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Client Success Manager

Modern Health

Modern Health

Customer Service
United States · Remote
Posted on Friday, March 8, 2024

Modern Health

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

We are a female-founded company backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures. We partner with 500+ global companies like Lyft, Electronic Arts, Pixar, Clif Bar, Okta, and Udemy that are taking a proactive approach to mental health care for their employees. Modern Health has raised more than $170 million in less than two years with a valuation of $1.17 billion, making Modern Health the fastest entirely female-founded company in the U.S. to reach unicorn status.

We tripled our headcount in 2021 and as a hyper-growth company with a fully remote workforce, we prioritize our people-first culture (winning awards including Fortune's Best Workplaces in the Bay Area 2021). To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone must be comfortable working early in the morning or late at night; all full-time employees must work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

The Role

As a Client Success Manager in our Mid Market segment, you own Modern Health’s employer relationships from launch through contract renewal. You are responsible for driving product adoption and engagement and, over time, client retention. You partner closely with senior HR executives and business leaders, serving as a product expert, strategic consultant, and mental health champion. Your partnership with Modern Health’s clients and internal product teams allows us to continually improve the functionality and benefits of the platform.

Ideal candidates have prior experience managing large-scale client relationships and are comfortable analyzing data and using it to make strategic and prescriptive recommendations. We’re looking for someone excited to positively impact the lives of millions in a highly visible role.

This position is not eligible to be performed in Hawaii.

What You’ll Do

  • Manage a portfolio of accounts, serving as the face of Modern Health for our customers
  • Build and manage strategic relationships with a broad range of stakeholders, including HR Executives, Benefits Managers, and consultants
  • Align with clients to define and execute a program strategy for Modern Health that integrates within their broader benefit offerings
  • Partner with clients to meet and exceed their business objectives
  • Convert “model” clients into Modern Health champions, leveraging their success for references and case studies
  • Drive utilization and engagement; ensure clients and their employees are utilizing key product features to maximize success
  • Use account data to understand opportunity/risk
  • Drive meaningful outcomes (e.g. improved wellness outcomes, benefits, retention, and renewals, or product expansion)
  • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive the successful adoption of Modern Health
  • Identify, manage, and resolve client risk areas & escalations and proactively develop solutions to avoid churn
  • Experience working with customers who have employees spread across disparate functions (including warehouse populations)

Who You Are

  • 4+ years experience managing relationships or selling to HR leaders or clients within the B2B tech and/or employer benefit space
  • Strong interpersonal, relationship-building, and listening skills
  • An owner in everything you do; you lead with independent thinking and autonomy
  • A proven track record of success with enterprise or mid-market accounts
  • Experience and comfort using data to share insights and make actionable recommendations
  • Experience managing client launches, renewals, and upsell
  • Engaging presentation skills, and a desire to lead projects with high visibility
  • Excitement for tackling and building processes around new challenges: you enjoy problem-solving, have keen attention to detail, and are motivated to drive ongoing team improvement
  • The flexibility and agility to work cross-functionally in a fast-paced environment with a sense of urgency and demonstrated initiative and independence
  • A sincere interest in and empathy for your clients and co-workers
  • Experience working in Salesforce, Gainsight, Jira, Google Suite, and Zoom
  • Passion for our mission and understanding of the healthcare/benefits space
  • Intellectually curious and a fast learner

Benefits

Fundamentals:

  • Medical / Dental / Vision / Disability / Life Insurance
  • High Deductible Health Plan with Health Savings Account (HSA) option
  • Flexible Spending Account (FSA)
  • Access to coaches and therapists through Modern Health's platform
  • Generous Time Off
  • Company-wide Collective Pause Days

Family Support:

  • Parental Leave Policy
  • Family Forming Benefit through Carrot
  • Family Assistance Benefit through UrbanSitter

Professional Development:

  • Professional Development Stipend

Financial Wellness:

  • 401k
  • Financial Planning Benefit through Origin

But wait there’s more…!

  • Annual Wellness Stipend to use on items that promote your overall well being
  • New Hire Stipend to help cover work-from-home setup costs
  • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
  • Monthly Cell Phone Reimbursement

Equal Pay for Equal Work Act Information

Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role.


Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information.

Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets.

San Francisco Bay Area
$126,140$175,000 USD
All Other California Locations
$126,140$175,000 USD
Colorado
$113,526$157,500 USD
New York City
$126,140$175,000 USD
All Other New York Locations
$113,526$157,500 USD
Seattle
$126,140$175,000 USD
All Other Washington Locations
$113,526$157,500 USD

Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.