Senior Customer Success Manager

At Rezilient, we're redefining what primary care looks like by making it more accessible, seamless, and patient-centered. Through our innovative CloudClinic model, we combine virtual provider visits with smart, tech-enabled infrastructure to deliver timely, personalized care. As we continue to grow our presence in the Raleigh market, we're looking for a data-savvy, field-present leader with real healthcare delivery experience to help support and strengthen one of our most important health system partnerships.In this role, you will serve as Rezilient's primary on-site Customer Success presence in Raleigh and be a trusted day-to-day member of the team that partners alongside a leading local health system. While our broader Customer Success team is based in St. Louis, you will operate locally, building relationships, driving engagement, and ensuring our care model delivers meaningful impact for the communities we serve.This role is ideal for someone who thrives in a dynamic environment and enjoys balancing autonomy with collaboration. You will work closely with our St. Louis-based Customer Success team, as well as our Sales, Growth, and Clinical Operations partners, to drive member engagement, strengthen client partnerships, and support Rezilient's continued growth in the region.Key ResponsibilitiesData-Driven Engagement & Member UtilizationDrives Rezilient's member engagement outcomes for our Raleigh-based partnerships, with utilization and activation metrics serving as key indicators of successBuild and maintain a rigorous tracking framework for engagement KPIs, monitoring activation rates, utilization trends, drop-off points, and population health patterns to continuously inform strategyTranslate engagement data into clear, compelling insights for both internal stakeholders and client leadership teamsDevelop, test, and refine engagement campaigns by measuring effectiveness, adjusting tactics, and documenting successful approaches for the broader Customer Success teamPartner with Clinical Operations and Product teams to surface utilization insights that help inform service improvements and program designOnsite Client Presence & Member EngagementServe as Rezilient's primary onsite representative with our partners, maintaining a visible and trusted presence across client locations through activities such as benefit fairs, lunch-and-learns, employee pop-ups, and targeted outreachUse engagement data to guide where and how outreach efforts should be focused in order to increase awareness and utilizationPartner with client HR, benefits and marketing teams to develop communication strategies that resonate with their employee populations and organizational cultureBuild authentic relationships with frontline employees and clinical staff, helping them understand and adopt Rezilient's care modelSales & Growth CollaborationPartner closely with the Sales and Growth teams to support business development efforts in the Raleigh market, including participation in demos, discovery conversations, and prospect discussionsBring credibility and real-world insights to Sales conversations by sharing outcomes and engagement learnings from existing partnershipsIdentify opportunities to deepen existing client relationships and collaborate with Sales to thoughtfully pursue those opportunitiesContribute to Rezilient's broader presence in the Raleigh region by building relationships within the local employer, health system, and benefits communitiesClient Engagement & PartnershipServe as the primary on-site point of contact for our Raleigh-based employer partnerships, supporting both long-term strategy and day-to-day collaborationDevelop a strong understanding of the client's population health goals, workforce demographics, and healthcare utilization patterns in order to inform engagement strategiesLead regular business reviews with client leadership, presenting utilization insights, engagement outcomes, and forward-looking recommendationsAct as the voice of the client internally, ensuring insights from the field inform product, clinical, and operational improvementsCustomer Success Team CollaborationWhile you will operate with significant independence in Raleigh, you remain an integral part of a four-person Customer Success team, partnering with your St. Louis-based colleagues on implementations, onboarding projects, and cross-client initiativesShare engagement playbooks, data frameworks, and field learnings from the Raleigh market to help strengthen how the team supports clients nationallySupport other client escalations, growth initiatives, and implementation needs as a collaborative team member, even when working across geographiesContribute to the continued evolution of the team's data infrastructure, reporting practices, and engagement methodologies as Rezilient scalesRequirements5-7 years of experience in customer success, healthcare account management, employee benefits consulting, or a similar client-facing role within healthcare services specifically managing large health systems or hospital accountsA data-driven mindset, with the ability to analyze utilization data, identify patterns, and develop engagement strategies informed by measurable insightsProven experience improving engagement, utilization, or adoption within complex healthcare or enterprise environmentsComfort working in an environment where processes continue to evolve and team members contribute to building and refining how we operate. Prior startup or early-stage company experience is a plusAbility to operate independently while remaining highly collaborative with remote teammates. This role requires initiative, ownership, and strong self-directionExperience navigating the intersection of startup agility and enterprise healthcare environments, with the ability to build credibility and trust within large, complex organizationsStrong experience working with HR leaders, benefits teams, and executive stakeholders within large employer or health system settingsComfort supporting sales-related activities, including demos, prospect conversations, and regional market developmentExperience in a clinical or healthcare delivery environment is strongly preferred. This could include work as a clinician, within clinical operations, care coordination, or other roles that provide direct exposure to how care is accessed and delivered. You understand the patient journey, not just the business caseExcellent communication and relationship-building skills across a wide range of audiencesHighly organized and able to manage multiple priorities and workstreams effectivelyRaleigh-based, with the ability to maintain regular onsite client presence and periodic travel to St. Louis HQ and other client locationsFamiliarity with tools such as Salesforce, HubSpot, Notion, or similar CRM and customer success platforms. Experience with data dashboards or reporting tools is a plusBenefitsThis opportunity offers the chance to shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future. You'll be part of a supportive, collaborative, and diverse team, with competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.