Client Success Manager, Rightway
$85-120k
Personalized healthcare platform for employees
Open for applications
Personalized healthcare platform for employees
201-500 employees
Open for applications
$85-120k
201-500 employees
Company mission
To simplify the healtcare experience.
Role
Who you are
- Rightway is looking for a relationship driven and operationally savvy Client Success Manager (CSM) to join our team
- A bachelor’s degree is required, master’s degree preferred
- 3-5 years of direct client-facing experience, with a proven track record of growing client value over time
- Have a background in healthcare technology, digital health, or the employer/health benefit industries
- Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments
- Ability to lead projects and influence others
- Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
- Motivated, adaptable, results-oriented, and highly attentive to detail
- Quick learner and a self-starter with strong organizational and time management skills
- Thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
- Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
- Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level
- Highly collaborative and excel at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to to address challenges and solve problems
- Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action
What the job involves
- As a CSM, you will be the primary point of contact for clients within a diverse portfolio of accounts, ensuring they have a seamless and exceptional experience with our services
- This is a high impact role and the successful candidate will be responsible for building strong relationships with key client stakeholders including brokers, carriers and TPAs; delivering value, impact and satisfaction to clients; driving successful outcomes that align with business goals and bringing the ‘voice of the client’ into internal collaborations with the cross-functional team
- Your efforts will directly contribute to client retention, satisfaction and company growth
- Relationship Management: Responsible for owning the overall client relationship
- Establish and maintain long-lasting relationships with clients, acting as their trusted advisor
- Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams
- Proactive Client Engagement: Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders
- From the implementation phase and throughout the ongoing relationship, the primary focus is on understanding client goals; providing tailored solutions that drive brand awareness, value and satisfaction; identifying opportunities and potential needs; and deploying risk mitigation strategies before problems arise
- Success Metrics and Reporting: Monitor client health and make data driven decisions that support strategic account planning and identify growth opportunities
- Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures
- Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion
- Deliver quarterly business reviews to clients and stakeholders
- Upselling & Renewals: Manage the end-to-end renewal process and identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals
- Cross-functional Collaboration: Work cross-functionally with Sales, Implementation, Product, Marketing, Analytics and Support teams to ensure a unified approach to client success
- Bring the ‘voice of the client’ into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure deliverables and expectations are met
- Escalation Management and Issue Resolution: Address and resolve client concerns, working closely with internal teams to ensure timely resolution
- Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations
- Product Expertise: Demonstrate a deep understanding of Rightway products and services, participating in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s Navigation & PBM solutions
Our take
Modern healthcare ecosystems are fragmented, so patients have to organize multiple services to get the care they need. This can be complex, time-consuming and expensive, which is why Rightway provides a unified healthcare organizational system to manage employee healthcare benefits better.
The company’s aim is to simplify access to healthcare, whilst also saving users money through price comparison services. Examples of its offerings are a pharmacy services platform that enables employees to access medication via a smartphone app, and the Advocate platform that helps to close care gaps.
The startup serves companies of all sizes, from small businesses to enterprises like Burger King, Popeyes and RBI. It has hundreds of thousands of users across the US, and has raised considerable funding which will enable it to further develop its platform and strengthen its foothold among employers, health plans, third-party administrators and other potential clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2024
$108.8m
LATE VC
Mar 2021
$100m
SERIES C
Total funding: $240.8m
Company benefits
- 401k
- Flexible time off
- Full medical, dental, and vision insurance
- Commuter benefits
- Health Savings Account
Company HQ
West Village, New York, NY
Leadership
Jordan Feldman
(Co-Founder & CEO)Studied Government and Economics at Harvard before working in investment at Goldman Sachs and Redbird.
Theodore Feldman
(Co-Founder & Chief Medical Officer)Also Chief Medical Officer at Cadence. They studied Medicine at Harvard University and the Albert Einstein College of Medicine. Worked as Medical Director at South Miami Heart Centre and the Head of Cariology at FIU Wertheim College.
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