Member Success Specialist

Carrum Health•,

13d•$68,500 - $79,500•Remote

About The Position

The Member Success Team will play a critical role in our success. Reporting to the manager of the Member Success Team, you will act as the definitive subject matter expert on the member journey, serving as the critical operational bridge between the Commercial and Client Success (CS) teams and the Care Team. Moving away from standard day-to-day casework, this strategic role ensures that high-impact client launches are flawlessly engineered, program guarantees are met, and the Care Team is fully equipped to deliver an unmatched experience from day one.

Requirements

Equivalent experience to an IC3 level within current team.
High level of comfort with the Care App and other internal tools to confidently represent the current member experience.
Exceptional verbal and written presentation skills, with a proven ability to independently lead high-stakes external meetings and represent operational processes professionally to major clients.
A background in testing workflows, managing product/engineering dependencies, and transforming abstract client requests into concrete standard operating procedures (SOPs).
Comfort with pulling, aggregating, and analyzing manual operational data to build client-ready efficacy reports under tight deadlines.

Responsibilities

Actively participate in external client meetings as the dedicated expert on the member journey, confidently answering complex stakeholder questions regarding the end-to-end member experience.
Partner directly with the CS Account Manager during client onboarding and implementation, serving as the ongoing primary point of contact for member-related operational questions or concerns.
Translate nuanced client-specific requests into operational realities, modifying the member journey map to accommodate custom client requirements without disrupting core performance.
Keep proactive "eyes on the funnel" early in the implementation cycle; handle manual reporting. Work with data and CS to prove program efficacy and ensure contractual guarantees are met during the critical first month of launch and beyond.
Synthesize and transition nuanced, account-specific launch criteria directly to the Care Team Learning & Development (L&D) department to ensure training materials match custom client commitments.
Proactively trial and "dry-run" new patient journeys prior to go-live, identifying friction points, workflow gaps, or systemic barriers before they impact a live member.
Collaborate cross-functionally with Product and Engineering teams to adjust workflows, patch systemic bugs, and resolve technical hurdles (e.g., eligibility verification issues).