Mgr, Customer Success

About Transcarent
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care

Role Overview

The Manger, Client Success is responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer’s voice is heard and understood.

The Client Success Manager ensures the customer experience is consistent with our brand. This individual serves as a trusted resource both internally and externally with extensive knowledge of the customer’s business and Accolade’s operating model. Their influence ensures we are productively working together to create a mutually successful partnership.

Job Description: A Day in the Life

• Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant, and other key customer partners.
• Manage and own the customer portfolio revenue retention and growth.
• Partner with the Director to develop the strategy and execution of renewals, as well as product and membership expansions.
• Identify product/service expansion opportunities; introduce appropriate internal partners to drive sales, contracting, and implementation activities to drive net new revenue.
• In conjunction with the Director, develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.
• Ensure key stakeholders across our organization have accountability for, and visibility into, Accolade’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.
• Lead internal cross-functional initiatives and external customer activities that result in improved service delivery and member outcomes.
• Manage and lead customer reporting delivery, including execution of quarterly strategic partnership meetings.
• Partner closely with Customer Implementation and Product organizations on:
• Partner with and influence Operations to address areas of opportunity, drive process innovation and improvement in order to meet/exceed customer objectives and maintain contract adherence.
• Partner with health plans and vendor partners to work effectively with Accolade to deliver service for customers.
• Participate in analyzing results or service delivery issues and assist in identifying the appropriate administrative solution.
• Lead cross-functional teams when managing customer issues. Manage all customer-focused activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.).
• Facilitate customer education regarding Accolade product updates and changes. Lead onsite visits, content, and cross-functional participation.
• Deliver customer reports on time with suggestions or insights on trends, opportunities, and value being created.
• Plan and execute customer operational status meetings (including agenda development, cross-functional facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner.
• Identify gaps in process and work with the appropriate parties to create new or revise current processes.
• Strive to achieve 100% reference-ability on customer experience.
• Responsible for, along with the Director, overall customer performance, including the delivery of customer revenues both fixed and variable.
• Use influence and action to drive results.
• Drive for 100% customer retention.
• Take full ownership in shaping and executing renewal strategies to ensure seamless continuation of services.
• Drive growth by proactively identifying and prioritizing membership expansion opportunities that align with customer needs.
• Ensure expansions are not only operationally sound but also strategically positioned to strengthen long-term customer relationships and deliver measurable business outcomes.
• Collaborate cross-functionally to ensure renewal and expansion strategies are executed with precision, driving customer satisfaction and overall account growth.
• Actively seek out and own opportunities for cross-sell and up-sell across the customer portfolio, ensuring every touchpoint reinforces Transcarent’s ability to bring additional value.
• Serve as the connector between customer needs and Transcarent’s portfolio of solutions, ensuring the right internal stakeholders are engaged at the right time.
• Lead expansion initiatives from identification through contracting and implementation, ensuring accountability and flawless execution.
• Maintain a strong focus on driving net new revenue growth while also enhancing customer outcomes, making expansion a core part of ongoing partnership success.
• New customer onboarding
• Service/product changes with existing customers
• Point solution offerings and implementation

Desired Skills

• An excellent team player, with a “can-do” attitude
• Hands-on, detail-oriented, methodical & inquisitive
• A motivated self-starter with a solid level of experience that quickly grasps complex challenges
• A skillful communicator with experience working with technical management teams
• A strong customer focus and metrics driven 
• A quick learner with a passion to challenge oneself outside of the comfort zone
• Fantastic collaborator, team player, negotiator, and influencer
• Fast fail entrepreneurial and innovative spirit
• Thrives in a fast-paced environment where continuous improvement is the norm and the bar for quality is extremely high
• Excited by the challenges of working in a team undergoing rapid growth serving millions of customers

The salary range for this role is:

$79800-$119700

Annual

Total Rewards 
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.  Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. 
 

Our benefits and perks programs include, but are not limited to: 

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO. 
• HDHP medical plan with generous employer contributions towards an HSA 
• 401(k) Retirement Plan with matching employer contributions 

• Open Time Off

• Accrued Sick & Safe Time Off 
• Generous Holiday Schedule + 5 floating holidays 

• Paid Parental Leave

• Subsidized commuter benefits programs 
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace  
• 1 Volunteer day per year 

Location 
You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US. 
 

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.