Client Success Manager

October 21

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Modern Health

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B2B • Healthcare Insurance • Wellness

Modern Health is a comprehensive mental health care platform that provides a global standard for equitable services worldwide. They offer a wide range of mental health support for employees, family care, and healthcare providers through self-guided tools and crisis care, aiming to boost productivity and prevent burnout. Modern Health partners with employers, consultants, and health plans to integrate mental health benefits into the workplace, addressing long-term needs, reducing absenteeism, enhancing operational efficiency, and improving well-being. Their evidence-based solutions cater to a wide array of mental health concerns, promoting personalization and accessibility to culturally centered care globally.

201 - 500 employees

Founded 2017

🤝 B2B

⚕️ Healthcare Insurance

🧘 Wellness

💰 $74M Series D on 2021-02

📋 Description

• Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers • Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants • Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers • Conduct regular global account meetings to refine and align customer strategies • Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions • Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings • Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies • Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Provide local implementation support in conjunction with the US-based implementation team • Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs • Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers • Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success • Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks • Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

🎯 Requirements

• 8+ years managing client relationships or selling to HR leaders within B2B tech; experience in employer benefits and healthcare is a strong plus • Proven success strategically and autonomously managing a book of business (30+ customers across segments), including engaging with executive sponsors, senior leaders, and HR decision-makers • Fluency in English is required; additional languages are a plus • Track record of achieving high retention, adoption, renewal, and expansion metrics, including closing large expansion opportunities • Skilled at developing and implementing account strategies to maximize customer value and drive revenue growth • Ability to build strong, trusted relationships and act as a strategic advisor to customers • Proactive in identifying risks, resolving issues, and ensuring timely resolutions • Adept at objection handling and independently negotiating with clients • Engaging presentation skills with experience leading high-visibility projects such as QBRs/ABRs • Strong problem-solving and analytical skills with the ability to derive actionable insights from customer data (e.g., Salesforce, Gainsight, Looker) • Demonstrated ability to understand client business landscapes and align solutions to their goals • Enthusiastic about tackling new challenges and building scalable processes, with keen attention to detail • Flexible and agile in fast-paced, cross-functional environments, with a strong sense of urgency, initiative, and independence • Highly coachable, receptive to feedback, and capable of offering candid feedback to peers and leaders • Balances humility and confidence in challenging conversations while influencing cross-functional projects and advising leadership • Intellectually curious, quick to learn and share new tools, concepts, and best practices • Deep passion for customer success with a proactive approach to solving challenges • Genuine commitment to establishing the company as a trusted advisor by delivering long-term solutions to complex problems • Aligned with the company’s mission through a passion for improving outcomes in healthcare, benefits, and mental wellness.

🏖️ Benefits

• Medical / Dental / Vision / Disability / Life Insurance • High Deductible Health Plan with Health Savings Account (HSA) option • Flexible Spending Account (FSA) • Access to coaches and therapists through Modern Health's platform • Generous Time Off • Company-wide Collective Pause Days • Parental Leave Policy • Family Forming Benefit through Carrot • Family Assistance Benefit through UrbanSitter • Professional Development Stipend • 401k • Financial Planning Benefit through Origin • Annual Wellness Stipend to use on items that promote your overall well being • New Hire Stipend to help cover work-from-home setup costs • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more • Monthly Cell Phone Reimbursement