Senior Customer Success Manager, Omada Health

• A bachelor’s degree and 6+ years of relevant professional experience including experience managing companies with 80k+ employees
• A consultative disposition and constructive curiosity into all facets of a client’s business
• A proven leader in strategic account management coupled with proactive solution-oriented salesmanship
• Ability to understand complex commercial relationships and how Omada Health can partner to maximize engagement
• Expert relationship builder throughout all levels of a client organization, especially at Executive and C-level
• Experience working in a fast-paced healthcare startup and large Fortune 100 company but enjoys mid-stage startup environments
• Successfully managed complex projects with grace, and have an aptitude for using data to drive decisions
• A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Gainsight, Excel, PowerPoint, Google Suite, etc

Desirable

• The role will work with our Director of Customer Success - Jumbo, and has visibility into the entire company including Sales, Data, Marketing, IT, Operations, Clinical, and Product teams to serve our client partners
• Proactively manages a portfolio of Jumbo (80k+ employees) clients
• Owns the client relationship and is accountable for client health, retention, expansion strategy and upsell support for your book of business (targets: maintain 100% retention annual logo retention, 95%+ CSAT, and 70+ NPS)
• Develops strong relationships with key customer stakeholders, executive sponsors, and c-level decision makers: steering committees, regular visits, reports, events
• Develops and leads account strategy to drive growth through increased engagement and partners with sales on upsells (new products and populations)
• Meet assigned targets for profitable growth volume and strategic objectives in accounts
• Ability to tell a story with data, build and lead exceptional quarterly and annual business reviews with customers
• Deeply understands customer needs; effectively communicates an collaborates with cross-functional teams (Product Management, Data, Marketing and Sales) to address complex business issues and drive outcomes
• Represent the "collective" voice of your customers within Omada to influence roadmap, innovation and resource allocation
• Resolve billing and Support inquiries in a timely and productive manner
• Share best practices, case studies and key learnings with broader Customer Success and cross-functional team members for learning and development
• Support onboarding of new team members as needed
• Travel to client sites as needed