Client Success Manager

Client Success Manager

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team's execution has been recognized by the venture community and we've raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study. As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for a Client Success Manager to help us strategically lead our clients. The Client Success Manager will play a critical role in our ability to retain and expand relationships with our growing book of business. Reporting to the VP of Client Success, you will be assigned a book of large enterprise clients and will also be responsible for implementing new Carrum clients as they are signed by the Sales team. This is an opportunity to work with some of the largest, most well-known employers in the country to help them realize value for both their employees and their bottom line. This is a full time position, the salary range for this role is $115,000 - $130,000 plus commission, depending on level of experience and geographic location.

You're excited about this opportunity because you will...

• Serve as the primary relationship owner and strategic lead for specific employer clients throughout the entire client lifecycle, building strong and lasting relationships based on mutual trust and alignment of expectations
• Drive and manage the implementation of Carrum Health's solution at employers, including initial deployment, activation of new Centers of Excellence, upsell of additional bundled procedures, and contract renewal
• Be motivated to attain measurable goals for each of your employer clients including satisfaction, utilization, retention, and expansion
• Partner with Carrum's Marketing team and our employers to relentlessly drive member engagement. Manage the planning, execution and measurement of traditional and innovative tactics to improve utilization including but not limited to: Employer channels including benefits communications and in-person events Direct communication campaigns to eligible members Steerage through plan design changes and incentives Other solutions across the benefits ecosystem (e.g., medical carriers, navigation services, second opinion programs)
• Develop a firm grasp on the key levers that influence utilization by gaining an in-depth understanding of our employers and their populations, studying the correlation between engagement tactics and results
• Deliver clear and compelling reports and presentations to clients that represent our impact while making recommendations and identifying action plans aligned with client goals and objectives
• Manage complex operational matters including scope of services enforcement, payment processing and business reporting for internal and external performance measurement
• Identify and execute strategies to streamline processes and increase operational efficiency through scalable implementation and account management workflows and reporting tools
• Contribute to product roadmap planning by identifying enhancements/defects and clearly communicating specs to the Technology team ensuring successful delivery and resolution
• Collaborate closely with Carrum's Sales, Operations and Technology teams

We're excited about you because you bring...

• 2-4 years of experience in client success/account management with direct responsibility for managing enterprise-level client relationships (healthcare industry experience highly desirable)
• Demonstrated ability to expand client relationships (upsell & cross-sell) and maximize client retention
• Excellent relationship building, collaboration, and client management skills
• Proven ability to successfully influence a variety of different constituencies, from external stakeholders to internal cross-functional teams
• Ability to apply critical thinking and problem solving capabilities on demand
• Effective communication skills: the ability to be direct, logical, and succinct
• Demonstrated competence in storytelling and presentation skills, whether in face-to-face or virtual settings including audiences at different levels of seniority
• Highly detailed-oriented, extremely organized and results-driven; exceptional at creating process and structure
• Strong operational and reporting prowess
• Experience handling aggressive deadlines, keeping many balls in the air and prioritizing work in a fast-paced, dynamic environment
• Entrepreneurial spirit; not afraid of ambiguity, ability to innovate, think outside the box, and solve problems creatively and strategically
• Experience working in fast-paced, dynamic, rapidly growing, early-stage environments
• Burning passion about Carrum Health's mission to make healthcare more affordable and consumer-centric

Why you'll love working with us...

• We're a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today.
• You'll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum.
• We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We are working with some of the most recognized and esteemed names in the country.
• Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform.
• Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback.
• You can bring your authentic self to work every day and are encouraged to help others do the same.
• We carve out time to let go of work to celebrate our successes and have fun.
• We're a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago.
• We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.
• We embrace our team's diversity of thought, experience, and interests and know that doing so makes us stronger as a company.
• Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs).
• Our ERGS help employees build stronger connections through social, educational, and community activities.
• You'll feel proud that the work you do each day directly impacts people's lives in big and meaningful ways.
• Other benefits: Stock option plan Flexible schedules and remote work Chicago and San Francisco offices available Self-managed vacation days, within reason Paid parental leave Health, vision, and dental insurance 401K retirement plan

About Carrum

We're a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we've partnered with Fortune 500 employers and top hospitals across the nation. We've been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we're only scratching the surface of our opportunity and we're looking for incredible people like you to help us realize our full impact. Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.