Client Success Manager

We are seeking an experienced Client Success Manager to join the Stride Enterprise Partnerships team. This role will be responsible for managing our most complex Enterprise Partnerships, from our new portable benefits contributions partners, to our traditional SaaS partners. This is a highly collaborative role working with stakeholders across the entire organization as well as directly with partners. Initially, this role has no direct reports and will rely on cross-functional dotted-line support from key functions including Product, Marketing, Engineering, and Customer Support.

Responsibilities: 

• Drive implementation of newly acquired partners: You will drive the implementation from contract signature through to go-live for newly-signed partners. You will set clear expectations with our partners and create the structure, timelines, and governance to project manage the implementation across product, engineering, and other key areas of Stride, ensuring a smooth and timely launch. In addition, you will create an implementation playbook to serve as best practice for onboarding new partners in the future.
• Lead day-to-day operational support for partners: You will own the development and execution of each partner’s service delivery model (including governance, escalation, consistent communication, etc.) and drive day-to-day operational decisions that arise from partners working with your cross-functional partners in product, marketing, engineering, enrollment operations, etc. You will also ensure that each partner has a clearly-defined roadmap and milestones, and will track progress against those milestones on a regular basis to drive partner satisfaction and retention. This will also include creating partner deliverables such as QBRs, industry updates, and strategy recommendations.
• You will work to establish key metrics to measure partner success and track and communicate them on a regular basis. In addition to regular communication with partners themselves, you will also be responsible for providing regular internal updates and communications to Stride leadership on partner status, progress, and metrics.
• Become their trusted partner: Through leading implementation and day-to-day operations, you will develop solid relationships within each partner organization such that you become a trusted partner and are able to expand partner relationships within each account. You will work to understand what business problems our partners are facing and how we can assist them in accomplishing their business goals with our unique solutions. This will include managing the partner renewal process and identifying potential upsell opportunities.
• Serve as a strategic thought partner in pre-and post-sale business decisions: As a key member of the partner team you will also participate in structuring proposals and contracts, articulating how we tee our partners up for success once they partner with us, aligning the group on new product features and functionality to support your partners’ needs, among other key strategic decisions.

Qualifications:

• 5+ years of experience in partner or customer success, account management, or similar roles
• Experience leading effective cross-functional decisions and processes
• Strong written and verbal communication skills
• Ability to form strong relationships both internally and externally
• Previous healthcare experience, or a strong interest in the healthcare industry
• Occasional travel may be required

Nice-to-haves:

• Client success experience in a SaaS environment managing large enterprise partners
• Healthcare industry experience, specifically in ACA/Individual markets