Client Success Manager, Patch Caregiving

Why Wellthy is for you!

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible.

Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we’re building a more connected, comprehensive care experience for families and caregivers alike.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.

We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us.   

As our Sr. Client Success Manager, Patch Caregiving, you will collaborate with your colleagues to effectively manage and serve clients of the Patch Caregiving business line. In this role, you will play a crucial part in ensuring the satisfaction, retention, and growth of the employers who offer Patch  as an employee benefit and work strategically with clients to best meet their goals and overall Patch Caregiving and Wellthy business goals. You will act as a trusted advisor to HR/Benefit Leaders to help communicate the value of Patch, respond to client needs, questions and requests.

You will report directly to a Director of Client Success.

To be successful in this role:

• Manage a portfolio of client accounts, devising both strategic and tactical plans to drive optimal satisfaction, retention, and growth.
• Act as a client/partner advocate within Patch and Wellthy, ensuring client feedback is communicated and addressed appropriately. 
• High collaboration with other team members to align on Patch goals and objectives and in broader scope with Wellthy’s business objectives. 
• Develop and implement creative retention strategies to minimize client churn.
• Work closely with the growth and sales teams to identify areas for account expansion to maximize revenue with existing clients/partners.
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Lead initiatives for growth within existing client base, overseeing renewal efforts that expand and deepen client relationships.
• Collaborate in the planning, formulation, and execution of comprehensive engagement programs aimed at informing and educating employees about the benefits of Patch’s solutions.
• Establish shared performance metrics to assess the effectiveness of client initiatives, ensuring timely feedback and continuous improvement.
• Provide support to strategic initiatives aligned with the objectives of the Client Success team and the broader Wellthy organization, contributing directly to business goals.
• Foster cross-functional collaboration to enhance the overall client and sponsored member experience, actively contributing to optimization efforts.
• Exhibit a commitment to continuous learning and growth, developing into a subject matter expert in a strategic area of focus that supports our clients and Patch’s business goals. 
• Leverage data and analytics to assess client engagement and satisfaction and prepare regular reports on client success metrics and KPIs. 
• Stay informed about product updates, features, and industry trends to effectively communicate value propositions to clients. 
• Make a significant and positive impact on the company culture through active participation and contribution.
• This role may require travel up to 20% of the year, primarily to support client Open Enrollment events, site launches and strategic meetings. 

Qualifications

To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

• Bring 5-7 years of valuable experience in Client Success, Account Management, marketing, or program management to the team.
• Display intelligence, thoughtfulness, and meticulous attention to detail, coupled with a natural aptitude for nurturing relationships both internally and externally.
• Showcase exceptional follow-up skills and robust project management capabilities, facilitating seamless cross-functional collaboration to meticulously plan and execute initiatives.
• Engage effortlessly with both junior and senior-level partner contacts, fostering productive interactions.
• Demonstrate exceptional communication prowess, comfortable with group presentations, and adept at crafting compelling narratives and visuals to convey your ideas effectively.
• Possess an inquisitive nature, coupled with a fervent eagerness to acquire new skills and stay current with emerging technologies.
• Thrive in fast-paced environments, adept at achieving objectives with agility and efficiency.
• Comfortable analyzing and cleaning data and using it to create presentations, decks, and collateral. 

Qualifications that are preferred but not mandatory:

• Previous experience in Client Success work focused around frontline workforces, particularly manufacturing, healthcare or logistics 
• Proficient in Excel, Google Sheets, and PowerPoint/Slides.

Total Rewards Package

The starting salary for this position is $95,000-$115,000 per year.

• Remote work environment.
• Medical, dental and vision benefits within 30 days of hire.  
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days).
• Mental Health, Sick, and Caregiving Days.
• Professional development initiatives for growth.
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave.

Role Requirements: 

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

Location

This is a remote and US states based opportunity. We ask that you work in a location that is:

• Private, with secure (not public) internet and phone access
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space 

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

What’s Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume.  We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above.   We look for our Wellthians to enhance and advance our company from their past experiences.  Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for.  We hope that you’re encouraged and even excited by that to get started with our process. 

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For information about our Applicant Privacy, please review here: https://app.getguru.com/card/iRgBL8yT/Applicant-Privacy-Policy

For those who require reasonable accommodations, please let us know on your application or email us at [email protected].