Partner Success Manager

Key Responsibilities

• Serve as the relationship owner for active partnerships, maintaining regular communication and ensuring partner satisfaction and engagement
• Build trust and credibility with partner stakeholders across all levels and regions through consistent, informed engagement
• Act as the "voice of the partner" internally, translating feedback and requirements into actionable insights for product, operations, and clinical teams
• Determine opportunities for program enhancement and increased utilization within existing partnerships
• Identify bottlenecks in the partner journey and drive resolution cross-functionally
• Design and lead partner-facing engagement initiatives in response to what the data and field are surfacing, with clear outcome tracking

Program Optimization: Metrics & Performance

• Own visibility into the key metrics that indicate program health (e.g., referral volume, SLA trends, approval rates, utilization and revenue trends, conversion rates)
• Use key metrics to drive priorities and strategic interventions
• Own partnership performance analytics and reporting, tracking key metrics and demonstrating value creation
• Identify trends and outliers in program data, diagnose root cause, and drive resolution through the right internal team

Implementation Execution

• Lead end-to-end implementation planning and execution for new partnerships, managing relationships from contract signature through program launch
• Develop and refine standardized implementation processes and documentation to ensure consistent, efficient partner onboarding
• Cook up and coordinate cross-functional teams including operations, clinical, and technical resources to deliver successful program launches on time and within scope

Qualifications

• Required: Clinical degree or licensure (OT or related healthcare credential), 3+ years of project management, consulting, partner/account management, or relevant experience in healthcare, preferably with managed care organizations, Medicaid, or other healthcare payers, demonstrated experience managing complex implementations or program launches, understanding of healthcare payer operations, including knowledge of Medicaid, managed care, and value-based care models, strong analytical skills with the ability to interpret performance and program data, consultative approach with strong problem-solving abilities and client relationship management skills, excellent communication skills with the ability to translate clinical and operational concepts for diverse stakeholders
• PREFERRED: Prior experience with NY Medicaid HCBS programs (e.g., NHTD/TBI, SCN) or similar state-based programs, Knowledge of home and community-based services (HCBS), population health, and/or social determinants of health programs, Experience with healthcare technology implementations or health plan operations, Experience working in a fast-paced startup or high-growth environment, Lives in NY tristate area

How We Invest In You

• Generous company-funding of our health, vision, and dental plans
• HSA plan with company seeding
• FSA plan
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• Hospital Insurance
• 401k immediately upon hire
• Generous candidate referral program
• Yearly wellness stipend
• Time Away: Unlimited PTO + 10 paid holidays
• Remote First Team: $1000 stipend towards work from home costs
• Frequent team off-sites and get-togethers around the country
• Collaborative team environment
• Monthly Townhalls
• High trust environment
• A laptop and company swag upon hire
• Compensation Range: $100,000-$110,000/year + company equity