Client Success Manager (Remote Position)

Equip is a virtual program helping families recover from eating disorders at home with comprehensive, gold-standard care created by experts in the field and people in recovery. Equip's five-person care teams include dietitians, physicians, therapists, and mentors who deliver wrap-around support to provide families healing and lasting recovery.

We created Equip to increase access to evidence-based treatment for all people affected by eating disorders. In line with this mission, we are committed to partnering closely with insurance companies and ensuring our team, patients, treatment, and brand reflect the diversity of those affected by eating disorders.

About the role:

We are seeking a dynamic Client Success Manager with strong communication and relationship skills and a can-do attitude to join our growing team to revolutionize health care delivery. This position will be focused on supporting our health plan, provider, and partner clients from implementation through ongoing value delivery.

The ideal candidate will be able to both dig into the operational details of program delivery as well as build strong relationships and lead outcome conversations with client executives. The Client Success Manager will serve as the subject matter expert for their client bases' program delivery strategy, operational customizations, outcome metrics, program KPIs, analytical needs, program trends, and client specific program goals.

What you'll do:

  • Support 5-10 clients from implementation through ongoing value delivery
  • Serve as intermediary to fairly represent client interests and needs the Equip business (product feedback, operational design/support, member support, clinical care)
  • Quarterback day-to-day program delivery, working closely with clinical operations and admissions leadership to deliver on program KPIs
  • Execute on payor penetration strategy to identify and maintain referral partners within each client
  • Accountable for client satisfaction, client renewals & expansion opportunities to new markets, states, and lines of business, contract adherence, contract P&L, contract utilization
  • Identify areas of opportunity to grow, scale, and optimize Equip program delivery
  • Produce and deliver high quality, actionable client meeting agendas, report content, etc.
  • Assist in creation of Client Services strategy framework and content library to lay the groundwork for standard, scalable Client Relationships that promote excellence and the Equip values
  • Ensure our clients are well positioned for program success by executing a best in class implementation and account management strategy that achieves key program milestones and exceeds expectations
  • 2+ years of experience in client success, implementation or project management
  • Strong understanding of health care landscape, specifically payer and provider focused
  • Proven experience leading multidisciplinary teams to deliver against aggressive project timelines using project management tools and processes
  • Adept at building strong working relationships, understanding roles and responsibilities within complex organizations, and representing the needs of both the Equip team and client
  • Experience owning and managing multiple concurrent relationships with a diverse client base
  • Key analytical abilities to generate program KPIs and insights both for internal and external stakeholders with an eye towards operational excellence and superior value delivery
  • Excitement at the prospect to build the playbooks and then execute on them
Bonus if you have the following:
  • A passion for living our mission and values
  • Sales experience
  • Experience with data & analytics (building dashboards)

Competitive salaries and bonuses, flexible hours from home, flexible time-off, health benefits, career development opportunities, and exciting team retreats are among the myriad benefits you'll experience while working at Equip.

Equip is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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