Partner Experience Manager

Koda Health

3d•Remote

About The Position

This role is the primary owner of the client relationship from onboarding through renewal and expansion, serving as the trusted advisor for some of the largest health systems and payers in the country. The Partner Experience Manager (PEM) will maintain a deep understanding of client priorities and success metrics, acting as the loudest advocate for client needs internally. As Koda scales, this role is crucial for maintaining strong client relationships and driving performance and renewal outcomes.

Requirements

3-6 years in customer success, account management, or a client-facing role
Experience managing complex, multi-stakeholder projects from kickoff through completion, with the instincts to track moving pieces and know when to escalate
Naturally proactive: you spot problems before they surface and act on them
Coachable and self-aware: you seek feedback, take it well, and use it to grow
Comfortable with ambiguity and change in a fast-scaling environment
Strong communicator: clear, direct, and confident whether you're writing a recap email or presenting to a C-suite
AI Fluency: Candidates who actively use AI in their day-to-day work will stand out in our process.
US-based

Nice To Haves

East or Central Time Zone strongly preferred
Experience in healthcare, health tech, or enterprise SaaS
Experience managing a mixed portfolio of client sizes
Proficient with ClickUp, Metabase, and Google Suite, or the kind of person who picks up new tools quickly
Previous startup experience

Responsibilities

Serve as the primary point of contact for an assigned portfolio of enterprise health system and payer clients, from onboarding through renewal and expansion.
Build trusted relationships across clinical, operational, and administrative stakeholders at each account.
Maintain a deep understanding of each client's strategic priorities, internal stakeholders, and how success is defined for their organization.
Serve as the internal advocate for your clients, surfacing feedback that improves how Koda delivers.
Manage day-to-day implementation coordination from contract signature through go-live, including scheduling, stakeholder alignment, and tracking progress against milestones.
Lead training and onboarding for clinical and administrative stakeholders at client sites.
Continuously identify and test new ways to drive member engagement and program success across the client portfolio, sharing what works across accounts.
Monitor engagement metrics across your accounts and develop action plans when clients fall behind target.
Partner with clients to identify creative ways to deepen provider and staff engagement: workflow adjustments, champion building, training refreshes, and anything else that moves the needle.
Prepare for executive-led QBRs by pulling together performance data, client insights, and clinical impact narratives.
Own renewal readiness for your accounts: track health scores, get ahead of risk signals like low adoption, staff turnover, or disengagement, and come into renewal conversations already prepared.
Identify expansion signals (new sites, service lines, population segments) and surface them internally.
Help build and refine the playbooks and processes that will scale the partner experience function as we grow.

Benefits

Base salary range of $80,000 - $90,000 per year
Fully remote role (US-based)
Flexible, unlimited paid time off, including 8 company holidays
Comprehensive medical, dental, and vision coverage
401(k) retirement plan options
Annual professional development budget for books, courses, trainings, and conferences
Work-from-home stipend to support your home office setup and ongoing remote work needs
Annual company and team events
Latest MacBook and enterprise-grade tooling to do your best work
Clear growth paths for both individual contributors and people managers