Wellnecity, LLC Customer Success Manager Charlotte, NC · Remote · Full time Company website

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About Wellnecity: 

Wellnecity is the platform for high performing health plans. We help self-insured employers, advisors, and vendors achieve cost savings, better benefit utilization, and improved member outcomes. If you are passionate about data and improving the US healthcare system, help us rewrite the rules leveraging our proprietary Smart Hub. The ideal candidate will thrive in a fast-paced entrepreneurial environment where your voice is expected to be heard. 

Why Join Wellnecity? 

• Impact: Play a critical role in revolutionizing healthcare benefits and data management by supporting the mission to help employers operate higher quality and value health plans. 
• Growth: Shape and grow a high-quality and passionate team. 
• Innovation: Work with the latest technologies in cloud computing, data engineering, and healthcare data processing.

Role Overview

We are seeking a dynamic Customer Success Manager to join our growing Customer Success team. This position is responsible for onboarding of new clients, managing customer success delivery, building strong client relationships, and demonstrating tangible client value. 

Reporting and Location: 

This position will report to the Head of Customer Success and be based in Charlotte NC. Remote work will be considered on a case-by-case basis. The position will be expected to travel periodically for client and firm meetings (<25%).

Candidates must be authorized to work in the US without sponsorship. 

Key Responsibilities:

• Manage client relationships and delivery of Wellnecity value proposition via regular client touchpoints (e.g., reporting readout, working sessions).
• Deliver value-driven solutions; ensure that customers begin every interaction with Wellnecity with a clear understanding of its purpose and conclude every interaction with tangible results or next steps.
• Champion customer needs internally and mobilize resources to resolve issues. 
• Coordinate onboarding of new clients.
• Consult clients on how Wellnecity can help them achieve their objectives.  
• Act as the primary point of escalation, and help oversee all Wellnecity services and resources post-sale. 
• Establish success plans that clarify customer goals, map out maturity stages, and enable them to measure their progress against defined success criteria. 
• Mentor team members, imparting industry best practices and fostering skill development.
• Assume revenue responsibility for clients with specific accountability for achieving renewal and expansion targets.
• Develop relationships with influential leaders within the customer’s organization and convert them into Wellnecity champions 
• Work with cross-functional counterparts in Sales, Product, and Technology to evolve and scale our service offerings, mature our industry-leading platform, and improve the overall customer experience. 
• Communicate team impact and results to key stakeholders across Wellnecity.  
• Develop a strong knowledge of the entire suite of Wellnecity solutions. 

Required Experience:

• Bachelor’s degree and a minimum of two years’ experience in account management, customer success, or client services role, in healthcare or a health-related field required; Master’s degree preferred.
• Experience working with the full lifecycle of customer success post sales (implementation, account management, renewals).
• Demonstrated experience developing and growing relationships with clients (including VP and C-level executives).
• Demonstrated experience to influence internal and external stakeholders without authority.
• Project management experience with ability to effectively identify what's important and effectively prioritize competing projects.
• Experience working in a matrix organization, coordinating cross-functionally with sales, data, and product teams.
• Ability to work autonomously, handle ambiguity, effectively manage-up and down, and welcome feedback.
• Excellent written and verbal communication skills with a strong attention to detail.
• Strong analytical mindset, experience with interpreting data in making decisions and communicating qualitative outputs in a clear way.

Nice-to-Have Experience:

• Understanding of health care trends and healthcare management practices.
• Experience with project management tools (e.g., Jira, Confluence).
• Experience in self-funded employer segment.
• Benefits Broker/Advisor experience (carrier/payer, TPA, etc.).