Customer Success Manager bei Rezilient Health

At Rezilient, we’re redefining what primary care looks like, making it more accessible, seamless, and patient-centered than ever before. Through our innovative CloudClinic model, we combine virtual provider visits with smart, tech-enabled infrastructure to deliver timely, personalized care. By removing traditional barriers to access and continuously expanding our specialty offerings, we’re building a healthcare experience that’s as convenient as it is comprehensive.

We’re seeking a customer-obsessed, strategic & service-driven Customer Success Manager to own the end-to-end client experience, from onboarding to long-term relationship management. This role is central to ensuring new clients are set up for success from day one, and that they continue to realize value from Rezilient’s services over time.

You’ll lead client implementations, support successful launches, and act as a trusted partner to HR teams, benefits leaders, and executive stakeholders. You'll help clients activate and engage their populations, tailor communications, and navigate how best to use Rezilient's services based on their unique structure, goals, and challenges.

Requirements

Key Responsibilities:

Client Implementation & Launch

• Serve as the primary project lead during client onboarding and implementation.
• Conduct kickoff meetings, define goals and timelines, coordinate deliverables, and ensure a seamless go-live experience.
• Collaborate cross-functionally with Sales, Clinical Operations, Product, and Communications to deliver tailored implementations aligned to client needs.
• Lead technical setup and benefit communication planning, ensuring readiness across all client-facing materials and platforms.
• Guide client HR and benefits teams through education and activation strategies for their populations.

Client Relationship Ownership & Customization

• Maintain long-term ownership of client relationships post-launch, acting as a proactive and strategic partner.
• Understand each client’s unique organizational priorities, population health needs, and internal culture to personalize engagement strategies.
• Support clients in maximizing usage of Rezilient’s services, coaching them on features, tools, and workflows that meet their goals.
• Serve as a bridge between clients and internal teams to ensure feedback is captured, needs are addressed, and enhancements are made. 

Cross-Functional & Executive Collaboration

• Partner directly with client stakeholders across HR, benefits, and executive leadership to align on strategy, performance, and opportunities.
• Represent the voice of the client internally, advocating for their needs in product, operations, and service-level refinement.
• Lead recurring business reviews, executive summaries, and strategic check-ins to share insights, outcomes, and roadmap updates.

Engagement, Support, and Client Growth

• Monitor and manage client-specific KPIs related to activation, utilization, satisfaction, and retention.
• Develop and deploy custom engagement campaigns and client-facing communications in collaboration with Marketing and Communications.
• Coordinate training sessions, performance reviews, and education initiatives to continuously deepen client understanding and use of Rezilient services.
• Address client concerns quickly and effectively, escalating when needed while maintaining strong, solutions-focused relationships.

Requirements:

• 5–7 years in customer success, healthcare implementations, employee benefits consulting, or client-facing project management.
• Experience working directly with HR and executive leaders at enterprise clients, ideally in healthcare or health tech.
• Strong implementation and onboarding skills, capable of managing complex workflows and coordinating across teams.
• Highly organized, detail-oriented, and able to balance multiple client relationships and priorities at once.
• Excellent written and verbal communication skills, with a proven ability to present to senior-level stakeholders.
• Comfortable in a fast-paced, early-stage environment; self-starter mindset with a collaborative spirit.
• Willingness to travel periodically for client meetings or onboarding support.
• Familiarity with tools like Salesforce, HubSpot, Notion, or client success platforms.

Benefits

This opportunity offers the chance to shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future. You’ll be part of a supportive, collaborative, and diverse team, with competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.