Senior Manager, Client Success

We are a Chicago-based technology startup that is leading a new way forward for prescription care. We’re rethinking the pharmaceutical supply chain, introducing AI-driven marketplaces that drive down costs, and new consumer tools that guide decisions on care. Led by a team of industry experts, we’re fixing the high costs and broken experiences that define our pharmaceutical supply chain. We believe that better pricing, more information, and smarter tools can lower costs, empower consumers and help payers take control of their pharmacy benefits. The technology we’re building is the start of a new way of working together – making better outcomes possible for all.

Waltz Health Values

• Integrity: We are committed to protecting the value of clinical care across the pharmaceutical system. We are truthful and honest in our commitments with all our partners.
• Inclusion: We advocate for change that benefits us all, a smarter system that works together. We embrace our differences as well as the unique perspectives our employees and partners bring with them.
• Access: We are focused on breaking down barriers to bring choice back to the healthcare experience. We want to help all our partners get the right prescription care at the right cost.
• Accountability: We take ownership of the quality of our work and the outcomes we deliver. Our focus is on delivering a best-in-class experience for our partners while achieving bold targets.
• Progress: We believe in moving healthcare forward in everything we do. We strive for a culture that is innovating better ways to deliver pharmaceutical care.

Job Description

Waltz Health is looking for a driven, relational, and analytical Senior Manager, Client Success to lead and grow our relationships with clients. As a Senior Manager, Client Success, you will be the subject matter expert of clients within your portfolio – owning immediate client escalations, managing long term partnership growth, and functioning as the operational voice of the client within Waltz Health. You will also be responsible for regular reporting to client and internal Waltz stakeholders, tracking success to agreed upon metrics and driving improvements in program value.

In this role, you will report to the Director of Client Operations and partner closely with the analytics, marketing, product, and technology teams within Waltz. Success in this role requires an organized and analytical professional who combines strong project management experience with excellent communication and client engagement skills. Ability to adapt quickly and function effectively in a fast-paced environment is key.

You will primarily focus on the following responsibilities:

• Own Waltz Health pharmacy, health plan, and PBM client relationships, serving as the primary connection point between clients and Waltz Health.
• Nurture and grow client relationships: ensure delivery against client goals, identify ongoing client opportunities, and partner with Sales & Product to identify upsell opportunities.
• Report ongoing performance to clients and internal teams; manipulate data to identify actionable insights to improve program value.
• Coordinate among internal Waltz team to assess, prioritize, and deliver client escalations and enhancement requests in alignment with Waltz Health goals and priorities.

In the first 90 days, you will:

• Gain a strong understanding of Waltz Health products, clients, and processes.
• Bring the best of Waltz Health to clients, establishing trust and working to maximize value.
• Refine the plan for ongoing engagement with clients.

You will be successful at Waltz Health because you:

• Have a positive attitude and play well with others.
• Display superior organizational and time management skills, with the flexibility to adapt to changing circumstances and the ability to plan proactively.
• Are highly motivated, self-directed, and resourceful.
• Have a high level of pride in individual and group results.
• Have a consumer-first mindset, are passionate, and focused on delivering simple and compelling experiences.
• Are willing to travel up to 75% to client sites across all US states to gather feedback and learnings.

Additionally, you have the following experiences:

• Required:
  • 4+ years previous experience in client success, implementation, management consulting, and/or project management.
  • Desire to work hands-on, ability to thrive a fast-paced environment
  • Self-directed problem solver with experience developing and improving processes.
  • Strong experience with