Client Success Manager

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. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a Client Success Manager. 

The Client Success Manager role has the critical responsibility of ensuring value delivery and satisfaction for Memora’s clients. Memora Client Success Managers serve as their clients’ chief advocate within Memora, working 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 and 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 customer 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 customers 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 customer challenges, ensuring the needs of your customers are successfully met while also meeting any relevant business constraints
• You have a bias toward action and a “one team” mentality

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, PTO, Macbook, and a 401(k) plan

About Memora Health:

Memora Health helps healthcare organizations digitize and automate care journeys, making complex care delivery simple for patients and clinicians to navigate. Memora Health ingests existing data on clinical workflows, converts them into cohesive messaging journeys that guide patients through their care episodes, and automates the completion of simple follow-up tasks in the EHR. Memora's platform reduces care team notifications by nearly 40%, has an average patient NPS over 70, and improves engagement and clinical outcomes across diverse populations. Memora Health is headquartered in San Francisco, CA, with clients and team members around the world, and is backed by Andreessen Horowitz, Transformation Capital, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman's Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.

Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.