Senior Manager, Client Success (Remote)
At Inbound Health, we provide an enablement platform with full-stack capabilities and proprietary technology and analytics tools customized for hospital and skilled nursing at home. Our flexible partnership structure helps customers leverage their existing assets while filling the necessary gaps for program scalability. With over 9,000 patients served across 350+ primary diagnoses since May 2020, we enable our clients to deliver safe, coordinated, and patient-centric care. Our comprehensive approach integrates biometric monitoring, in-home nursing, virtual visits, and a reliable supply chain, prioritizing quality and safety.
We are seeking someone with a passion for healthcare who can thrive in a start-up culture. As a Senior Manager of Client Success at Inbound Health, you will play a key role in meeting or exceeding program goals to drive success for both the customer and Inbound Health, while identifying growth opportunities with existing customers.
Responsibilities include:
Customer Performance Reporting – The Senior Manager of Customer Success will be accountable for regular and ad hoc program reporting.
– Partner with Clinical Operations, Safety & Quality, and Analytics to effectively track program performance and deliver high-quality, executive level deliverables on a regular cadence
– Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of client success strategies, making data-driven decisions to improve outcomes
– Support Implementation and Analytics teams in the establishment of reporting systems with new customers
– Interpret outcomes and understand where additional insights and information will need to be gathered to understand the root cause and strategic implications
– Prepare client-specific reports and presentations to drive growth and expansion within their health system
– Follow the data to identify issues, form conclusions, solve problems, and create possible solutions/recommendations to deliver to customer leadership
Customer Strategy and Value Creation – The Senior Manager of Customer Success will support the development and execution of customer growth strategies.
– Support creation of compelling data stories that directly support program strategic priorities and goals; document customer progress toward established goals and results
– Coordinate cross-functional internal work and represent voice of customer during work prioritization efforts
– Help minimize project disruptions, prevent potential issues, and ensure project success by proactively managing risks
– Coordinate cross-functional internal work and represent voice of customer during work prioritization efforts
Program Governance – The Senior Manager of Customer Success will own the program governance meeting cadence, supporting agendas, documentation and communication.
– Coordinate development of meeting documents across functions, including data reporting, strategic planning and growth initiative tracking
– Work internally and with the customer to ensure agenda alignment and meeting objectives
– Develop rapport and maintain effective relationships with customer stakeholders at all levels
Qualifications:
– Bachelor’s degree in Business, Healthcare Administration in a related field required; MBA preferred
– 5-7 years minimum of professional experience (e.g., client success, account management or related customer-facing role)
– 2+ years of professional experience working at a top healthcare consulting firm, digital health company, or health system (or similar relevant internship experience)
– Previous experience in client service, such as management consulting
– Project management experience supported by exceptional organizational skills
– Very strong written and verbal communication skills
– Highly proficient in MS Excel, PowerPoint and Outlook
– Ability to individually drive analyses and slide deck development
Individual compensation is based on skill set, experience, qualifications, location, labor markets, and other job-related reasons.
What We Offer:
– Medical, Dental & Vision
– 401(K) matching
– Paid Time Off including paid holidays and sick leave
– Short- & Long-Term Disability
– Life Insurance
– Wellness Stipend
– Cellphone/Internet Stipend
– Paid Parental Leave
Inbound Health is proud to be an equal opportunity employer. Not only do we embrace diversity but we, at Inbound Health, are committed to building a team that represents a variety of backgrounds, perspectives, and skills to reflect the diverse identities, experiences, and geographies of the patients we serve. We do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class and were prohibited by law.
