Client Success, Manager

Mending•New York City, NY

23d

About The Position

Mending is a team of healthcare nerds, software engineers, product designers, direct primary care doctors, health technology operators, and more. Our mission is to craft better health by accelerating the future of care. Today, our products focus on Direct Primary Care (DPC). We build the technology and infrastructure that helps employers, health plans, TPAs, brokers, and DPC practices work together at scale. Our data platform integrates DPC into health plans in ways that lower costs, improve access, and deliver better outcomes for members. In doing so, we bring more patients into DPC practices while preserving what makes the model work. We're looking for a commercially minded, detail-oriented delivery and sales expert to implement and grow our signed accounts. We’re looking for someone who wants a role that’s 60% commercial and relationships, 40% implementation and project management. A signed TPA (Third-party administrator) brings dozens of employer groups that must be sold into. That work is roughly 60% of this role - build relationships across benefit teams, account managers, brokers to land new employers and have their employees adopt the Mending Access program by going to a DPC provider. The other 40% is implementation. Health plan and TPAs launches have different levels of complexity. You might be owning a simple 834 feed with some Excel work and weekly meetings, or dealing with governance and compliance teams with complex data requirements. You own these from the launch and onwards. This role is perfect for someone who can pitch a 1000-person employer’s benefit lead in the morning and run a 25-person implementation call in the afternoon. You are credible with a CFO and can hold your ground with an integration analyst. We're open to a senior individual contributor who wants a complex book of business and would grow into leading the team. You might already lead one and want to keep selling. We'll scope the management side to your experience: IC to start, or manage the existing team on day one.

Requirements

6+ years in a client-facing commercial role.
Experience carrying a number and crushing it. Expansion, land-and-expand, or channel sales all count.
Experience in enterprise-level implementations. You understand when and how to identify risks and proactively address them to meet the go-live date.
Intermediate working knowledge in Excel or Google Sheets, you qualify if you understand the difference between a VLOOKUP and INDEX(MATCH).
Strong written communication. You can turn a messy account situation into a two-bullet read for an executive.
Organized and self-directed across multiple active workstreams.
Comfort with ambiguity and excitement about building processes from scratch.

Nice To Haves

SQL is a plus, not a requirement.
Healthcare, insurance, or startup experience is a plus but not required.

Responsibilities

Work alongside brokers, benefits consultants, TPA account managers and health plan administrators to bring in new employer groups under signed TPAs and drive member attachment inside live groups.
Own renewals and key client relationships.
Own implementations end-to-end for health plan and TPA partners from contract signing, as their first non-sales point of contact from Mending.
Run regular business reviews and manage reporting with existing partners.
Continue to build out and iterate on the way client success operates, partnering closely with other internal teams – sales, network, engineering, data and analytics.