Client Success Manager
Quit Genius is the #1 digital clinic for substance addictions. We are on a mission to help 100 million people overcome tobacco, alcohol and opioid addictions by combining technology, healthcare and design. It’s an ambitious mission, but one we fully believe in and we hire people who share our aspirations and core values.
We are a global team of doctors, designers, engineers and researchers who are aligned by one common goal. Authenticity, creativity, purpose and thoughtfulness are at the heart of everything we do to deliver that goal, so finding exceptional people to come on the journey is everything to us. Quit Genius has scaled to dozens of health plans and employers, covering over 2 million lives and has already helped more than 750,000 members conquer their addictions. As of 2021, we have raised $78M from leading global investors and now work with 100+ world-class team members across our New York, London, and remote offices.
If you are passionate about making an impact on the health of others, join us and make it happen!
Our Client Strategy team is looking for a highly motivated Client Success Manager (CSM) to own a portfolio of enterprise clients to drive business results from point of sale through renewal. The CSM will proactively interact with clients and execute a Quit Genius program strategy integrated with their broader benefit offerings. We are looking for an experienced CSM with demonstrated success in building and maintaining healthy client relationships to drive strong program adoption, client/member retention, expansion, and advocacy.
This is a US remote position.
Responsibilities:
- Deliver Client Value
- Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients
- Develop fluent understanding of Quit Genius programs, implementation processes, growth marketing approach and clinical operations
- Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction
- Consistently manage client expectations
- Prepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)
- Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
- Convert “model” clients into Quit Genius advocates, leveraging their success for references, case studies, blogs, etc
- Ensure clients and their members are utilizing key product features to maximize success
- Prepare, execute and participate in special events held for or hosted by clients
- Increase Revenue
- Manage the end-to-end renewal process for assigned client portfolio
- Identify and secure expansion and upsell opportunities with each client
- Partner with sales to drive alignment for client renewals and expansions
- Communicate internally potential risks that would threaten renewals
- Lead Cross-functionally
- Manage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales, as needed
- Work cross-functionality with teams such as Product, Marketing, Engineering and Executive teams to ensure client/market feedback is shared for ongoing improvements
- Partner with Growth Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction
The background we’re looking for:
- 5+ years of experience working as a Client Success Manager at a digital health, healthcare, wellness, benefits or SaaS company
- 8+ years of account management/client success experience
- Experience working on enterprise accounts and working closely with C-level / SVP-level executives
- An excellent communicator with an entrepreneurial mindset
- Exceptional attention to detail, relationship building and problem-solving skills
- Demonstrated, measurable success running client renewal and expansion efforts
- Strong presentation and storytelling skills, which will be evaluated during the recruiting process
- Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
- The flexibility and agility to work cross-functionally in a fast-paced environment
- The ability to influence change and bring enthusiasm and excitement to the workplace
- A passion for Quit Genius’ mission to empower people to live addiction-free lives and become the best version of themselves
Benefits at Quit Genius:
- A competitive base salary and package
- Full Medical, dental, vision coverage
- 401k
- An awesome culture - check it out here www.quitgenius.com/careers
- Highly flexible work schedule
- Unlimited holidays
- Accelerated career growth opportunities to match the fast-paced growth of the business
- Join a talented, passionate, and ambitious team of doctors, designers, and technologists with a fun-loving culture
- The opportunity to have a big impact. What we do saves lives.
#LI-REMOTE
Our teams at Quit Genius are made up of an incredible range of talented people from all walks of life. We believe that diversity of any description leads to innovation, idea sharing and collaboration.
Quit Genius is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status. Diversity and Inclusion are paramount to the success of our mission and our culture is driven by our differences, each of which we embrace with open arms.