Client Success Executive

Client Success Executive

CirrusMD is redefining virtual care by delivering a Physician-first Care & Guidance solution that meets patients at their moment of need. Our text-based (or web) app connects patients with licensed physicians in under a minute, allowing them to engage in care at their own pace and convenience. Available 24/7/365, CirrusMD's integrated care spans multiple specialtiesfrom acute and chronic care to behavioral health. Our platform serves 10 million users across all 50 states and is offered exclusively through employers and health plans.

The Client Success Executive (CSE) is responsible for developing and maintaining exceptional relationships with internal and client partners, ensuring clients achieve maximum value from the CirrusMD platform. The CSE owns retention and growth across an assigned book of business identifying upsell opportunities, growing membership/covered lives, and meeting utilization goals. This role involves day-to-day client management, proactive engagement to understand and address client needs, and cross-functional collaboration to drive measurable success outcomes. The ideal candidate will have a background in mid- to large-scale client relationship management within healthcare services, with demonstrated success exceeding expectations while maintaining and growing their book.

Essential Roles and Responsibilities

Percent of time spent is approximate and totals 100%.

25% Client Value, Relationships & Implementation

• Client Value Realization: Work closely with clients to understand their business objectives and vision, and ensure the CirrusMD platform delivers measurable value aligned with those goals; share client objectives across the CirrusMD team.
• Client Relationship Management: Serve as the primary point of contact for assigned large, strategic accounts, managing day-to-day communications and building strong relationships with client stakeholders at all levels, up to and including the executive suite.
• Onboarding, Implementation & Adoption: Manage intake and implementation of new projects from Client Success leadership and the Sales team; act as the key partner contact to facilitate implementation and hit go-live timelines, and drive adoption through training, best practices, and ongoing support.
• Expectation Setting: Set proper client expectations based on knowledge of the CirrusMD platform, scope of relationship, and contractual requirements.

50% Growth, Retention & Account Strategy

• Client Growth & Upselling: Identify opportunities for account growth including product upsell, cross-sell of complementary solutions, and growing membership/covered lives and partner with Marketing to increase utilization across the book of business.
• Retention & Renewal Management: Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrated, continuous value.
• Strategic Account Planning: Develop and maintain strategic account plans for growth and retention; strategize with clients on all opportunities to ensure solutions are being effectively utilized and expanded, and conceptualize new programs that deepen partner relationships.
• Business Reviews & ROI Reporting: Develop and deliver business review presentations that demonstrate return on investment and program outcomes, and use ongoing review of those outcomes to recommend changes that optimize the CirrusMD platform to its full potential.
• Client Health Monitoring: Regularly track and assess client health, using data and insights to identify risk and surface opportunities for deeper engagement and growth.
• Performance Metrics & Reporting: Monitor key success metrics such as utilization and adoption rates, client satisfaction (NPS/CSAT), membership growth, and revenue; report progress and outcomes regularly to both clients and internal stakeholders.

25% Collaboration, Advocacy & Market Insight

• Issue Resolution: Act as a trusted advisor and advocate for the client, ensuring issues and concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
• Cross-Functional Collaboration: Work closely with Sales, Sales Support, Product Management, Business Development, Marketing, and Support to ensure a seamless client experience and to complete requests for proposals/information in a timely, accurate, and professional manner.
• Client Feedback & Product Improvement: Collect and relay client and market feedback to Product and Marketing to help inform go-to-market strategy and the roadmap for future product development.
• Client Presentations & Site Visits: Lead client presentations and facilitate site visits; routinely present product updates and roadmap to external client stakeholders; participate in Sales finalist presentations as needed.
• Platform & Industry Expertise: Maintain a deep understanding of CirrusMD's technical and operational set-up and how it is implemented to ensure platform optimization; stay current on company initiatives and industry trends.

Skills and Qualifications

• Bachelor's degree in business or equivalent experience.
• 5 7+ years of healthcare industry experience in client success, account management, consulting, sales, or other applicable area; successful selling and/or account management experience in healthcare services required.
• Proven experience driving client outcomes and revenue growth, with executive-level relationship management experience.
• Demonstrated ability to meet and exceed goals, and to work and manage clients independently.
• Strong relationship-building, listening, and communication skills, capable of working with a variety of client stakeholders, including executives.
• Experience managing large, complex client accounts and coordinating across multiple departments.
• Ability to conduct executive-level presentations, facilitate group discussions, and deliver engaging product demonstrations.
• Technically astute, with the ability to lead IT and other product-related discussions.
• Analytical thinking, data-driven decision making, and strong problem-solving skills to proactively address client challenges.
• A professional, resourceful, and results-driven style; well organized, detail oriented, and able to take initiative and manage multiple projects at a time.
• Proficiency with CRM systems and client success platforms such as Salesforce.
• Hands-on, strong team player, and fully accountable for delivering agreed-upon performance metrics.
• Ability to travel up to 25% cyclical depending on client needs.
• Protect and take care of our company and member's data every day by committing to work within our company ethics and policies.
• Experience with self-insured employers
• Experience working with national broker and consulting houses

Compensation

Compensation will be earned as a combination of the following:

• Salary
• Variable compensation
  • Up to 100% of base salary can be earned
• Health and other benefits
• 401(k), including company match

What's in it for you:

CirrusMD is paving the way to a better healthcare future and our work truly matters! Our solution is exceptionally accessible, instantly available, and simply scalable. If you are looking to make a lasting impact where your voice matters, consider joining our team and help us deliver care without barriers. We take the health and happiness of our employees seriously and offer great benefits including:

• Competitive compensation
• Deeply subsidized medical, dental & vision insurance for you and your family
• Unlimited PTO / Vacation
• 401(K) + match
• Paid maternity & paternity leave
• Remote friendly
• Growth opportunity
• A positive, collaborative and diverse culture
• Social events onsite & remote
• Free, unlimited access to our text-first platform