RethinkCare – Senior Client Success Manager (CSM)
RethinkCare is the first and only human- and web-based program to provide effective & affordable clinical best practice tools to support multiple populations within the neurodiversity community: employees caring for children/teens with learning and behavioral needs, neurodivergent employees, and the managers and organizations that support them. Developed by internationally recognized clinicians and leaders, Rethink empowers employees to pursue individualized skill-building and support both online and through 1:1 consultations, thus, reducing stress, creating a nurturing environment, and increasing productivity at work.
Job Summary
The Senior Client Success Manager (CSM) role provides support to the Client Success Team (CST) by working with a portfolio of strategic clients and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring client satisfaction and retention of Rethink’s book of larger clients / business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations, partnership with peers within the CS Team, interdepartmental collaboration and facilitates the overall positive value Rethink’s products and services provide to our clients.
Essential Roles and Responsibilities:
Customer Engagement:
Builds and maintains relationships with key HR decision makers and business leaders at the customer's organization to establish alignment on mutual goals and trust in future interactions.
Puts forward strategies and recommendations around driving engagement for members on behalf of the client. Understands / recommends communication strategies to drive utilization of our tools in the unique/custom needs of the clients’ goals, culture, resources and needs.
Actively monitors and proactively identifies trends in customer / member utilization of our tools and services. Acts as subject matter expert on how to interpret trends and analyses. Put together action plans to act on these trends.
Account Management:
Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by Rethink
Address and Promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional, and articulate manner.
Facilitates with product, operations, consulting BCBA (Board Certified Behavior Analyst), and other internal areas for resolution of client inquiries and issues. Sets strategies to address future needs as necessary.
Collaborates with third-party vendors and partners on behalf of the client to gather or communicate information and /or resolve issues.
Facilitates and leads in standard client processes such as, monthly meetings, quarterly or annual strategy sessions, contract renewals, communication strategies and requests. Is a strategic partner to the client in helping to promote and drive utilization of our tools and services.
Clearly communicate with Rethink leadership on client status, suggestions on how to increase engagement, value prop enhancement strategies and opportunities for improved client satisfaction.
Industry Knowledge:
Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities.
Understands ongoing and new potential threats the customers face.
Assists and/or works to understand the customers' business strategy and the direction of the industry.
Strong understanding of mental wellbeing market, needs, and challenges.
Professional Skills and Experience:
Bachelor’s degree or equivalent experience required
Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and C-suite individuals
Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team
Ability to manage complex situations to appropriate resolution
Strong customer service and communication skills
Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
Ability to analyze and process data and present it back to clients, showing impact of the program
Benefits:
- Generous health, dental, & vision benefits package
- Flexible paid time off
- 11 paid company holidays
- 401k + matching
- Parental leave
- Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.
Location: Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IA, IL, IN, KY, LA, MD, MA, MI, MN, MO, MT, NC, NE, NH, NJ, NV, OH, OK, OR, PA, RI, TN, TX, VA, WA, WI, WY
Our commitment to an inclusive workplace
RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities.
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Recruiting Fraud Alert: Job applicants should be aware that there are external parties posing as RethinkFirst recruiters. These scams may include fraudulent communications via social media platforms (such as LinkedIn), email, or requests to schedule interviews. Note that any recruiting related communication you receive from RethinkFirst would come from an @rethinkfirst.com e-mail address, @applytojob.com email address (via our talent acquisition system), ‘[email protected]’ email address, and/or be found on the Rethinkfirst.com website. Please also note that at no point during our recruitment process will we request any form of monetary payment. If you believe that you have been a victim of job recruiting fraud, you should file a report with your local law enforcement.
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Skills Required
- Bachelor’s degree or equivalent experience
- Minimum 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third-party vendors, and C-suite individuals
- Ability to prioritize workload and function independently with limited supervision and as part of a team
- Ability to manage complex situations to appropriate resolution
- Strong customer service and communication skills
- Knowledge of Microsoft Office Suite, Salesforce, Gainsight, and other client support systems
- Ability to analyze and process data and present program impact to clients
RethinkFirst Compensation & Benefits Highlights
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Healthcare Strength — Company materials highlight comprehensive medical, dental, and vision coverage alongside mental‑health resources, an EAP, and access to RethinkCare for employees and several friends or family members. Benefits snapshots and employer descriptions consistently portray health coverage as a strong element of the package.
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Leave & Time Off Breadth — Careers content describes generous PTO, paid sick/safe time, and paid holidays, with many roles operating flexibly or remotely to support work‑life balance. Third‑party listings reiterate broad time‑off offerings as part of the standard package.
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Wellbeing & Lifestyle Benefits — Access to RethinkCare, mental‑health benefits, an EAP, and remote/flexible work options underscore a holistic focus on wellbeing. Observations indicate these lifestyle supports are a distinctive part of the total rewards mix.
RethinkFirst Insights
What We Do
Rethink aims to provide families, educators and behavior healthcare providers affordable, best practice treatment solutions for children with special needs. Rethink is unique in our foot-print offering clinical support, best-practice tools, and research-based content via technology to all market segments, reaching more children with special needs than any other solution. Our platform supports curriculum planning, professional development, parent training, and tracking of student progress. Through video and online tools, we bring to life best practice teaching, treatment, and intervention strategies that help educators, parents, and clinicians personalize instruction for every child. The Rethink program is currently being used by employers, the US Department of Defense, Managed Care, Medicaid, federal, state and social service agencies, public school districts, and families nation- and worldwide.
Why Work With Us
Together, we’re a team of passionate, talented and motivated people working every day to help others live healthier, happier and more productive lives. Individually, we’re an incredibly diverse group of people who respect each other, celebrate our differences and unique talents and enjoy meeting new friends and colleagues along the way.
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RethinkFirst Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
RethinkFirst offers employees the opportunity to work remotely from the comfort of their home with occasional visits to the office in our beautiful Chelsea-based NYC office. Some roles have specific requirements around travel and in-office needs.
