Customer Success Manager

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Please note-we are only considering candidates located in the Central or Eastern Time Zone.

The Customer Success Manager is responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer’s voice is heard and understood. The Customer Success Manager ensures the customer experience is consistent with our brand. This individual serves as a trusted resource both internally and externally with extensive knowledge of the customer’s business and Accolade’s operating model; their influence ensure we are productively working together to create a mutually successful partnership.

A day in the life…

· Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.

· Manage and own the customer portfolio revenue retention and growth. Responsible for, along with the Director, overall customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results. Drive for 100% customer retention.

· Partner with the Director to develop the strategy and execution of renewals as well as product and membership expansions.

· In conjunction with the Director, develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.

· Ensure key stakeholders across our organization have accountability for, and visibility into, Accolade’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.

· Lead internal cross-functional initiatives and external customer activities that result in improved service delivery and member outcomes.

· Manage and lead customer reporting delivery including execution of quarterly strategic partnership meeting.

· Partner closely with Customer Implementation and Product organizations on new customer onboarding, service/product changes with existing customers and point solution offerings and implementation.

· Partner with and influence Operations to …