Client Success Manager
About The Position
The Client Success Manager (CSM) is a strategic account owner responsible for leading work across three core areas: implementation, onboarding, and ongoing employer management. This role owns partner relationships end to end, drives cross functional execution, and ensures employer partners have a strong experience from launch through long term growth. This job is “HOT”: 🔥 The CSM improves consistency and follow through while also increasing Midi’s capacity for proactive partnership management, utilization growth, and strategic account planning. Implementation and Onboarding Lead employer partner implementations and onboarding from kickoff through go live Manage timelines, milestones, owners, risks, and action tracking across workstreams Coordinate cross functional readiness across teams including operations, clinical, billing, support, credentialing/network, analytics, and marketing/comms Ensure launch materials and onboarding assets are complete, aligned, and partner ready (e.g., landing pages, comms guides, content hubs, key links) Facilitate meetings, document decisions, and keep internal and external stakeholders aligned on scope and expectations Monitor early performance signals and manage launch related issues or escalations Ongoing Employer Management Serve as the primary relationship owner for a portfolio of employer partners Lead recurring partner cadence, including meeting prep, agendas, recaps, and action follow through Manage escalations, reporting requests, and cross functional coordination to ensure timely resolution and clear communication Partner with internal teams and external stakeholders (employers, consultants, carriers) to support ongoing account needs Identify opportunities to improve engagement, utilization, and partner experience Support strategic account initiatives such as engagement campaigns, webinars, benefit season planning, and analytics driven storytelling
Requirements
- 4 to 7+ years of experience in client success, account management, implementation, partner operations, or a related role
- Experience managing external client or partner relationships and coordinating cross functional teams
- Strong project management, organization, and follow through skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast paced environment
Nice To Haves
- Experience in healthcare, health benefits, digital health, payer/provider environments, or other regulated industries
- Familiarity with employer benefits, carrier/network coordination, or credentialing concepts
- Comfort working with reporting requests and translating data into partner friendly insights
- Experience supporting partner communications, webinars, or engagement campaigns
- Remote (U.S.), with a preference for candidates based in the San Francisco / Bay Area
Responsibilities
- Lead employer partner implementations and onboarding from kickoff through go live
- Manage timelines, milestones, owners, risks, and action tracking across workstreams
- Coordinate cross functional readiness across teams including operations, clinical, billing, support, credentialing/network, analytics, and marketing/comms
- Ensure launch materials and onboarding assets are complete, aligned, and partner ready (e.g., landing pages, comms guides, content hubs, key links)
- Facilitate meetings, document decisions, and keep internal and external stakeholders aligned on scope and expectations
- Monitor early performance signals and manage launch related issues or escalations
- Serve as the primary relationship owner for a portfolio of employer partners
- Lead recurring partner cadence, including meeting prep, agendas, recaps, and action follow through
- Manage escalations, reporting requests, and cross functional coordination to ensure timely resolution and clear communication
- Partner with internal teams and external stakeholders (employers, consultants, carriers) to support ongoing account needs
- Identify opportunities to improve engagement, utilization, and partner experience
- Support strategic account initiatives such as engagement campaigns, webinars, benefit season planning, and analytics driven storytelling
Benefits
- Health, dental and vision
- Paid holidays
- Flexible time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
