Client Success Manager, Big Health
Providers
$138-168k
+ Stock options
Digital mental healthcare portal
Open for applications
Digital mental healthcare portal
201-500 employees
Open for applications
$138-168k
+ Stock options
201-500 employees
Company mission
Big Health is on a mission to help millions back to good mental health.
Role
Who you are
- 8+ years in Client Success, Account Management, or Consulting with significant ownership of large, complex healthcare accounts and a strong record of retention and expansion
- Bachelor’s degree required; MBA/MPH or relevant graduate degree preferred
- Deep familiarity with healthcare operations and change management within regulated environments required
- Excellent organizational and time-management skills; disciplined risk/issue management and deadline accountability
- Exceptional communication and interpersonal skills with demonstrated executive presence; able to build and sustain strong relationships across clinical, operational, and executive stakeholders
- Analytical fluency and the ability to translate utilization and outcomes data into credible ROI narratives
- Experience collaborating cross-functionally and coordinating complex programs
- Comfort with analytics tools (e.g. - Looker) and CRM/CS tools (e.g., Salesforce, Gainsight)
- Experience in digital health and/or behavioral health is a plus
What the job involves
- The Client Success Manager (CSM) is a seasoned, customer-obsessed professional responsible for ensuring organizations are actively engaged, realizing value, and experiencing a smooth deployment of Big Health’s FDA-cleared treatments at scale
- The CSM is accountable for renewal, expansion, and measurable clinical and financial outcomes across a strategic portfolio of customers, while contributing to the organization and refinement of internal processes and customer success playbooks that enable repeatable scale
- This role requires an individual who is able to communicate simplicity in complex environments, build excellent client relationships, and leverage data to deliver for clients and to support our Go-To-Market strategy
- They bring enterprise account leadership, healthcare operating fluency, and disciplined, outcomes-oriented execution
- Manage strategic, complex, and enterprise healthcare customers and develop account plans with clear goals, risks, and growth strategies (renewal, expansion, multi-site/service line scale)
- Build relationships with clinical, operational, IT, revenue cycle, contracting, finance, and executive sponsors; run executive business reviews (JOCs/QBRs) that align on outcomes and next-best actions
- Drive onboarding across complex environments, ensuring adoption targets and value realization are met against success criteria
- Standardize and improve CS playbooks
- Synthesize learnings across accounts to inform repeatable approaches, internal processes, and continuous improvement
- Lead cross-functional workstreams across Marketing, Sales, Implementation, Clinical, Product, Market Access, and Legal to support the delivery of positive program outcomes, on time and in scope. Proactively identify and mitigate risks and issues
- Partner with teams on renewal and expansion strategy; contribute to SOWs, amendments, and forecasting
- Provide timely updates and executive-ready summaries to senior leadership and customer sponsors
- Partner with executive stakeholders, provider leaders, and clinical champions to drive utilization, adherence, and outcomes
- Coordinate with internal teams and customer stakeholders to reach eligible populations and maximize activation
- Monitor and optimize provider and program performance using data to define, measure, and improve success
- Maintain Salesforce as the single source of truth, rigorously updating account, opportunity, contact, activity, and forecast data to ensure clear visibility, accurate tracking, and cross-functional coordination
- Build and leverage existing Salesforce dashboards/reports to surface adoption, risk, and growth signals for QBR and executive readouts
- Develop and maintain executive-ready documentation, including account plans, steering committee materials, JOC/QBR decks, and value/outcomes reports
- Analyze program performance and prepare concise reports and recommendations for customer executives and internal leadership
- Support the Finance team in appropriate financial reporting, invoicing, forecasting, etc
Our take
Mental health has accelerated as a topic in public discussion over the past decade, leading to the rise of products such as Calm and Headspace, promoting positive mental health through meditation and quality sleep. Big Health delivers digital therapeutics for the most prevalent mental health conditions, beginning with "Sleepio" for insomnia, and "Daylight" for anxiety.
There are many products competing to become part of our daily routine for sleep and mental well-being, with some taking a more scientific approach than others. Big Health's products are scientifically backed, with its main product Sleepio being proven to help for sleep and mental health. The company's main selling point is that goals are personalized as the product learns about each user, delivering unique experiences for different people.
Given the complexity of mental wellness, there should be plenty of space for new techniques/products for years to come, meaning that Big Health should be afforded plenty space to grow. The company has taken the approach of selling to businesses (so it can provide the product to its employees) - a smart strategy as individuals aren't yet used to spending large amounts on mental well-being.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2022
$75m
SERIES C
Jun 2020
$39m
SERIES B
Total funding: $129.4m
Company benefits
- 100% employee coverage for medical, vision, and dental
- Free access to Sleepio for poor sleep, Daylight for worry and anxiety, and additional mental health benefits
- 20 days of PTO plus eight holidays
- Year-end week off, Flex Fridays, and 10 days of paid sick leave per year
- $1k USD or £800 stipend — plus five paid days off — for professional development
- Work-from-home setup stipend
- Annual Summit in-person at our SF HQ (virtual when needed), and regular social events to keep bonds strong
- Employees are eligible for parental leave on day one
- Dependents are eligible for 50% coverage on our medical, vision and dental plans, plus access to Sleepio and Daylight
- 401(k) program with company match
Company HQ
Financial District, San Francisco, CA
Leadership
Peter Hames
(President)Was formerly CEO of the company. Has 4 years of experience as an NHS Innovation Fellow. Previously the Head of Business Development for Lucky Voice (karaoke company). Was also a Board Member of the Digital Therapeutics Alliance.
Colin A. Espie
(Chief Scientist)Previously Senior Clinical Psychologist at NHS Greater Glasgow and Clyde, Clinical Director/Consultant Clinical Psychologist at the NHS. Currently also Professor of Sleep Medicine at University of Oxford.
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