Client Success Manager (Health Payers)

Blueberry's Mission: Our mission is to turn every family’s living room into their own personal pediatric urgent care. We combine home exam kits, concierge-like access, and AI-enabled Pediatricians to provide affordable and near-instant clinic-level care, 24/7. We believe every child deserves access to top-quality healthcare. We’ve proven that by drastically improving access and turning healthcare into a consumer-grade experience, we drive better health outcomes for children and families while dramatically reducing medical costs for parents and health plans (up to 50% reduction in ED costs). We are a mission and values driven company. You can learn more about our values HERE https://drive.google.com/file/d/1WbORoU9L17875Re3r0psjPcALDGUvDMa/view. 🫐 💙 Note: Beware of Scammers. Blueberry will NEVER ask you to download software/apps or request sensitive personal information like bank accounts or social security numbers. If you received an email requesting this information it is likely a scam. We are only accepting candidates through our job board. The Opportunity: The Client Success Manager is Blueberry's single point of contact and trusted advisor for an assigned portfolio of clients (health plans and employers). The CSM owns the post-sale relationship end to end (driving member activation, engagement, retention, measurable outcomes, and add on sales) while operating as a managing consulting partner who holds both Blueberry's internal teams and the client accountable to a shared improvement plan. The role is strategic and commercial: satisfied, activated clients expand into new populations and states, and the CSM is the person who makes that growth happen, sometimes selling alongside the sales (hunter) team and sometimes selling themselves. What you’ll own: - Be the single point of contact. Understand your clients business, their business objectives, what has been sold along with the expected outcomes and ensure we collectively exceed those expectations. - Know everything happening in your accounts without being a gatekeeper. Anyone at Blueberry engaging your client loops you in before and after; you keep a complete picture of the relationship. - Drive activation and engagement. Grow the active, enrolled member base within existing accounts — the largest and most controllable growth lever in a per-member model. - Reduce churn and protect retention. Keep clients healthy, renewing, and expanding. - Drive outcomes. Deliver and socialize the clinical and member outcomes (e.g., avoidable-ED reduction) that prove Blueberry's value and justify expansion. - Operationalize a consistent client experience: QBRs, annual satisfaction survey, mutually-agreed improvement plans, and executive-sponsor alignment. - Hold everyone accountable. Hold Blueberry's implementation, product, and support teams accountable to resolve client issues; hold the client team accountable to their rollout commitments. - Grow the account commercially. Expand into new populations and states and become a trusted advisor to the client's key stakeholders. Tee up and partner with the hunter/sales team on net-new expansion; be in the room for commercial conversations whenever it makes sense. - Manage scope. Triage across the strategic (a CEO's outcome goals for next year) and the tactical (an unresolved implementation issue) in the same day, and know when to escalate. - Act as the operational project manager for your accounts. Maintain high-level visibility and fluency in the day-to-day operations of your portfolio — including implementation status, claims submission, and invoicing accuracy — ensuring you can proactively speak to these workstreams and identify friction points before they impact the client relationship. What Success Looks Like: Performance is data-driven and tied to the metrics you own, expected to center on: - Activation / active user base and retention (churn) - Account growth — new populations and states - Improvement over baseline client NPS / satisfa…