The Role
The Client Success Manager is responsible for managing enterprise healthcare customer accounts, ensuring successful deployment and value realization of digital therapeutics, while leading internal teams and leveraging data for insights and improvements.
Summary Generated by Built In
Our Mission
At Big Health, our mission is to help millions back to good mental health by providing fully digital, non-drug options for the most common mental health conditions. Our FDA-clear digital therapeutics—SleepioRx for insomnia and DaylightRx for anxiety—guide patients through first-line recommended, evidence-based cognitive and behavioral therapy anytime, anywhere. Our digital program, Spark Direct, helps to reduce the impact of persistent depressive symptoms.
In pursuit of our mission, we’ve pioneered the first at-scale digital therapeutic business model in partnership with some of the most prominent global healthcare organizations, including leading Fortune 500 healthcare companies and Scotland’s NHS. Through product innovation, robust clinical evaluation, and a commitment to equity at scale, we are designing the next generation of medicine and the future of mental health care.
Our Vision
Over the next 5-10 years, we believe digital therapeutics will transform the delivery of healthcare worldwide by providing access to safe and effective evidence-based treatments. Big Health is positioned to take the lead in this transformation.
Big Health is a remote-first company, and this role can be based anywhere in the US.
Join Us
The Client Success Manager (CSM) is a seasoned, customer-obsessed professional responsible for ensuring organizations are actively engaged, realizing value, and experiencing a smooth deployment of Big Health’s FDA-cleared treatments at scale. The CSM is accountable for renewal, expansion, and measurable clinical and financial outcomes across a strategic portfolio of customers, while contributing to the organization and refinement of internal processes and customer success playbooks that enable repeatable scale. This role requires an individual who is able to communicate simplicity in complex environments, build excellent client relationships, and leverage data to deliver for clients and to support our Go-To-Market strategy. They bring enterprise account leadership, healthcare operating fluency, and disciplined, outcomes-oriented execution.
Key Responsibilities
- Strategic Leadership
- Manage strategic, complex, and enterprise healthcare customers and develop account plans with clear goals, risks, and growth strategies (renewal, expansion, multi-site/service line scale).
- Build relationships with clinical, operational, IT, revenue cycle, contracting, finance, and executive sponsors; run executive business reviews (JOCs/QBRs) that align on outcomes and next-best actions.
- Drive onboarding across complex environments, ensuring adoption targets and value realization are met against success criteria.
- Standardize and improve CS playbooks.
- Synthesize learnings across accounts to inform repeatable approaches, internal processes, and continuous improvement.
- Internal Stakeholder Management
- Lead cross-functional workstreams across Marketing, Sales, Implementation, Clinical, Product, Market Access, and Legal to support the delivery of positive program outcomes, on time and in scope. Proactively identify and mitigate risks and issues.
- Partner with teams on renewal and expansion strategy; contribute to SOWs, amendments, and forecasting.
- Provide timely updates and executive-ready summaries to senior leadership and customer sponsors.
- Provider Engagement
- Partner with executive stakeholders, provider leaders, and clinical champions to drive utilization, adherence, and outcomes.
- Coordinate with internal teams and customer stakeholders to reach eligible populations and maximize activation.
- Monitor and optimize provider and program performance using data to define, measure, and improve success.
- Reporting and Documentation
- Maintain Salesforce as the single source of truth, rigorously updating account, opportunity, contact, activity, and forecast data to ensure clear visibility, accurate tracking, and cross-functional coordination.
- Build and leverage existing Salesforce dashboards/reports to surface adoption, risk, and growth signals for QBR and executive readouts.
- Develop and maintain executive-ready documentation, including account plans, steering committee materials, JOC/QBR decks, and value/outcomes reports.
- Analyze program performance and prepare concise reports and recommendations for customer executives and internal leadership.
- Support the Finance team in appropriate financial reporting, invoicing, forecasting, etc.
Required Qualifications
- 8+ years in Client Success, Account Management, or Consulting with significant ownership of large, complex healthcare accounts and a strong record of retention and expansion
- Bachelor’s degree required; MBA/MPH or relevant graduate degree preferred
- Deep familiarity with healthcare operations and change management within regulated environments required
- Excellent organizational and time-management skills; disciplined risk/issue management and deadline accountability
- Exceptional communication and interpersonal skills with demonstrated executive presence; able to build and sustain strong relationships across clinical, operational, and executive stakeholders
- Analytical fluency and the ability to translate utilization and outcomes data into credible ROI narratives
- Experience collaborating cross-functionally and coordinating complex programs
- Comfort with analytics tools (e.g. - Looker) and CRM/CS tools (e.g., Salesforce, Gainsight)
- Experience in digital health and/or behavioral health is a plus
Background and Life at Big Health
- Backed by leading venture capital firms.
- Big Health’s products are used by large multinational employers and major health plans to help improve sleep and mental health. Our digital therapeutics are available to more than 62 million Medicare beneficiaries.
- Surround yourself with the smartest, most enthusiastic, and most dedicated people you'll ever meet—people who listen well, learn from their mistakes, and when things go wrong, generously pull together to help each other out. Having a bigger heart and a small ego are central to our values.
- Enjoy benefits including a generous vacation policy, professional development fund, flexible working arrangements, and more.
- Competitive salary packages including stock options.
We at Big Health are on a mission to bring millions back to good mental health, in order to do so, we need to reflect the diversity of those we intend to serve. We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect. Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Top Skills
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The Company
What We Do
Big Health’s mission is to help millions back to good mental health. And we are well on our way, with more than 10 million people worldwide with access to Sleepio™ a digital therapeutic for insomnia and Daylight™ A digital therapeutic for anxiety. Join us!"
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