Senior Client Success Manager

WeightWatchers

3d • $120,000 - $130,000 • Hybrid

About The Position

WeightWatchers is a global digital health company and the world’s #1 doctor-recommended, clinically studied behavioral weight health program. For sixty years, we have led the industry by blending science and community to help millions of people build sustainable healthy habits.
As the science of weight health rapidly evolves, so does WeightWatchers. We are redefining the category by developing new clinical pathways for GLP-1 medication access, creating specialized behavioral programs for members on weight-loss medications, and integrating medical care with our proven habit-change framework. By combining these clinical breakthroughs with our digital-first community, we are uniquely positioned to lead the future of weight health care.
The Senior Client Success Manager (Sr CSM) plays a critical role in achieving client retention, satisfaction, and growth, along with driving member engagement for their assigned book of accounts.
The Sr CSM owns the day-to-day relationships with employer clients and ensures they are maximizing the benefits of the Weight Watchers programs. The Sr CSM will work with their clients to establish a plan to anchor WW into the client’s overall health and well-being strategy. This role demands a mix of skills to successfully serve as a trusted advisor, project manager, product expert, and more.
The Client Success team serves as client advocates working cross-functionally and collaborating internally with Sales, Operations, Marketing, Analytics, Product, Clinical, etc. to provide an exceptional client experience. The Sr CSM partners with clients and Marketing to develop enrollment and engagement strategies that drive ongoing utilization and clinical results for members. As a trusted advisor to clients, the Sr CSM makes recommendations for program enhancements that support and deliver overall program value, resulting in sustained client retention and satisfaction.
The Senior Client Success Manager will have the opportunity to inform and be an active participant in new business practices and process improvements by acting as the Subject Matter Expert (SME) on key projects. They will work with project leads and leadership to share and implement those ideas/processes.
Periodic travel for client and internal meetings is required for this role.

Requirements

• Bachelor’s Degree
• Minimum 5 years related experience in client success or account management in the wellness or healthcare/digital health industry
• Proven track record of exceeding performance goals
• A client-centric approach with the ability to balance needs of the organization and needs of clients
• Goal-oriented with a growth mindset
• Ability to craft a compelling, data-driven story to make recommendations, and influence client decisions
• Highly collaborative with the ability to develop strong relationships internally and externally
• Strong commitment to meeting and exceeding sales and business goals
• Strong problem definition and solving ability with high attention to detail
• Ability to balance workload and prioritize in a fast-paced environment
• Strong organizational skills with the ability to work in a deadline-driven environment
• Excellent written and verbal communication skills
• Proactive self-starter able to turn ideas into execution

Responsibilities

• Owns, develops, and maintains relationships at all stakeholder levels in the client organizations, including partners, within the assigned book of business.
• Ensures collaborative enrollment and engagement strategies are developed and executed within each account; works with clients to set and track goals, and align tactics to achieve those goals.
• Tracks and analyzes program performance data (e.g., enrollment, engagement, outcomes); develops the supporting value story and recommendations and delivers to clients.
• Develops renewal strategies to drive account growth and retention; propose recommendations internally and garners support when unique renewal terms are requested or recommended.
• Participates in brainstorming solutions to meet client engagement needs with internal teams (e.g., Client Success, Marketing, Ops)
• Identifies best practices within clients and industries and shares those practices across teams and clients, developing and hosting inter training sessions.
• Provides assigned accounts with customized marketing materials for timely deployment and tracking.
• Owns vision and serves as project management lead on the implementation of client initiatives (e.g., enrollment and engagement strategies, ad hoc projects)
• Anticipates client needs and quickly adjusts project plans and priorities accordingly.

Benefits

• This role is also eligible for a comprehensive benefits package and annual bonus program.
• We have a hybrid work environment to allow our employees to find the right work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees