Client Success Manager

November 23

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Big Health

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Wellness • Healthcare Insurance • SaaS

Big Health is a company focused on making effective mental health care accessible through digital solutions. They offer a comprehensive platform with programs such as Sleepio, Daylight, and Spark Direct, which help individuals improve sleep, manage anxiety, and enhance mood, respectively. Big Health serves employers, health plans, and benefits consultants, aiming to overcome barriers to mental health care like stigma, financial difficulties, and access issues. Their mission is to empower people and organizations to take control of their mental health with evidence-based digital programs that are inclusive, scalable, and affordable.

51 - 200 employees

Founded 2010

🧘 Wellness

⚕️ Healthcare Insurance

☁️ SaaS

💰 $75M Series C on 2022-01

📋 Description

• 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.

🎯 Requirements

• 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) • Experience in digital health and/or behavioral health is a plus

🏖️ Benefits

• Enjoy benefits including a generous vacation policy • Professional development fund • Flexible working arrangements • Competitive salary packages including stock options