Client Success Manager: 🤝🚀

The Client Success Manager (CSM) is a strategic account owner responsible for leading work across three core areas: implementation, onboarding, and ongoing employer management. This role owns partner relationships end to end, drives cross functional execution, and ensures employer partners have a strong experience from launch through long term growth.

This job is “HOT”: 🔥

The CSM improves consistency and follow through while also increasing Midi’s capacity for proactive partnership management, utilization growth, and strategic account planning.

Business impact: 📈

Implementation and Onboarding

• Lead employer partner implementations and onboarding from kickoff through go live
• Manage timelines, milestones, owners, risks, and action tracking across workstreams
• Coordinate cross functional readiness across teams including operations, clinical, billing, support, credentialing/network, analytics, and marketing/comms
• Ensure launch materials and onboarding assets are complete, aligned, and partner ready (e.g., landing pages, comms guides, content hubs, key links)
• Facilitate meetings, document decisions, and keep internal and external stakeholders aligned on scope and expectations
• Monitor early performance signals and manage launch related issues or escalations

Ongoing Employer Management

• Serve as the primary relationship owner for a portfolio of employer partners
• Lead recurring partner cadence, including meeting prep, agendas, recaps, and action follow through
• Manage escalations, reporting requests, and cross functional coordination to ensure timely resolution and clear communication
• Partner with internal teams and external stakeholders (employers, consultants, carriers) to support ongoing account needs
• Identify opportunities to improve engagement, utilization, and partner experience
• Support strategic account initiatives such as engagement campaigns, webinars, benefit season planning, and analytics driven storytelling

What you will need to succeed: 🌱

Required

• 4 to 7+ years of experience in client success, account management, implementation, partner operations, or a related role
• Experience managing external client or partner relationships and coordinating cross functional teams
• Strong project management, organization, and follow through skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast paced environment

Preferred

• Experience in healthcare, health benefits, digital health, payer/provider environments, or other regulated industries
• Familiarity with employer benefits, carrier/network coordination, or credentialing concepts
• Comfort working with reporting requests and translating data into partner friendly insights
• Experience supporting partner communications, webinars, or engagement campaigns
• Remote (U.S.), with a preference for candidates based in the San Francisco / Bay Area

What Success Looks Like: 🎯 

• Employer partners launch smoothly and onboard effectively
• Stakeholder communication is consistent, clear, and proactive
• Escalations and reporting requests are handled with strong ownership and timely follow through
• Opportunities to improve engagement and utilization are identified and acted on proactively

What we offer: 💼 ✨

• The compensation range for this role is $115,000-125,000 annually.
• Desirable benefits package, including:
• Health, dental and vision
• Paid holidays
• Flexible time off

The interview process will include: 📚

1. Recruiter Screen (30 min)
2. Hiring Manager Screen (30 min)
3. 1-2x Team Interview (30 min)
4. Final Interview (30 min)

✨ Why Join Us?

We’re on a mission to transform care for women in midlife. If you’re excited to help us build a best-in-class team while working with smart, purpose-driven people, we’d love to talk.

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