Partner Success Manager - Remote/CT, MA, RI
About The Position
Brook is The Remote Care Company, providing a connected operating system that combines clinical AI, care teams, connected devices, and end-to-end delivery to enable continuous, longitudinal care at scale. We support adults managing chronic conditions and help people reduce their risk of developing type 2 diabetes. Working alongside healthcare organizations, we help patients stay connected, engaged, and supported between visits through technology, clinical expertise, and proactive outreach. This approach enables earlier intervention, improves the patient experience, reduces administrative burden, and helps healthcare organizations deliver better outcomes more efficiently, leading to healthier patients, more satisfied providers, fewer avoidable hospitalizations, and a more scalable and sustainable approach to chronic care management. Our ambition is to make continuous care the new standard of healthcare and run the continuous care infrastructure that extends clinical teams and empowers patients to achieve better health outcomes.
Requirements
- 3–5 years in partner success, customer success, or account management, ideally with healthcare partners.
- Track record of driving retention, adoption, and satisfaction across a book of accounts.
- Comfortable leading business reviews and day-to-day partner conversations with clinical and operational stakeholders.
- Strong organization and analytical comfort — interprets performance data and turns it into action.
- Excellent written and verbal communication.
- Bachelor’s degree or equivalent experience.
- Comfortable using AI tools to work efficiently, with the judgment to verify output.
Nice To Haves
- Experience with health systems, ACOs, FQHCs, or value-based care organizations.
- Direct experience with Remote Patient Monitoring (RPM), Chronic Care Management (CCM), or related Remote Care services.
- Familiarity with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
Responsibilities
- Owns the day-to-day relationship for a book of partner accounts, building trust across clinical, operational, and executive contacts.
- Serves as the first point of contact and the escalation path for partner questions and issues.
- Develops and maintains an account plan for each partner, aligning Brook’s capabilities to their goals.
- Drives adoption and utilization of Brook’s Remote Care services toward measurable clinical and financial outcomes.
- Leads regular business reviews that land on clear outcomes and next steps.
- Identifies and qualifies expansion opportunities, and partners with the Partner Success team on renewals and enterprise-level conversations.
- Tracks partner satisfaction and retention risk and builds mitigation plans for at-risk accounts.
- Translates partner performance data into clear, useful updates for partner stakeholders.
- Ensures partner feedback reaches Product, Clinical Operations, and leadership.
- Coordinates across Partner Operations, Product, and Data to deliver on partner commitments.
Benefits
- Medical, dental, and vision — Brook pays 100% of premiums for you and your children and 50% for a spouse or domestic partner.
- Brook-funded HSA contribution (prorated by hire date).
- Medical concierge.
- Mental health at no cost through Spring Health.
- Flexible PTO.
- Dedicated sick time.
- Generous holiday schedule.
- Employer-paid life, AD&D, and short- and long-term disability.
- 401(k) with company match.
- Emergency-savings match.
- Employee referral bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
