Client Success Manager (Health Payers)

About Blueberry Pediatrics

Blueberry Pediatrics aims to transform every family's living room into a personalized pediatric urgent care facility. By integrating home exam kits, concierge-style access, and AI-powered pediatricians, they provide affordable, near-instant, clinic-level care around the clock. Their mission centers on ensuring all children receive premium healthcare while significantly enhancing accessibility and reducing medical expenses for families and health plans by up to 50% in emergency department costs.

Role Summary

The Client Success Manager (CSM) serves as the principal liaison and trusted consultant for a designated portfolio of health plan and employer clients. This position manages the entire post-sales relationship, focusing on member activation, engagement, retention, measurable results, and upselling. The CSM acts as a strategic partner, holding both Blueberry's internal teams and clients accountable for mutual improvement plans, thereby fostering sustained growth and expansion into new markets.

Key Responsibilities

• Serve as the primary point of contact, deeply understanding clients' businesses, objectives, contract details, and outcomes to ensure expectations are surpassed.
• Maintain comprehensive awareness of all activities within assigned accounts, facilitating seamless communication between clients and Blueberry teams.
• Drive growth by increasing the active, enrolled membership base within current accounts, a crucial lever in the per-member business model.
• Minimize churn by safeguarding client satisfaction, encouraging renewals, and fostering account expansion.
• Deliver and promote clinical and member outcomes, such as reductions in avoidable emergency department visits, to validate Blueberry's value proposition.
• Establish standardized client experiences through quarterly business reviews, annual satisfaction surveys, jointly agreed improvement plans, and executive alignment.
• Hold Blueberry’s implementation, product, and support teams accountable for timely issue resolution, and ensure clients meet their rollout responsibilities.
• Facilitate commercial growth by expanding services into new demographics and geographies, collaborating closely with sales teams on expansions and actively participating in strategic commercial discussions.
• Manage priorities across strategic and tactical levels, knowing when to escalate issues effectively.
• Function as the operational project manager for accounts, maintaining deep knowledge of day-to-day operations such as implementation progress, claims processing, and invoicing accuracy to proactively identify and resolve potential challenges.

Success Metrics

• Growth of activated and retained user base within client accounts.
• Expansion into new populations and states within existing clients.
• Improvement in client Net Promoter Score (NPS) and overall satisfaction compared to baseline.
• Acceleration of implementation timelines from contract signing to launch.
• Advancement of clinical outcomes relating to member health, for example, reducing emergency department visits.

Compensation

This role offers a competitive base salary ranging from $100,000 to $140,000, dependent on location and experience, coupled with a performance-based bonus aligned with success metrics and equity participation.

Qualifications and Experience

• Over 7 years’ experience in client success, account management, or strategic consulting, ideally managing enterprise or health plan portfolios with direct responsibility for retention and growth.
• Proven success in expanding accounts by boosting member activation, engagement, retention, and entering new markets, products, or regions.
• Comfortable leading commercial negotiations and closing expansion deals, either independently or alongside sales teams.
• Healthcare industry background, especially within payers, Medicaid managed care, or value-based/member engagement models, with credible knowledge of clinical outcomes and per-member economics is highly desirable.
• Experience operating in early-stage or rapidly growing environments; adept at building processes from scratch, juggling strategic and tactical tasks, and driving cross-functional accountability.

Additional Information

Blueberry Pediatrics promotes equal employment opportunity, embracing diversity across all demographics and does not discriminate on any protected basis. Candidates should be wary of scams; the company does not request software downloads or sensitive personal information such as bank account or social security details via email.