Job Title: Customer Success Manager

Reports to: VP, Customer Success

FLSA: Exempt

Location: Remote

Salary: $120,000 - $145,000

About Wellinks:

Wellinks is the COPD disease management company committed to empowering people to live fully and breathe freely by improving outcomes for those we serve. We are creating a future where COPD care is designed and delivered around the individual and supported by a team striving to help them live a healthier, more fulfilling life. Our partners choose Wellinks to deliver a tailored and personalized health care experience for their members, resulting in improved outcomes at lower costs.

Wellinks is a high-growth company that is rich with mission-driven talent, guided by passionate healthcare leaders, and backed by world class investors. We are headquartered in New Haven Connecticut, conveniently between Boston and New York, and have team members across the US.

Our Values:

Principled: We say what we do and do what we say.

Collaborative: We work together, empower people, and celebrate relationships.

Innovative: We are resilient and learn from all experiences and challenges.

Effective: We measure what matters and are outcomes driven.

Authentic: We celebrate diversity, inclusion, and the perspective of others

Job Summary:

Wellinks is seeking a Customer Success Manager to support both new and existing customers in driving product adoption, engagement, retention, growth, and overall customer satisfaction. This role acts as a trusted advisor, partnering closely with physicians, practice administrators, and key operational leads.

As the Customer Success Manager, you will own Wellinks’ relationships from launch through contract renewal. Your primary focus will be to proactively assist Wellinks customers and their patients in understanding and optimizing the value they receive from our technology and the team of clinical coaches. You will be responsible for problem-solving and providing tailored Wellinks solutions to enhance the customer experience.

Responsibilities:

• Manage a portfolio of existing accounts, and assist with onboarding new customers, serving as the face of Wellinks.
• Build and manage relationships with a broad range of stakeholders including physicians, practice managers, billing managers, and medical assistants.
• Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience.
• Convert clients into Wellinks champions, leveraging their success for leads, references, and case studies.
• Drive success in tangible metrics (i.e. improved wellness outcomes, utilization, benefits, retention and renewals, or product expansion).
• Collaborate cross-functionally with Product, Enrollment, Sales, and Clinical Operations to advocate for clients and drive successful adoption of Wellinks.
• Leverage customer data to provide clear, informative and relevant information to drive improvements and solve complex problems.
• Provide reporting for key performance indicators (KPIs) and lead the quarterly business review (QBR) with key stakeholders.
• Demonstrate knowledge and remain current of healthcare regulatory requirements and compliance standards.
• Perform all job functions consistent with Wellinks policies and procedures, including those which govern handling PHI and PII.

Qualifications:

• 8+ years of relevant work experience.
• 5+ years in the healthcare industry in customer-facing Customer Success, Account Management, or strategic consulting roles.
• Minimum of 3-5 years of experience in healthcare contract management, implementing and managing programs with a focus on health systems and payer providers.
• In-depth understanding of healthcare reimbursement methodologies and payer contract language.
• Bachelor’s Degree or equivalent experience demonstrating project management and customer service skills.
• Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed and relevant communications (verbal and written).
• Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
• Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies.
• Ability to collaborate cross-functionally and work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
• Excellent meeting management, facilitation skills, and attention to detail.
• Strategically use data and insights to guide decision making and make actionable recommendations that inform the growth and long-term success of the partnership.
• A team player attitude and a commitment to “win, win” outcomes.
• Salesforce, EMR, and JIRA experience a plus.
• Tableau, advanced Excel, and SQL experience is a plus.
• Entrepreneurial spirit at the core with previous startup experience is a plus.
• Master’s degree is a plus.
• Willingness to travel (estimated 10-20%)

Benefits:

• A competitive compensation package
• Unlimited PTO
• Flexible work policy
• Paid Parental leave
• Health, dental, vision & life coverage
• Matching 401k retirement savings plan

Equal Employment Opportunity

Wellinks embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better and more impactful our work will be! Wellinks is an equal opportunity employer and prohibits discrimination based on race, color, religious creed, age, sex, gender identity or expression, marital status, national origin, ancestry, past or present history of mental disability, intellectual disability, learning disability, physical disability, genetic information, pregnancy, veteran status, or status as a victim of domestic violence or any other characteristic protected by law.