Associate Client Success Manager

Carrum Health•,

15h•Hybrid

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. 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, 90% 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. The Role As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for an Associate Client Success Manager to join our team. This is a unique "hybrid" role designed for a high-potential professional who is ready for independent responsibility while still wanting the mentorship of seasoned leaders. Reporting to the Director of Client Success, you will have a dual mandate: providing high-leverage support to our Senior CSMs on our most complex, "household name" enterprise accounts, and taking full ownership of a dedicated book of mid-market clients. This is your opportunity to run the full client lifecycle, from implementation handoff to renewal, while helping scale one of the most innovative companies in digital health.

Requirements

1-3 years of experience in client success, account management, or project management (healthcare or SaaS experience is a significant plus).
Client-Facing Confidence: Ability to lead a meeting, manage expectations, and build rapport with HR and Benefits leaders.
Exceptional Execution: Highly detail-oriented and organized, with a proactive approach to client needs.
Analytical Ability: Comfortable in Excel and reporting tools, with the ability to interpret data and explain its impact on a client's bottom line.
Resilience & Ambition: Ability to thrive in fast-paced, early-stage environments, comfortable with ambiguity and eager for increased responsibility.
Communication Prowess: Clear and concise communication skills, both written and verbal.
Mission-Driven: A passion for making healthcare more affordable and consumer-centric.

Responsibilities

Serve as the primary point of contact and relationship owner for a specific segment of employer clients, responsible for their satisfaction, retention, and successful adoption of the Carrum platform.
Act as the right hand to Senior CSMs on our largest, most complex accounts, assisting with high-level strategy and ensuring flawless tactical execution of account plans.
Partner with Carrum’s Marketing team to execute communications, manage the rollout of benefits communications, email campaigns, and in-person events to ensure employees are utilizing their Carrum benefits.
Prepare and present performance reports for clients, identifying trends in utilization and providing actionable recommendations.
Manage account health, including tracking contract renewals, processing payments, and identifying workflow streamlining opportunities.
Collaborate with Sales, Operations, and Technology teams to share client feedback and help shape the future product roadmap.