User Success Lead

USER SUCCESS LEADThriveLink AI-powered care navigationContractor Remote | Assessment RequiredAbout ThrivelinkThriveLink extends the social worker workforce and multiplies frontline capacity for health plans, hospital systems, and social service organizations serving Medicaid and Medicare populations.About The RoleWe're looking for a User Success Lead who can own customer relationships from onboarding through strategic growth - while also helping us evaluate and expand our clinical and social service provider network. This is a contractor role to start, with the expectation of evolving alongside ThriveLink's growth. Candidates must submit a short written assessment with their application.What You'll DoStrategically grow customer relationshipsServe as the primary point of contact for health plan and hospital system customers. Identify opportunities to deepen engagement, expand usage, and demonstrate ongoing value.Support customers through onboarding and activationGuide new customers to first value quickly. Collaborate with implementation and operations to remove barriers, track milestones, and ensure smooth launches.Evaluate and grow the provider networkAssess clinical and social service providers for network fit. Build relationships with CHWs, case managers, and community organizations that expand ThriveLink's reach for Medicaid and Medicare populations.Surface insights that drive product and operationsTranslate customer and network feedback into actionable themes. Partner with the team to close gaps and improve the experience across the platform and service delivery.What We're Looking ForHealthcare or social services backgroundFamiliarity with Medicaid, Medicare, health plans, CHWs, or managed care organizations.Customer-facing experienceProven ability to manage complex relationships and drive retention, expansion, or renewal outcomes.Strong analytical skillsAbility to interpret engagement data, track account health, and use metrics to inform decisions and communicate value to customers.Provider network or credentialing knowledgeExperience evaluating or working with clinical or community-based service providers is a strong plus.Organized and self-directedComfortable working independently in a fast-moving, mission-driven startup environment.APPLICATION NOTECandidates will be asked to complete a short written assessment as part of the application process. The assessment is designed to help us understand how you think about customer success, data-driven decision-making, and provider engagement in a complex care environment.DIVERSITY STATEMENTThriveLink is committed to building a diverse team. We especially encourage candidates with lived experience in the communities we serve - Medicaid and Medicare populations - to apply.