Client Success Manager

Job Description

LOCATION: Remote

JOB TYPE: Full Time

REPORTS TO: Member Engagement Marketing Lead

About Us:

At ianacare, we’re on a mission to support family caregivers with innovative solutions. We partner with employers and health plans to provide comprehensive support that reduces caregiver stress, improves well-being, and enhances productivity. In 2025, we launched our partnership with healthcare providers on the CMS GUIDE Model to support caregivers of patients with dementia. Designed to integrate with existing care ecosystems, our GUIDE product offers a dedicated, adaptive experience that empowers caregivers by streamlining coordination and delivering essential support.

We’re in an exciting growth phase and are looking for a passionate and organized person to join our team and drive successful partnerships within the healthcare sector, as well as manage new and existing employer clients.

About the Role:

As a Client Success Manager specializing in Healthcare Partnerships at ianacare, you’ll be the main point of contact for our healthcare clients, ensuring they get the most out of our GUIDE solution. This role requires a good understanding of the healthcare world, strong project management skills, excellent communication, and a proven ability to build and maintain solid client relationships. You’ll be responsible for driving adoption, maximizing client satisfaction, and finding opportunities to grow our healthcare partnerships and employer client base.

WHAT YOU’LL DO:

Client Onboarding and Implementation:

• Manage the onboarding process for new Employer and GUIDE clients, making sure things go smoothly and efficiently.
• Develop and maintain project plans, timelines, and deliverables for client implementations.
• Work with internal teams (e.g., sales, operations, marketing, product) to make sure all client needs are met.
• Lead client training sessions and provide ongoing support during the initial phase.

Client Relationship Management:

• This role is the primary point of contact for our Employer and GUIDE clients.
• Cultivating positive client relationships is key to this position – we pride ourselves in building strong, trusted relationships.
• The ability to deliver all types of news in a productive manner will set this position up for success.
• This position leverages positive client relationships to indirectly support yearly contract renewals, providing quarterly updates to the Member Engagement Marketing Lead on key accounts.
• Proactively communicate with clients to understand their goals, challenges, and needs and report biannually or quarterly on key success metrics.
• Conduct regular check-ins and progress reviews to ensure clients are happy and find ways to improve.

Drive Adoption and Engagement Opportunities:

• Work with clients to define what success looks like and track progress towards those goals.
• This role loves data. You will conduct regular business reviews, analyze user data, and show the value of ianacare’s solutions through ROI analysis and performance metrics.
• Proactively address any potential issues or road blocks to achieving our targets.
• Identify and share best practices to help clients get the best possible results.
• Manage our monthly live events (via Zoom or Microsoft Teams) for GUIDE and employer clients

We are All About Integrated Team Collaboration:

• Be the voice of the customer: Serve as a liaison between healthcare clients and internal teams (Product, Engineering, Marketing), advocating for client needs and feedback.
• Work closely with the Member Engagement Marketing Lead to align client success efforts with overall marketing and engagement strategies.
• Collaborate with the sales team to ensure a smooth handoff from pre-sales to post-sales.

What This Role Does Not Do

• This role is focused on the post-sales client relationship, not GUIDE operations.
• This role is not responsible for ianacare client activation numbers. That is the responsibility of the end-user engagement team. But they need to effectively communicate the status of activation.
• This role does not involve hands-on care coordination or direct service delivery to individual caregivers.
• This role does not require expertise in clinical healthcare or medical billing.
• This role does not create marketing content but makes sure it is distributed to the clients.

WHAT YOU’LL BRING:

• Demonstrates empathy and understanding of the challenges faced by caregivers.
• Proven track record of driving client satisfaction and achieving measurable results.
• Understanding of the healthcare landscape, including industry trends, challenges, and regulations.
• You are a do-er, you live and breathe in to-do lists and overall proactive and organized individual with excellent project management skills.
• Possess strong written and verbal communication skills, with the ability to clearly and effectively communicate with clients and internal teams. For example: you love creating slide decks, telling stories through data and testimonials, and crafting narratives around ianacare’s impact.
• Deeply understand our ianacare solution to bridge understanding for clients.
• Problem-solver with the ability to identify and resolve issues efficiently.
• Team player with a collaborative mindset and the ability to work effectively across different functions.
• Comfortable working at a scrappy startup and managing multiple priorities.
• Detail-oriented and committed to delivering high-quality results.
• Ability to travel as needed to clients.

PREFERRED QUALIFICATIONS/EXPERIENCE:

• 4+ years of experience in customer success, account management, or a similar client-facing role within the healthcare industry (health plans, hospital systems, healthcare technology).
• Experience (or willingness to learn) and work with employer clients, particularly in the HR/benefits space, is a plus.
• Experience with project management software and CRM systems (e.g., Hubspot and Iterable) is a plus.
• Experience or familiarity with Looker Studio (formerly Google Data Studio).
• Experience or willingness to learn event management (launch events with clients and our monthly programming for caregivers).
• A personal or professional understanding of family caregiving is a plus.
• Ability to work independently and towards measurable goals.

CULTURE & COMPENSATION:

• $80,000-90,000 per year, commensurate with experience and qualifications
• Remote work culture (some travel is required)
• Supportive, thoughtful, hard-working, resource-minded staff and management
• Stock Options
• 401k (no waiting period)
• Unlimited PTO: Enjoy paid holidays and an unlimited vacation policy for exempt full-time team members. (One you’ll actually use – we have a 2-week minimum!)
• Rest & Recharge Week: We take the week between Christmas and New Year’s off to ensure our team is fully recharged into the new year (dates will vary from year to year but will total a full week (five (5) business days))
• Work Hours: Flexible, reasonable work/life balance, Life doesn’t always work with our 9-5 schedules. We trust you to get the job done, even if it happens outside of traditional hours
• Health is wealth: We’re investing in your well-being. ianacare covers 80% of top-notch healthcare, dental, and vision benefits
• Flexible Spending Account (FSA) and Dependent Care Account (DCFSA)
• Parental Leave: We provide birthing parents: Up to 12 weeks paid leave. Option for 12 weeks at 100% pay, or 8 weeks at 100% and 8 weeks at 50%.
• Non-Birthing, Adoptive, and Foster Parents: Up to 8 weeks paid leave at 100% pay
• Home office allowance: $250 annually towards home office improvements, allowing employees to purchase items like ergonomic accessories or desks to enhance their remote work environment
• Location preference: Remote within the Eastern Standard Time Zones
• Annual 3 day onsite in Boston, MA; with the option to visit our headquarters in Boston a few times a year