Client Success Manager - Remote Eligible

Client Success Manager

The Client Success Manager (CSM) is a seasoned, customer-obsessed professional responsible for ensuring organizations are actively engaged, realizing value, and experiencing a smooth deployment of Big Health's FDA-cleared treatments at scale. The CSM is accountable for renewal, expansion, and measurable clinical and financial outcomes across a strategic portfolio of customers, while contributing to the organization and refinement of internal processes and customer success playbooks that enable repeatable scale. This role requires an individual who is able to communicate simplicity in complex environments, build excellent client relationships, and leverage data to deliver for clients and to support our Go-To-Market strategy. They bring enterprise account leadership, healthcare operating fluency, and disciplined, outcomes-oriented execution.

Key Responsibilities

• Manage strategic, complex, and enterprise healthcare customers and develop account plans with clear goals, risks, and growth strategies (renewal, expansion, multi-site/service line scale).
• Build relationships with clinical, operational, IT, revenue cycle, contracting, finance, and executive sponsors; run executive business reviews (JOCs/QBRs) that align on outcomes and next-best actions.
• Drive onboarding across complex environments, ensuring adoption targets and value realization are met against success criteria.
• Standardize and improve CS playbooks.
• Synthesize learnings across accounts to inform repeatable approaches, internal processes, and continuous improvement.
• Lead cross-functional workstreams across Marketing, Sales, Implementation, Clinical, Product, Market Access, and Legal to support the delivery of positive program outcomes, on time and in scope. Proactively identify and mitigate risks and issues.
• Partner with teams on renewal and expansion strategy; contribute to SOWs, amendments, and forecasting.
• Provide timely updates and executive-ready summaries to senior leadership and customer sponsors.
• Partner with executive stakeholders, provider leaders, and clinical champions to drive utilization, adherence, and outcomes.
• Coordinate with internal teams and customer stakeholders to reach eligible populations and maximize activation.
• Monitor and optimize provider and program performance using data to define, measure, and improve success.
• Maintain Salesforce as the single source of truth, rigorously updating account, opportunity, contact, activity, and forecast data to ensure clear visibility, accurate tracking, and cross-functional coordination.
• Build and leverage existing Salesforce dashboards/reports to surface adoption, risk, and growth signals for QBR and executive readouts.
• Develop and maintain executive-ready documentation, including account plans, steering committee materials, JOC/QBR decks, and value/outcomes reports.
• Analyze program performance and prepare concise reports and recommendations for customer executives and internal leadership.
• Support the Finance team in appropriate financial reporting, invoicing, forecasting, etc.

Required Qualifications

• 8+ years in Client Success, Account Management, or Consulting with significant ownership of large, complex healthcare accounts and a strong record of retention and expansion
• Bachelor's degree required; MBA/MPH or relevant graduate degree preferred
• Deep familiarity with healthcare operations and change management within regulated environments required
• Excellent organizational and time-management skills; disciplined risk/issue management and deadline accountability
• Exceptional communication and interpersonal skills with demonstrated executive presence; able to build and sustain strong relationships across clinical, operational, and executive stakeholders
• Analytical fluency and the ability to translate utilization and outcomes data into credible ROI narratives
• Experience collaborating cross-functionally and coordinating complex programs
• Comfort with analytics tools (e.g. - Looker) and CRM/CS tools (e.g., Salesforce, Gainsight)
• Experience in digital health and/or behavioral health is a plus

Background and Life at Big Health

• Backed by leading venture capital firms.
• Big Health's products are used by large multinational employers and major health plans to help improve sleep and mental health. Our digital therapeutics are available to more than 62 million Medicare beneficiaries.
• Surround yourself with the smartest, most enthusiastic, and most dedicated people you'll ever meet—people who listen well, learn from their mistakes, and when things go wrong, generously pull together to help each other out. Having a bigger heart and a small ego are central to our values.
• Enjoy benefits including a generous vacation policy, professional development fund, flexible working arrangements, and more.
• Competitive salary packages including stock options.

$138,000 - $168,000 a year

The US base salary range for this full-time position is $138,000 - $168,000. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Additional compensation may include benefits, variable pay, discretionary bonuses, and equity. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The pay scale is subject to change depending on business needs.

We at Big Health are on a mission to bring millions back to good mental health, in order to do so, we need to reflect the diversity of those we intend to serve. We're an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect. Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.