Customer Success Manager - Remote

Job Description

Sharecare is the leading digital health company that helps people by providing them -- no matter where they are in their health journey -- with a comprehensive and personalized health profile, where they can dynamically and easily connect to the information, evidence-based programs and health professionals they need to live their healthiest, happiest and most productive life. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary
The Customer Success Manager (CSM) will partner closely with CareLinx's healthcare partners to ensure successful implementation, adoption, and utilization of CareLinx's products and services, leading to greater partner lifetime value and ongoing success. The role requires comfort working with leadership within large organizations.

More importantly, the Customer Success Manager will have strategic ownership and P L accountability for the success of their partner accounts. The role will involve all elements of strategic account management including account relationship development, account planning, outcome / KPI development and management, retention, revenue growth, data and reporting, and account value maximization.

Essential Functions:
• Own the customer experience at CareLinx with a focus on strategic planning and relationship building, developing deep and trusting relationships with large payer clients• Work closely with the sales team to onboard a new partner client to be fully integrated and active• Onboard new partners, crafting a program that will achieve success and ensure a smooth launch and account revenue growth - CSM will be supported by the Implementation, Operations, Product, and Engineering teams to launch new initiatives• Own strategic planning including developing and collaborating on referral/enrollment strategies that will meet our partner's business needs and their patient's or member's in-home care needs• Collaborate with the Operations team to ensure service problems are resolved quickly with the focus on exceeding customer's expectations, liaise with the Product and Engineering teams, as needed, to address technical support challenges• Feed insights from your day-to-day into our Operations and Product roadmap, collaborating with to meet current and future customer's needs• Develop and manage account success plans for assigned accounts with detailed stakeholder maps, financial and operational KPIs, client targets and execute on plans• Define and manage the partner and CareLinx targets for assigned accounts• Develop and execute a growth strategy

Requirements

Qualifications:
• Bachelor's Degree required; MHA, MBA, or MPH preferred• Energetic team player with a "Can-Do" attitude and demonstrated success in partnership account management with healthcare organizations/payers or in complex, enterprise environments (2+ years of experience preferred)• Comfort with the entrepreneurial process of iterative experimentation to optimize account performance and a willingness to be fluid and flexible in the role to meet evolving business objectives and to incorporate learnings to maximize results.• Very detail-oriented with the ability to quickly identify and escalate important issues to executive management • Data-driven and analytical with the ability to identify and respond to trends across our customer base• Accountable, proactive, and thoughtful with high attention to detail and strong strategic problem-solving capability• Excellent communication, negotiation, and relationship-building skills at various levels of an organization • Startup experience is a bonus• Alignment with key CareLinx values including teamwork, transparency, and collaboration• Comfortable with working with remote teams.• Willingness / ability to travel (10% time)

EEO Statement

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.