Customer Success Associate - SMB

Omada Health is on a mission to inspire and nurture lifelong health, one day at a time. Omada's virtual care teams help individuals living with chronic conditions achieve long-term health improvements by combining the latest and breakthrough behavioral science. 

Job overview:  

Omada is hiring a Customer Success Associate to join our SMB customer success team supporting clients in the small-to-medium sized business segment with <3k employees. 

This person will help us implement, manage, and grow both new and existing customer base and is responsible for driving adoption, retention, and expansion for all our programs. 

Your day-to-day will include serving as a subject matter expert and point of escalation for all SMB customers; building and executing plans to accelerate revenue through Omada marketing best practices; ensure we meet or exceed enrollment forecasts; build scalable processes to support the SMB service model; and meet or exceed CSAT and NPS targets. This position reports to Omada’s Sr. Manager of Mid-Market Customer Success, and works closely with Sales, Marketing, and Client Operations teams.

• 60% of your job will be focused on leading SMB client needs and marketing strategy 
• 20% of your job will be focused on supporting new business and product expansion launches in SMB segment 
• 20% of your job will be focused on designing strategies to improve customer loyalty and  scale 

 

About you:

We are looking for individuals who thrive on challenges and are ready to grasp an exceptional opportunity in digital health. You thrive on building exceptional, deep connections with people. You know how to project manage complex tasks as an individual contributor. You utilize data to identify trends and develop processes to make impactful improvements. You are interested in a highly collaborative and cross-functional team role. 

 

Key Goals and Responsibilities

• Foster and manage strong, strategic, long-term client relationships
• Independently own and execute new business and upsell client implementations
• Drive best in class CSAT scores for both implementation and Customer Success Management performance (90%+ score with 75%+ response rate).

• Work side-by-side with our marketing, sales and client operations teams to maintain and enhance cross-functional processes
• Promote Omada outreach best practices through client adoption of 4+ marketing refresh campaigns per year.
• Identify opportunities for scale and build strategic plans to execute.
• Drive overall customer satisfaction, enrollments, and customer interest in additional products.
• Contribute to team and cross-functional projects and initiatives 
• Maintain < 4% annual customer churn.

 

You will love this job if you have:

• A bachelor’s degree and 2+ years of relevant professional experience
• Background or experience working in Healthcare and Digital Health.
• Experience in startup to Fortune 50 company employee size (industry experience: manufacturing, retail, etc)
• Have a proven track record of driving revenue expansion and relationship development strategies.
• Experience in or knowledge of field sales or account management
• Successfully managed complex projects and have an aptitude for using data to drive decisions
• The ability to demonstrate strong capabilities in the following areas:
• Written and Verbal Communication: clear articulation of goals and needs, listening and constantly seeking context, effectively representing Omada CX, both internally and externally
• Organization: Independently manage and prioritize needs for a high volume of accounts, from your email inbox habits, to your time management, to client deliverables and internal projects
• Client Facing Presentation:  sophisticated presentation skills in front of large and small audiences.
• Customer Service: natural ability and desire to establish an exceptional customer experience while maintaining the best interests of Omada 
• Problem Solving: calmly assessing and responding to challenges to current process, identify pain points, propose solutions
• Conflict Management: Remain calm in the face of external and internal escalations and involve leadership when necessary
• Self-motivated: proactive attitude and drive that stays a step ahead of client and company needs
• Collaboration: taking great pride in successful collaboration and outcomes ac