Senior Partner Success Manager

The Role

The Senior Partner Success Manager owns Brook’s most strategic healthcare partnerships across Southern New England — the health systems, provider groups, and health plans that count on Brook to run continuous, remote care for their patients between visits. The role carries the full weight of each relationship: the clinical outcomes, the commercial growth, and the executive trust that keeps a partnership expanding rather than stalling.

This is the right fit for someone who has carried enterprise healthcare relationships, can hold a room with a CMO and a CFO, and reads a performance dashboard as readily as a contract. It is not the right fit for someone who wants a defined lane, a single point of contact, or a book that runs itself.

What You’ll Own

• Strategic Partner Leadership

• Enterprise and high-value partners stay anchored to Brook because you build durable, multi-threaded relationships across their clinical, operational, and executive ranks — never a single fragile point of contact.
• Every partner has a living account plan that ties Brook’s capabilities to their goals, so growth is deliberate rather than reactive.
• Complex or at-risk partner situations land with you first, and you drive them to resolution.

• Account Ownership & Growth

• You own the commercial relationship end to end — quarterly business reviews land on measurable outcomes and a forward-looking plan, not a status recap.
• Expansion happens across service lines, locations, and provider groups because you identify, qualify, and drive the opportunities forward.
• You coordinate the internal discussions on renewals, contract changes, pricing adjustments, and program expansion — and keep at-risk accounts on a mitigation path before they slip — partnering with the VP of Partner Success on enterprise-level negotiations.
• Partner feedback reaches Product, Clinical Operations, and leadership in a form they can act on, so the roadmap reflects what partners actually need.
• Cross-functional work moves because you coordinate with Partner Operations, Product, Sales, and Data, and bring a structured point of view to internal teams about what partners need to succeed.

• Performance & Insight

• Partners see their clinical and financial outcomes as a clear, executive-ready story because you turn activation, utilization, and outcome data into narrative — not just numbers.
• Each partner has defined success metrics tracked against Brook’s strategic targets, and you use the data to shape growth plans and interventions.

• Team & Practice

• Newer PSMs ramp faster and the whole team gets sharper because you mentor peers, share playbooks and templates, and help evolve how Partner Success works.
• You support hiring, onboarding, and training as the practice scales.

Knowledge, Skills, and Abilities

• 5–7 years in partner success, customer success, account management, or strategic healthcare partnerships, with meaningful time owning enterprise or high-value accounts.
• A track record of driving measurable retention and expansion with healthcare partners, and of leading executive-level business reviews, contract, and expansion conversations.
• Strong analytical instincts — you interpret performance data and turn it into strategic recommendations executives can act on.
• Comfort owning the full account-management function, including coordinating contract and pricing discussions with internal leadership.
• Confidence operating with C-suite, clinical leadership, and operational teams alike.
• Bachelor’s degree or equivalent practical experience.
• Comfortable working across systems and using AI to drive progress and change, with the judgment to verify output before relying on it.
• Clear written and verbal communication with both technical and non-technical partners.
• Curiosity about the healthcare operations behind the work.

Preferred Experience

• Experience with health systems, ACOs, FQHCs, or value-based care organizations.
• Direct experience with Remote Patient Monitoring (RPM), Chronic Care Management (CCM), or related remote care services.
• Experience mentoring or leading customer-facing teammates.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, or Gainsight.