Client Success Manager - Eastern Time

The Role

As a Client Success Manager in our Enterprise segment, you own Modern Health’s employer relationships from launch through contract renewal. You are responsible for driving product adoption and engagement and, over time, client retention. You partner closely with senior HR executives and business leaders, serving as a product expert, strategic consultant, and mental health champion. Your partnership with Modern Health’s clients and internal product teams allows us to continually improve the functionality and benefits of the platform. 

Ideal candidates have prior experience managing large-scale client relationships and are comfortable analyzing data and using it to make strategic and prescriptive recommendations. We’re looking for someone excited to positively impact the lives of millions in a highly visible role. 

We’re only considering candidates in the Eastern time zone for this role. This position is not eligible to be performed in Hawaii.

What You’ll Do

• Manage a portfolio of accounts, serving as the face of Modern Health for our customers
• Build and manage strategic relationships with a broad range of stakeholders, including HR Executives, Benefits Managers, and consultants
• Align with clients to define and execute a program strategy for Modern Health that integrates within their broader benefit offerings 
• Partner with clients to meet and exceed their business objectives
• Convert “model” clients into Modern Health champions, leveraging their success for references and case studies
• Drive utilization and engagement; ensure clients and their employees are utilizing key product features to maximize success
• Use account data to understand opportunity/risk
• Drive meaningful outcomes (e.g. improved wellness outcomes, benefits, retention, and renewals, or product expansion)
• Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive the successful adoption of Modern Health
• Identify, manage, and resolve client risk areas & escalations and proactively develop solutions to avoid churn 
• Experience working with customers who have employees spread across disparate functions (including warehouse populations)

Who You Are

• 4+ years experience managing relationships or selling to HR leaders or clients within the B2B tech and/or employer benefit space 
• Strong interpersonal, relationship-building, and listening skills
• An owner in everything you do; you lead with independent thinking and autonomy
• A proven track record of success with enterprise or mid-market accounts 
• Experience and comfort using data to share insights and make actionable recommendations  
• Experience managing client launches, renewals, and upsell
• Engaging presentation skills, and a desire to lead projects with high visibility
• Excitement for tackling and building processes around new challenges: you enjoy problem-solving, have keen attention to detail, and are motivated to drive ongoing team improvement
• The flexibility and agility to work cross-functionally in a fast-paced environment with a sense of urgency and demonstrated initiative and independence
• A sincere interest in and empathy for your clients and co-workers
• Experience working in Salesforce, Gainsight, Jira, Google Suite, and Zoom
• Passion for our mission and understanding of the healthcare/benefits space 
• Intellectually curious and a fast learner

Benefits

Fundamentals:

• Medical / Dental / Vision / Disability / Life Insurance 
• High Deductible Health Plan with Health Savings Account (HSA) option
• Flexible Spending Account (FSA)
• Access to coaches and therapists through Modern Health's platform
• Generous Time Off 
• Company-wide Collective Pause Days 

Family Support:

• Parental Leave Policy 
• Family Forming Benefit through Carrot
• Family Assistance Benefit through UrbanSitter

Professional Development:

• Professional Development Stipend

Financial Wellness:

• 401k
• Financial Planning Benefit through Origin

But wait there’s more…! 

• Annual Wellness Stipend to use on items that promote your overall well being 
• New Hire Stipend to help cover work-from-home setup costs
• ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
• Monthly Cell Phone Reimbursement