Client Success Manager - Mid-Market

WeightWatchers is a global digital health company. 

We are the #1 doctor-recommended – and most clinically studied – behavioral weight health program in the world. For sixty years, WeightWatchers has helped millions build healthy habits and live happier, healthier lives.

As the science of weight health rapidly evolves, so does WeightWatchers. Today we are developing new clinical pathways for medication access, creating behavioral programs for chronic health conditions, integrating third-party services, and enhancing product personalization.

WeightWatchers has embraced technology, with our mobile app now the  primary tool for most members. While we continue to perfect our digital product, we are also designing new in-person experiences. With these diverse member touchpoints, our potential for impact has never been greater.

Who we are 

The WeightWatchers Client Success Team works with employers and health plans to incorporate our scientifically proven weight management program into their health and wellbeing benefits offerings. Our team champions the overall experience for our enterprise clients and their members. This team is responsible for driving growth, retention, and satisfaction by ensuring WeightWatchers is delivering program value and outcomes for members and their plan sponsors. The Client Success Team works with enterprise clients during implementation and post launch, through direct and channel partnership relationships.

What you will do

As the Client Success Manager (CSM) for the Mid-Market segment, you will be responsible for the day-to-day relationships and operations of this book of business, ensuring they are maximizing the benefits of the WeightWatchers programs.  The Mid-Market segment is a large book (150+) of small and medium businesses, typically with less than 5,000 eligible lives. The CSM will be responsible for optimizing and leading the processes to manage, retain, and grow the book in a low-touch, tech-enabled, scalable and efficient way.

This Client Success Manager partners with internal stakeholders including operations, marketing, sales, and strategy to inform and assist with managing and growing our accounts in this segment. This work includes, but is not limited to, finding and implementing scalable ways to drive upsells and engagement, managing the client renewal process, identifying gaps that are preventing growth, providing recommendations on how to close identified gaps, and helping to refine the playbook for the Mid-Market service model. 

The CSM will also conduct an in-depth analysis of the customer segment to identify common pain points, success drivers, and retention patterns. The CSM will develop and present data-driven recommendations to leadership on improving Mid-Market client engagement and satisfaction, service models, and product fit.  

The Mid-Market Client Success Manager will showcase an entrepreneurial spirit and be a natural  self-starter who is equally comfortable interacting directly with clients and providing consistent tech-enabled backend support.  The role requires strong prioritization, organization, communication and client facing skills.. 

• Oversee the lifecycle of the Mid-Market book of business starting at launch (post-implementation) of each client.
• Recommend and implement improvements to the service model to promote scalability, efficiency, and cost-effectiveness while maintaining high levels of customer satisfaction 
• Act as liaison with internal partners to service and maintain clients through all aspects of the client lifecycle for this segment.
• Conduct regular analyses of the client segment to ensure smaller clients continue to drive revenue growth while aligning to service model standardization and efficiency.
• Identify and implement tactics to drive sign-up engagement within Mid-Market book of business.
• Provide strategic input for the Mid-Market client implementation/onboarding process to ensure understanding of the client management model.
• Assist in informing and executing a growth strategy for accounts in this segment to ensure KPIs and revenue goals are being met.
• Collaborate with internal partners to create workflows and playbooks for scenarios within client lifecycle, such as contract renewals, low engagement, and upsells
• Ensure client records for the book of business are up-to-date in the CRM system (HubSpot)
• Develop relationships with external clients via email and teleconference in alignment with the defined model to ensure client retention and satisfaction are met
• Respond to client inquiries and issues in a timely manner; ensure lifecycle defines clear expectations for clients (e.g., response time SLAs)
• Support regular and ad-hoc client reporting requests, in alignment with service model expectations, to