Client Success Manager, Wellthy

• To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
• Bring 5-7 years of valuable experience in Client Success, Account Management, marketing, or program management to the team
• Display intelligence, thoughtfulness, and meticulous attention to detail, coupled with a natural aptitude for nurturing relationships both internally and externally
• Showcase exceptional follow-up skills and robust project management capabilities, facilitating seamless cross-functional collaboration to meticulously plan and execute initiatives
• Engage effortlessly with both junior and senior-level partner contacts, fostering productive interactions
• Demonstrate exceptional communication prowess, comfortable with group presentations, and adept at crafting compelling narratives and visuals to convey your ideas effectively
• Possess an inquisitive nature, coupled with a fervent eagerness to acquire new skills and stay current with emerging technologies
• Thrive in fast-paced environments, adept at achieving objectives with agility and efficiency
• Comfortable analyzing and cleaning data and using it to create presentations, decks, and collateral
• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment
• 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
• We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above

Desirable

• As our Sr. Client Success Manager, Patch Caregiving, you will collaborate with your colleagues to effectively manage and serve clients of the Patch Caregiving business line
• In this role, you will play a crucial part in ensuring the satisfaction, retention, and growth of the employers who offer Patch as an employee benefit and work strategically with clients to best meet their goals and overall Patch Caregiving and Wellthy business goals. You will act as a trusted advisor to HR/Benefit Leaders to help communicate the value of Patch, respond to client needs, questions and requests
• You will report directly to a Director of Client Success
• 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 Patch and Wellthy, ensuring client feedback is communicated and addressed appropriately
• High collaboration with other team members to align on Patch goals and objectives and in broader scope with Wellthy’s business 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 Patch’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 supports our clients and Patch’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