Lead Client Success Manager

Lead Client Success Manager - Software

Join the dynamic and innovative team at b.well Connected Health as a Lead Client Success Manager. We are a cutting-edge organization at the forefront of healthcare technology, dedicated to improving the patient experience and empowering individuals to take control of their health. If you are passionate about driving client and program success, we want to hear from you!

What You'll Do:

Lead Client Success Manager serves as a trusted advisor and accountable leader responsible for the success of strategic customers' enterprise strategy. This role involves managing the day-to-day account success which includes deliverables driven through cross functional teams. This role owns client governance which supports processes to facilitate product feature delivery and cultivate user and monetization growth, in alignment with program goals.

This role is open to fully remote work.

Your responsibilities will include:

Client Relationship Management: Serve as the primary point of contact and trusted advisor for clients, aligning b.well solutions with their short- and long-term goals to exceed expectations. Capable of communicating effectively and stepping into a trusted advisor role.

Performance Optimization & Growth: Drive client value through contractual alignment, financial objectives, and identify growth opportunities. Monitor progress, optimize client satisfaction, and provide updates to stakeholders.

Strategic Planning & Collaboration: Conduct regular account planning, ensure alignment with client objectives, and collaborate with internal teams to solve problems and exceed performance goals.

Communication & Advocacy: Act as the client’s voice within b.well, ensuring their needs are met. Facilitate client testimonials and case studies to showcase successful partnerships.

Project Leadership: Manage end-to-end projects, ensuring contractual commitments are completed on time and within scope. Lead cross-functional teams, define objectives, and develop comprehensive project plans.

Cross-Functional Coordination: Collaborate seamlessly with internal teams and external partners to drive account success.

Monitoring and Reporting: Keep a close eye on client program progress, measure performance, and provide regular updates to key stakeholders and executive leadership.

Process Improvement: Lead client workgroups to identify requirements, maintain project progress, and meet deadlines, actively contributing to process improvement.

Technical Expertise: Utilize your familiarity with healthcare systems, data integration, and enterprise software to drive account success.

Job Requirements:

• At least 5 years of program management experience
• At least 5 years of account management experience
• Previous experience with executive presentations and communication, including ability to sift through the noise and deliver bottom line read outs.
• Previous experience in client-facing roles, including ability to think like a client and anticipate needs/questions and proactively answer, as well as drive client accountability.
• Proven ability to manage multiple key stakeholders, including high functioning time management and organization skills.
• Proven ability to navigate stressful situations and drive with organization and steadiness.
• Skilled and comfortable receiving and providing feedback both internally and externally.
• Experience in healthcare technology and healthcare data integrations.
• Strong working knowledge of Microsoft Office and tools Jira, Confluence, and Smartsheet
• The ability to quickly adapt to changing circumstances and be process improvement minding, including, being resourceful to find solutions when faced with ambiguity.
  
  
  

Additional Information:

This role offers the flexibility of fully remote work. Occasional travel of up to 10% may be necessary to support client needs. Flexibility of working hours is required to support the needs of clients.

Great to Have:

• Experience in working in a B2B2C SaaS product company
• Experience with technology company software account management
• Startup & growth stage company experience
• Significant technical capabilities/understanding
• Ability to inspire and motivate the team, even in challenging situations
  
  
  

The target salary range for this position is $145,000 - $175,000 and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Data shows that women, people of color, and other underrepresented groups may be less likely to apply for jobs unless they believe they are a perfect match. But b.well holds diversity amongst its key values, and we have a strong commitment to building our workforce and products through that lens.

You don't have to check every box in this job description to be a great fit for the role! If you're excited about this position and the prospect of working for b.well, please apply. If it turns out this role isn't for you, there may be other openings that could align with your experience and expertise!

We are committed to an inclusive and diverse b.well. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.