[Remote] Sr. Specialist, Customer Success

Note: The job is a remote job and is open to candidates in USA. Transcarent is a health and care platform that integrates medical, pharmacy, and point solutions, aimed at enhancing the health experience for consumers. The Senior Client Success Specialist will manage a portfolio of strategic client relationships, ensuring satisfaction and growth through proactive engagement and operational excellence. This role involves onboarding clients, conducting strategic reviews, and optimizing program utilization to achieve business outcomes.

Responsibilities

• Support the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clients
• Assist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholders
• Monitor client communications and flag potential risks, concerns, or opportunities to the Client Success Executive
• Maintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partners
• Assist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizations
• Support program implementation and communication across client organizations and their health plan partners
• Help facilitate meetings and ensure proper documentation and follow-up activities
• Support client retention activities and assist with renewal preparation and documentation
• Help identify potential growth opportunities and communicate findings to the Client Success Executive
• Assist with developing client success plans and tracking progress against established goals
• Provide administrative support for expansion discussions and coordinate with Client Success Executive as needed
• Monitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metrics
• Prepare standard reports and summaries to help demonstrate program value to clients and health plan partners
• Support implementation coordination of new services, features, or program enhancements
• Assist with cross-functional coordination and help manage project timelines and deliverables
• Serve as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resources
• Support client communications including meeting preparation, documentation, and follow-up activities
• Assist with preparing materials and presentations for client meetings and strategic planning sessions
• Help gather client feedback and communicate insights to appropriate internal teams
• Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
• Coordinate with marketing teams to ensure proper tracking of engagement opt-ins
• Support execution of client-specific engagement strategies and marketing materials
• Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)
• Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes
• Handle routine client inquiries and coordinate escalated issues with the Client Success Executive
• Provide administrative support including meeting coordination, documentation, and project tracking
• Assist with process improvements and help maintain best practices for client relationship management
• Support special projects and initiatives as assigned by the Client Success Executive and leadership team

Skills

• Bachelor's degree in Business, Healthcare Administration, Communications, or related field
• 5-7 years of professional experience in client success, account management, or strategic relationship management
• Proven experience managing complex B2B relationships with contract values of $100K- $2M+
• Demonstrated track record of achieving retention and growth targets in senior client-facing roles
• Experience working with healthcare organizations, health plans, insurance carriers, or strategic partnerships
• Advanced analytical skills with experience interpreting complex data and creating strategic insights
• Expert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) along advanced data analysis tools
• Strong verbal and written communications are essential to success in the role
• Healthcare or benefits industry experience, particularly with medical consultation, second opinion, or clinical advisory services
• Experience managing multi-stakeholder relationships involving clients, health plans, and strategic partners
• Background in HR, benefits administration, employee health programs, or healthcare consulting
• Experience with enterprise-level contract negotiations and renewal processes
• MBA or advanced degree in Healthcare Administration, Business, or related field
• Project management certification or experience leading complex, multi-stakeholder implementations

Benefits

• Corporate bonus program or a sales incentive (target included in OTE)
• Stock options
• Competitive medical, dental, and vision coverage
• Competitive 401(k) Plan with a generous company match
• Flexible Time Off/Paid Time Off, 13 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Company Overview