Client Success Executive

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. As we expand our programs to reach more health systems and patients, we are excited to grow our Client Success Executive team.

Client Success Executives have the critical responsibility of ensuring the retention and continued growth of Memora’s clients. The ideal candidate will serve as a credible thought partner with Memora initiative leaders and superusers. Additionally, this role will work closely with Implementation, Support, Product, and Growth colleagues to ensure clients maximize their value from their partnership with us.

Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

Primary Responsibilities:

• Hold primary relationship management with department-level clinical and administrative leaders and users
• Lead recurring (i.e., monthly/bi-monthly/weekly) check-ins and Operational Business reviews; support Executive Business Reviews
• Ensure execution against contractual obligations and manage internal resources to proactively and reactively troubleshoot issues
• Monitor and improve performance against key client health metrics (utilization, NPS, ROI)
• Co-lead renewal discussions and support expansion discussions
• Support development of scalable client resources as we grow our client delivery function
• Work with clients to create marketing collateral (case studies, webinars, PR, etc.)

Qualifications (Required):

• You have 3-5 years experience as a Client Success Manager (or similar role) for a SaaS company serving US-based hospital systems
• You can communicate complex ideas clearly and concisely (both written and verbally)
• You are an expert in building high-trust relationships with clients by understanding their needs, motivations, and challenges, and by being an advocate for them within your organization
• You have experience orchestrating resources within your organization to address client challenges, ensuring the needs of your clients are successfully met while also meeting any relevant business constraints
• You have a bias toward action and a “one team” mentality
• Ability to occasionally travel to client sites (mainly in US; 10-20% travel)
• Ability to comply with clients’ COVID vaccination requirements

Qualifications (Bonus):

• You have prior experience as a clinician
• You have prior experience building best practice Client Success processes and tools

What You Get:

• An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
• Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup
• Work alongside world-class clinical, operational, and technical teams to build and scale Memora
• Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams
• Improve the way care is delivered for hundreds of thousands of patients
• Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans
• Ownership over your success and the ability to significantly impact the growth of our company
• Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, Macbook, and a 401(k) plan