Senior Customer Success Manager, Health Plans

At Sprinter Health, our mission is to dramatically expand access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.

The Senior Customer Success Manager, Health Plans is responsible for the implementation, ongoing satisfaction, retention, expansion and outcomes realization for an assigned portfolio of Sprinter Health's customers. 

You will work with a cross-functional team to ensure team best practices, policies, and customer-first initiatives are met. You act as internal champions to coordinate the processes and motions required for sustained customer success and growth. This is a role that promises a high degree of impact.

About us:

We're building the technology and clinical services stack to make preventive, connected healthcare accessible for everyone in the US. We deliver hybrid care (in-home + virtual) backed by data products across 15+ states, serving 60%+ of the US population through major health plans and systems.

With 1M+ patients and 92+ NPS, we're rapidly scaling our impact. Our team of technologists, clinicians, and operators is backed by investors including a16z, General Catalyst, GV, and Accel that have backed companies like Devoted Health, Livongo, Benchling, Stripe, Ramp, Airbnb, Lyft, Instagram, and Databricks.

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner 
• Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success 
• Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
• Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization 
• Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap 
• Drive annual revenue targets and coordinate renewals of designated customer contracts 
• Proactively identify customer risks and partner cross-functionally to recommend solutions and action plans to improve customer health 
• Identify opportunities within the customer organization for the expansion of Sprinter Health services to additional departments

• 5+ years of experience in customer success, account management, sales or consulting with national health plans
• Experience developing and expanding B2B partnerships
• Experience analyzing data using Google Sheets or Excel (i.e. pivot tables, bar graphs, etc.) to present value story
• Strong orientation toward problem-solving with a systematic and managed approach
• Experience exercising judgment, with guidance, in methods, techniques, and evaluation criteria for obtaining results
• Strong executive presence and business acumen
• Experience working with sales, operations, product, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with the ability to adapt and change
• Strong empathy for customers
• Comfortable with ambiguity 
• Excellent verbal/written communication and organizational skills
• Proven ability to influence through persuasion, negotiation, and consensus building

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Competitive salary + equity package
• Virtual + in-person activities, to stay connected in a distributed culture
• Free daily lunch (if in the Menlo Park, CA office)
• Annual learning stipend

If you are inspired by our mission and think you could have an impact on us achieving it, but currently sit outside of these role expectations, we encourage you to still get in touch.