Senior Director, Client Success & Growth

Carrum Health•,

6h•Remote

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 90% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. Carrum’s mission is to transform the healthcare system and deliver an unmatched experience for patients. For those passionate about changing healthcare and ready to eliminate surprise bills, poor quality, and high prices, Carrum offers an entrepreneurial, cutting-edge environment where that impact is possible. Carrum is at a critical inflection point in its growth, targeting ~80% year-over-year revenue expansion. Achieving this requires success across two parallel growth engines: continuing to expand the number of customers on the platform through employer partnerships, while dramatically increasing utilization among existing members. As the Sr. Director of Client Success and Growth you will serve as the primary business architect, relationship manager, and delivery lead for Carrum Health’s most significant strategic partnerships. This is a highly visible role that requires a rare blend of executive relationship management and "under-the-hood" operational grit. You will be responsible for the financial health of each account, the strategic expansion of our offerings, successful delivery of all aspects of the program (including experiential, operational, and technical), and overall client satisfaction. We are looking for someone who has lived in the world of high-touch client services but has the DNA of a builder, owner, and operator. You should be as comfortable presenting to a C-Suite executive as you are digging into a spreadsheet or a technical migration roadmap.

Requirements

10+ years in Strategic Account Management, Healthcare Operations, or Management Consulting.
Must have experience in the Healthcare Industry with a focus on Benefits Management.
Demonstrated Ownership: A strong track record delivering successful outcomes against highly complex, cross-functional initiatives that span business, operations, technology, and people components.
Ability to interface with a variety of stakeholders from external clients and vendors to internal operations, product, engineering, compliance, and finance teams.
High Emotional Intelligence: You must possess a high degree of emotional intelligence and professional agility.
We need a personality that complements our client’s leadership style—someone who is proactive, highly organized, and capable of "managing up" while executing down.
Financial Acumen: Deep understanding of healthcare economics, COGS, and margin management.
Must have the attention to detail required to perform financial audits and reconciliations, ensuring that the business is accurately administering client-specific parameters and customizations.
Technical Literacy: Ability to bridge the gap between business needs and Engineering/Product deliverables (specifically regarding cloud migrations and platform scaling).
Presence: A "steady hand" approach to crisis management and large-scale project navigation.
Experience in artfully granting client customizations where necessary, but overall advocating and maintaining for adoption of an organization’s established standards and norms.

Responsibilities

Architect a Modern Healthcare Partnership: You aren't just maintaining a relationship; you are the business owner for our largest and most strategic accounts. You will adopt the mentality of treating these partnerships as individual P&Ls and experiment new strategies to balance revenue growth, margin health, and operational excellence.
Drive Massive Clinical Impact: You will lead the client(s) to activate more Centers of Excellence available within Carrum’s network, specifically with Substance Use Disorder (SUD) and Oncology programs—clinical areas that change lives at scale.
Be a High-Stakes Operator: You enjoy the thrill of complex problem-solving, from managing the business side of a major platform migration to coordinating with world-class providers across our Centers of Excellence Network.
Bridge Strategy and Execution: You thrive in a role that requires you to be a sophisticated partner to executives one hour, and a disciplined operator working with Engineering and Operations in the next. You’ll need to expertly balance client-level customizations that will appease the client with adherence to Carrum standards that will help us grow in a scalable and efficient fashion.
Own the Future of Value-Based Care: By working with a select set of admired pioneers and noteworthy trend-setters, you will play a pivotal role in setting the benchmark for how healthcare is delivered and paid for in the employer-sponsored market.