Apply on Employer Site

Big Health · 1 month ago

Client Success Manager, Providers

United States

Full-time

Remote

Senior Level, Lead/Staff

$138K/yr - $168K/yr

8+ years exp

Big Health is on a mission to help millions back to good mental health by providing digital, non-drug options for common mental health conditions. The Client Success Manager is responsible for ensuring organizations engage with and realize value from Big Health’s treatments, managing complex healthcare accounts, and driving successful deployment and outcomes.

Alternative MedicineHealth CareMedicalMental HealthTherapeuticsWellness

Responsibilities

Manage strategic, complex, and enterprise healthcare customers and develop account plans with clear goals, risks, and growth strategies (renewal, expansion, multi-site/service line scale)

Build relationships with clinical, operational, IT, revenue cycle, contracting, finance, and executive sponsors; run executive business reviews (JOCs/QBRs) that align on outcomes and next-best actions

Drive onboarding across complex environments, ensuring adoption targets and value realization are met against success criteria

Standardize and improve CS playbooks

Synthesize learnings across accounts to inform repeatable approaches, internal processes, and continuous improvement

Lead cross-functional workstreams across Marketing, Sales, Implementation, Clinical, Product, Market Access, and Legal to support the delivery of positive program outcomes, on time and in scope. Proactively identify and mitigate risks and issues

Partner with teams on renewal and expansion strategy; contribute to SOWs, amendments, and forecasting

Provide timely updates and executive-ready summaries to senior leadership and customer sponsors

Partner with executive stakeholders, provider leaders, and clinical champions to drive utilization, adherence, and outcomes

Coordinate with internal teams and customer stakeholders to reach eligible populations and maximize activation

Monitor and optimize provider and program performance using data to define, measure, and improve success

Maintain Salesforce as the single source of truth, rigorously updating account, opportunity, contact, activity, and forecast data to ensure clear visibility, accurate tracking, and cross-functional coordination

Build and leverage existing Salesforce dashboards/reports to surface adoption, risk, and growth signals for QBR and executive readouts

Develop and maintain executive-ready documentation, including account plans, steering committee materials, JOC/QBR decks, and value/outcomes reports

Analyze program performance and prepare concise reports and recommendations for customer executives and internal leadership

Support the Finance team in appropriate financial reporting, invoicing, forecasting, etc

Qualification

Client Success ManagementHealthcare OperationsAnalytical FluencySalesforceCross-Functional CollaborationChange ManagementDigital Health ExperienceCommunication SkillsTime ManagementInterpersonal Skills

Required

8+ years in Client Success, Account Management, or Consulting with significant ownership of large, complex healthcare accounts and a strong record of retention and expansion

Bachelor's degree required; MBA/MPH or relevant graduate degree preferred

Deep familiarity with healthcare operations and change management within regulated environments required

Excellent organizational and time-management skills; disciplined risk/issue management and deadline accountability

Exceptional communication and interpersonal skills with demonstrated executive presence; able to build and sustain strong relationships across clinical, operational, and executive stakeholders

Analytical fluency and the ability to translate utilization and outcomes data into credible ROI narratives

Experience collaborating cross-functionally and coordinating complex programs

Comfort with analytics tools (e.g. - Looker) and CRM/CS tools (e.g., Salesforce, Gainsight)