Sr. Client Success Manager

Sr. Client Success Manager

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We're building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we're seeking collaborative, curious, and purpose-driven teammates to help us expand what's possible. Our work is grounded in the expertise of seasoned care professionals who deeply understand families' real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we're building a more connected, comprehensive care experience for families and caregivers alike.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members. We're building, evolving, and expanding the market category for care, and we're looking for responsive, collaborative, curious, and purposeful colleagues to join us.

As our Sr. Client Success Manager, you will be the main point of contact for our employer partners, helping them get the most out of their Wellthy partnership. You'll also coach and support other Client Success team members. The role combines elements of relationship management, project coordination, product expertise, and team leadership.

You will report directly to a Director II, Client Success.

To be successful in this role:

• Manage a portfolio of client accounts, devising both strategic and tactical plans to drive optimal satisfaction, retention, and growth.
• Act as a client/partner advocate within Wellthy, ensuring client feedback is communicated and addressed appropriately.
• High collaboration with other team members to align on Wellthy goals and objectives.
• Develop and implement creative retention strategies to minimize client churn.
• Work closely with the growth and sales teams to identify areas for account expansion to maximize revenue with existing clients/partners.
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Lead initiatives for growth within existing client base, overseeing renewal efforts that expand and deepen client relationships.
• Collaborate in the planning, formulation, and execution of comprehensive engagement programs aimed at informing and educating employees about the benefits of Wellthy's solutions.
• Establish shared performance metrics to assess the effectiveness of client initiatives, ensuring timely feedback and continuous improvement.
• Provide support to strategic initiatives aligned with the objectives of the Client Success team and the broader Wellthy organization, contributing directly to business goals.
• Foster cross-functional collaboration to enhance the overall client and sponsored member experience, actively contributing to optimization efforts.
• Exhibit a commitment to continuous learning and growth, developing into a subject matter expert in a strategic area of focus that support our clients and Wellthy's business goals.
• Leverage data and analytics to assess client engagement and satisfaction and prepare regular reports on client success metrics and KPIs.
• Stay informed about product updates, features, and industry trends to effectively communicate value propositions to clients.
• Make a significant and positive impact on the company culture through active participation and contribution.
• This role may require travel up to 15% of the year, primarily to support client Open Enrollment events and strategic meetings.

Qualifications

It is important to note that you will need the ability to work in a fast-paced environment, be flexible, creative, and be comfortable in knowing that we are constantly evolving.

• You have 5+ years of experience in account management, client success, implementation or healthcare management.
• Able to build relationships at all levels as a trusted & respected thought-partner
• You have experience in upselling and retaining customers to drive additional revenue.
• You have experience using SaaS-based solutions and platforms.
• Player-Coach: Ability to mentor junior members of the team but also manage day-to-day administrative work on behalf of your own book of business
• Data storytelling: Able to craft a compelling story using data-driven insights to make recommendations to influence client decisions.
• Product Knowledge: Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices. Able to confidently answer questions and present solutions to clients.
• Strategic influence: Able to effectively navigate the complexities of a book of business with clients in multiple stages of their lifecycle. Gain insight into client culture, priorities, and goals. Effectively convey client needs internally, driving the resources needed for successful client relationships.
• Manages Complexity: Able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Able to ask the right questions to accurately analyze situations, acquire data and uncover root causes to difficult problems.
• Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids.
• You have the willingness and ability to travel as needed (approx. 15%)

Qualifications that are preferred but not mandatory:

• Experience at a high-growth company and understand the associated challenges
• Have an understanding of employee benefits, digital health, and the startup work environment
• Data integration proficiency

Total Rewards Package

The starting salary for this position is $99,000-$121,000. Remote work environment. Medical, dental and vision benefits within 30 days of hire. Retirement saving account with matching company contributions. Mental health benefits. 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days). Sick and Caregiving Days. Professional development initiatives for growth. Generous parental leave (maternal and paternal) during a new child's first year (born into family or adopted) and pregnancy loss leave.

Role Requirements:

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

Location

This is a remote and US states based opportunity. We ask that you work in a location that is:

• Private, with secure (not public) internet and phone access
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

What's Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume. We understand that there is no "perfect" candidate and never expect every candidate to meet 100% of the qualifications listed above. We look for our Wellthians to enhance and advance our company from their past experiences. Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for. We hope that you're encouraged and even excited by that to get started with our process.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For those who require reasonable accommodations, please let us know on your application or email us at View email address on click.appcast.io.