Client Success Manager

ABOUT THE ROLE

Rightway is looking for a relationship driven and operationally savvy Client Success Manager (CSM) to join our Care Navigation team. As a CSM, you will be the primary point of contact for clients within a diverse portfolio of accounts, ensuring they have a seamless and exceptional experience with our services. 

This is a high impact role and the successful candidate will be responsible for building strong relationships with key client stakeholders including brokers, carriers and TPAs; delivering value, impact and satisfaction to clients; driving successful outcomes that align with business goals and bringing the ‘voice of the client’ into internal collaborations with the cross-functional team. Your efforts will directly contribute to client retention, satisfaction and company growth. 

WHAT YOU’LL DO

Relationship Management: Responsible for owning the overall client relationship. Establish and maintain long-lasting relationships with clients, acting as their trusted advisor. Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams.

Proactive Client Engagement: Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders. From the implementation phase and throughout the ongoing relationship, the primary focus is on understanding client goals; providing tailored solutions that drive brand awareness, value and satisfaction; identifying opportunities and potential needs; and deploying risk mitigation strategies before problems arise.

Success Metrics and Reporting: Monitor client health and make data driven decisions that support strategic account planning and identify growth opportunities. Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures. Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion. Deliver quarterly business reviews to clients and stakeholders.

Upselling & Renewals: Manage the end-to-end renewal process and identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals. 

Cross-functional Collaboration: Work cross-functionally with Sales, Implementation, Product, Marketing, Analytics and Support teams to ensure a unified approach to client success. Bring the ‘voice of the client’ into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure deliverables and expectations are met.

Escalation Management and Issue Resolution: Address and resolve client concerns, working closely with internal teams to ensure timely resolution. Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations. 

Product Expertise: Demonstrate a deep understanding of Rightway products and services, participating in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s Navigation & PBM solutions.

WHO YOU ARE

• A bachelor’s degree is required
• 3-5 years of direct client-facing experience, with a proven track record of growing client value over time
• Have a background in healthcare technology, digital health, or the employer/health benefit industries
• Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments 
• Ability to lead projects and influence others 
• Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
• Motivated, adaptable, results-oriented, and highly attentive to detail 
• Quick learner and a self-starter with strong organizational and time management skills
• Thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
• Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
• Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level
• Highly collaborative and excel at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to to address challenges and solve problems
• Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action

BASE SALARY: $90,000-120,000 

This is a hybrid role, 3 days a week in our NYC office.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.