Sr. Client Success Manager

CirrusMD is redefining virtual care by delivering a Physician-first Care & Guidance solution that meets patients at their moment of need. Our text-based (or web) app connects patients with licensed physicians in under a minute, allowing them to engage in care at their own pace and convenience. Available 24/7/365, CirrusMD's integrated care spans multiple specialties-from acute and chronic care to behavioral health. Our platform serves 10 million users across all 50 states and is offered exclusively through employers and health plans. Learn more at cirrusmd.com.

Position Description

The Sr. Client Success Manager is responsible for developing and maintaining an exceptional relationship with all internal and customer partners with the ultimate goals of partner retention and growth by identifying upsell opportunities, growing membership/employee lives, and meeting utilization goals.

What You'll Do

• Responsible for growing and retaining assigned clients, including finding product upsell opportunities and increasing utilization in partnership with the marketing team
• Manage large strategic accounts, ensuring strong relationships are built
• Work with internal and customer partners, ensuring the team's success while conceptualizing and developing new programs to deepen partner relationships.
• Develop business review presentations to show return on investment and program outcomes
• Ongoing review of program outcomes to make recommendations, ensuring that customer partners are optimizing the CirrusMD platform to its full potential
• Setting proper customer expectations based on knowledge of the CirrusMD platform, scope of relationship, and contractual requirements.

What You'll Be Responsible For Achieving:

• Manage intake and implementation of new projects from Client Success leadership and Sales Team; act as key partner contact to facilitate implementation process and hit go-live timelines
• Develop and maintain a strategic account plan for growth and retention: strategize with the client on all opportunities to ensure solutions are being effectively utilized/expanded.
• Work with sales support, product management, and business development to complete requests for proposals/information in a timely, accurate, and professional manner
• Understand clients' business objectives and vision, and share those objectives with the CirrusMD team.
• Deep understanding of CirrusMD's technical/operational set-up and how it's implemented to ensure platform optimization
• Lead client presentations and facilitate site visits; participate in Sales finalist presentations, as needed.
• Technically astute to manage IT and other product-related discussions
• Provide market feedback to the product and marketing teams to help inform the go-to-market and roadmap for future product development
• Routinely present product updates and roadmap to external client stakeholders
• Maintain up-to-date knowledge and strategy of company initiatives, industry trends