Senior Customer Success Manager

Role Overview

• Drives Rezilient’s member engagement outcomes for our Raleigh-based partnerships, with utilization and activation metrics serving as key indicators of success.
• Build and maintain a rigorous tracking framework for engagement KPIs, monitoring activation rates, utilization trends, drop-off points, and population health patterns to continuously inform strategy.
• Translate engagement data into clear, compelling insights for both internal stakeholders and client leadership teams.
• Develop, test, and refine engagement campaigns by measuring effectiveness, adjusting tactics, and documenting successful approaches for the broader Customer Success team.
• Partner with Clinical Operations and Product teams to surface utilization insights that help inform service improvements and program design.
• Serve as Rezilient’s primary onsite representative with our partners, maintaining a visible and trusted presence across client locations through activities such as benefit fairs, lunch-and-learns, employee pop-ups, and targeted outreach.
• Use engagement data to guide where and how outreach efforts should be focused in order to increase awareness and utilization.
• Partner with client HR, benefits and marketing teams to develop communication strategies that resonate with their employee populations and organizational culture.
• Build authentic relationships with frontline employees and clinical staff, helping them understand and adopt Rezilient’s care model.
• Partner closely with the Sales and Growth teams to support business development efforts in the Raleigh market, including participation in demos, discovery conversations, and prospect discussions.
• Bring credibility and real-world insights to Sales conversations by sharing outcomes and engagement learnings from existing partnerships.
• Identify opportunities to deepen existing client relationships and collaborate with Sales to thoughtfully pursue those opportunities.
• Contribute to Rezilient’s broader presence in the Raleigh region by building relationships within the local employer, health system, and benefits communities.
• Serve as the primary on-site point of contact for our Raleigh-based employer partnerships, supporting both long-term strategy and day-to-day collaboration.
• Develop a strong understanding of the client’s population health goals, workforce demographics, and healthcare utilization patterns in order to inform engagement strategies.
• Lead regular business reviews with client leadership, presenting utilization insights, engagement outcomes, and forward-looking recommendations.
• Act as the voice of the client internally, ensuring insights from the field inform product, clinical, and operational improvements.
• While you will operate with significant independence in Raleigh, you remain an integral part of a four-person Customer Success team, partnering with your St. Louis-based colleagues on implementations, onboarding projects, and cross-client initiatives.
• Share engagement playbooks, data frameworks, and field learnings from the Raleigh market to help strengthen how the team supports clients nationally.
• Support other client escalations, growth initiatives, and implementation needs as a collaborative team member, even when working across geographies.
• Contribute to the continued evolution of the team’s data infrastructure, reporting practices, and engagement methodologies as Rezilient scales.

Requirements

• 5–7 years of experience in customer success, healthcare account management, employee benefits consulting, or a similar client-facing role within healthcare services specifically managing large health systems or hospital accounts.
• A data-driven mindset, with the ability to analyze utilization data, identify patterns, and develop engagement strategies informed by measurable insights.
• Proven experience improving engagement, utilization, or adoption within complex healthcare or enterprise environments.
• Comfort working in an environment where processes continue to evolve and team members contribute to building and refining how we operate. Prior startup or early-stage company experience is a plus.
• Ability to operate independently while remaining highly collaborative with remote teammates. This role requires initiative, ownership, and strong self-direction.
• Experience navigating the intersection of startup agility and enterprise healthcare environments, with the ability to build credibility and trust within large, complex organizations.
• Strong experience working with HR leaders, benefits teams, and executive stakeholders within large employer or health system settings.
• Comfort supporting sales-related activities, including demos, prospect conversations, and regional market development.
• Experience in a clinical or healthcare delivery environment is strongly preferred. This could include work as a clinician, within clinical operations, care coordination, or other roles that provide direct exposure to how care is accessed and delivered. You understand the patient journey, not just the business case.
• Excellent communication and relationship-building skills across a wide range of audiences.
• Highly organized and able to manage multiple priorities and workstreams effectively.
• Raleigh-based, with the ability to maintain regular onsite client presence and periodic travel to St. Louis HQ and other client locations.
• Familiarity with tools such as Salesforce, HubSpot, Notion, or similar CRM and customer success platforms. Experience with data dashboards or reporting tools is a plus.

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.