Senior Customer Success Manager

Job Description

Job Description

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.

Data-Driven Engagement & Member Utilization

• Drives Rezilient’s member engagement outcomes for our Raleigh-based partnerships, with utilization and activation metrics serving as key indicators of success.
• Build and maintain a rigorous tracking framework for engagement KPIs, monitoring activation rates, utilization trends, drop-off points, and population health patterns to continuously inform strategy.
• Translate engagement data into clear, compelling insights for both internal stakeholders and client leadership teams.
• Develop, test, and refine engagement campaigns by measuring effectiveness, adjusting tactics, and documenting successful approaches for the broader Customer Success team.
• Partner with Clinical Operations and Product teams to surface utilization insights that help inform service improvements and program design.

Onsite Client Presence & Member Engagement

• Serve 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 outreach.
• Use engagement data to guide where and how outreach efforts should be focused in order to increase awareness and utilization.
• Partner with client HR, benefits and marketing teams to develop communication strategies that resonate with their employee populations and organizational culture.
• Build authentic relationships with frontline employees and clinical staff, helping them understand and adopt Rezilient’s care model.

Sales & Growth Collaboration

• Partner closely with the Sales and Growth teams to support business development efforts in the Raleigh market, including participation in demos, discovery conversations, and prospect discussions.
• Bring credibility and real-world insights to Sales conversations by sharing outcomes and engagement learnings from existing partnerships.
• Identify opportunities to deepen existing client relationships and collaborate with Sales to thoughtfully pursue those opportunities.
• Contribute to Rezilient’s broader presence in the Raleigh region by building relationships within the local employer, health system, and benefits communities.

Client Engagement & Partnership

• Serve as the primary on-site point of contact for our Raleigh-based employer partnerships, supporting both long-term strategy and day-to-day collaboration.
• Develop a strong understanding of the client’s population health goals, workforce demographics, and healthcare utilization patterns in order to inform engagement strategies.
• Lead regular business reviews with client leadership, presenting utilization insights, engagement outcomes, and forward-looking recommendations.
• Act as the voice of the client internally, ensuring insights from the field inform product, clinical, and operational improvements.

Customer Success Team Collaboration

• While 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 initiatives.
• Share engagement playbooks, data frameworks, and field learnings from the Raleigh market to help strengthen how the team supports clients nationally.
• Support other client escalations, growth initiatives, and implementation needs as a collaborative team member, even when working across geographies.
• Contribute to the continued evolution of the team’s data infrastructure, reporting practices, and engagement methodologies as Rezilient scales.

Requirements

• 5–7 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 accounts.
• A data-driven mindset, with the ability to analyze utilization data, identify patterns, and develop engagement strategies informed by measurable insights.
• Proven experience improving engagement, utilization, or adoption within complex healthcare or enterprise environments.
• Comfort 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 plus.
• Ability to operate independently while remaining highly collaborative with remote teammates. This role requires initiative, ownership, and strong self-direction.
• Experience navigating the intersection of startup agility and enterprise healthcare environments, with the ability to build credibility and trust within large, complex organizations.
• Strong experience working with HR leaders, benefits teams, and executive stakeholders within large employer or health system settings.
• Comfort supporting sales-related activities, including demos, prospect conversations, and regional market development.
• Experience 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 case.
• Excellent communication and relationship-building skills across a wide range of audiences.
• Highly organized and able to manage multiple priorities and workstreams effectively.
• Raleigh-based, with the ability to maintain regular onsite client presence and periodic travel to St. Louis HQ and other client locations.
• Familiarity with tools such as Salesforce, HubSpot, Notion, or similar CRM and customer success platforms. Experience with data dashboards or reporting tools is a plus.

Benefits

This 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 and a 401(k).