• Expansion happens across service lines, locations, and provider groups because you identify, qualify, and drive the opportunities forward.
• You coordinate the internal discussions on renewals, contract changes, pricing adjustments, and program expansion — and keep at-risk accounts on a mitigation path before they slip — partnering with the VP of Partner Success on enterprise-level negotiations.
• Partner feedback reaches Product, Clinical Operations, and leadership in a form they can act on, so the roadmap reflects what partners actually need.
• Cross-functional work moves because you coordinate with Partner Operations, Product, Sales, and Data, and bring a structured point of view to internal teams about what partners need to succeed.

Performance & Insight

• Partners see their clinical and financial outcomes as a clear, executive-ready story because you turn activation, utilization, and outcome data into narrative — not just numbers.
• Each partner has defined success metrics tracked against Brook’s strategic targets, and you use the data to shape growth plans and interventions.

Team & Practice

• Newer PSMs ramp faster and the whole team gets sharper because you mentor peers, share playbooks and templates, and help evolve how Partner Success works.
• You support hiring, onboarding, and training as the practice scales.

Knowledge, Skills, and Abilities

• 5–7 years in partner success, customer success, account management, or strategic healthcare partnerships, with meaningful time owning enterprise or high-value accounts.
• A track record of driving measurable retention and expansion with healthcare partners, and of leading executive-level business reviews, contract, and expansion conversations.
• Strong analytical instincts — you interpret performance data and turn it into strategic recommendations executives can act on.
• Comfort owning the full account-management function, including coordinating contract and pricing discussions with internal leadership.
• Confidence operating with C-suite, clinical leadership, and operational teams alike.
• Bachelor’s degree or equivalent practical experience.
• Comfortable working across systems and using AI to drive progress and change, with the judgment to verify output before relying on it.
• Clear written and verbal communication with both technical and non-technical partners.
• Curiosity about the healthcare operations behind the work.

Preferred Experience

• Experience with health systems, ACOs, FQHCs, or value-based care organizations.
• Direct experience with Remote Patient Monitoring (RPM), Chronic Care Management (CCM), or related remote care services.
• Experience mentoring or leading customer-facing teammates.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, or Gainsight.

Working at Brook

Three commitments anchor the work — for our patients, for our partners, and for each other. The way we show up to the team is the way we show up to the patients and partners who count on us.

• No bystanders. See a gap or a risk — bring it forward. Effort and credit are shared.
• Honest, with care. We push back thoughtfully. When a tradeoff is hard, the patient and partner on the other end anchor the call.
• Agentic AI is part of the work. Daily, skeptical, accountable use of AI tooling — fluency with the tools and judgment about when to verify before shipping.

Why You Want to Work Here

The work is real — patients with chronic conditions feel the impact of what we build, every day, between visits.

The scope is wider — a small team running an end-to-end care model means you'll touch more of the stack and see more of the consequences of your decisions.

The bar is high and so is the trust — clarity on what we're building, the autonomy to do the work the way it needs to be done, and teammates who hold themselves to the same standard.

Benefits at Brook

Benefits are how Brook shows up for you and your family — the same way we ask you to show up for patients, partners, and each other. Below is a snapshot. The Brook Benefits Summary has the full plan detail.

Healthcare coverage

• Employee & child(ren) — Brook pays 100% of premiums for full-time employees and their child or children for medical, dental, and vision. No paycheck deductions for you or your child(ren).
• Spouse / domestic partner — Brook contributes 50% of premiums for coverage of a spouse or domestic partner.
• HSA contribution — Employees who enroll in our HSA-eligible medical plan receive a Brook-funded contribution toward medical expenses.
• Medical concierge — Concierge support for claims, referrals, and care coordination, for employees and their families.

Mental health and wellbeing

• Spring Health — Free therapy sessions, in addition to the mental health coverage built into our medical plan.
• Flexible PTO — No accruals, no preset limits. You and your manager decide what's reasonable. Dedicated sick time and a generous holiday schedule round it out.

Financial wellness and security

• Income protection — Brook-paid short-term and long-term disability for all full-time employees.
• Life insurance — Company-paid life insurance equal to one time salary, up to a set maximum.
• 401(k) — All employees (full-time and part-time) are automatically enrolled. Brook provides a company match.
• Emergency savings account — Brook matches a portion of employee contributions to help the fund grow faster. You decide what qualifies as an emergency.

Recognition and community

• Employee referral bonus — Great people know great people. Refer a candidate who is hired and you'll receive a referral bonus.

Working Arrangement & Eligibility

This position is remote and must be based in Southern New England. Regular travel — including some overnight travel — is required for meetings, partner visits, and implementations across Massachusetts, Connecticut, and Rhode Island.

The role is not eligible for relocation or visa sponsorship. Candidates must be based in Southern New England and able to travel regularly, including some overnight travel, to partner sites in Massachusetts, Connecticut, and Rhode Island.

Equal Opportunity

Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship, or any other protected characteristic covered by applicable law. All employment is decided on the basis of qualifications, merit, and business need.

For our patients. For our partners. For each other.

Brook. The continuous care infrastructure for healthcare.