Associate Customer Success Manager

Job Description:

Associate Customer Success Manager

Location

Remote

Employment Type

Full time

Location Type

Remote

Department

CommercialCustomer Success

Compensation

• Estimated Base Salary $76.3K – $89.7K

Virta Health is on a mission to transform type 2 diabetes and weight loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.

We are seeking a detail-oriented and proactive Associate Customer Success Manager to join our dynamic Customer Success team. On the Customer Success Team, you will be at the center of Virta’s mission, working directly with our clients and other members of the team to manage, grow, and expand Virta’s rapidly growing commercial book of business. In this role, you will work directly with customers while also acting as a strategic partner to our Customer Success pods – contributing to project management, client communications and reporting, presentation content creation, and process optimization. This role is ideal for someone with prior experience in a client-facing account management or project coordination role who is excited to grow in a fast-paced environment. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment.

Responsibilities

Account Management & Pod Support

• Build trusted relationships for a growing list of customers to enable account growth and ensure satisfaction, retention, and value

• Support accounts to develop key client deliverables, including marketing project plans and meeting presentations for client touchpoints and business reviews, highlighting utilization, performance, and expansion opportunities

• Use BI tools to pull and analyze customer-specific data for reporting, QBRs and ad hoc needs

• Participate in client business reviews and own strategic follow-ups

• Advocate for client needs and issue resolution cross-departmentally, provide continual feedback to internal teams on client needs

• Build and maintain a deep understanding of Virta’s organization, services offered, and processes

Project Management

• Create and manage internal tickets and workflows across key cross-functional partners, including Implementation, Analytics, Billing, and other teams to support client needs

• Support client data exchange operations in collaboration with the Implementation Team

• Assist with benefit fairs logistics, collateral customization, and post-event reporting; participate in onsite benefit fairs and vendor summits for strategic accounts

Process Optimization & Internal Collaboration

• Collaborate on improvements to SOPs and workflows, sharing learnings and opportunities as Virta continues to scale

• Help identify trends or common roadblocks and propose solutions to improve team efficiency and client satisfaction

• Help maintain Customer Relationship Management tools

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

• Immerse yourself in Virta's mission, products, and values

• Build relationships with collaborators across Customer Success, Implementation, and Product teams

• Learn core tools (Asana, JIRA, Salesforce, Looker) and workflows for tasks you will be performing

• Join client calls and begin completing tasks strategic clients

• Increase independence in handling routine customer tasks

• Make and share observations that contribute to workflow improvements

Must-Haves

• 3+ years experience in client management, customer success, or project coordination

• Passionate about client experience and health outcomes

• Ability to simultaneously manage and prioritize multiple projects and customer requests, keeping all stakeholders updated while managing customer expectations

• Strong communicator with excellent written and verbal skills

• Strong project management skills

• Curious, proactive, and eager to grow – asks "why" and proposes solutions

• Comfortable in a fast-paced and ever-evolving environment

• Strategic thinker and self-starter – able to proactively identify opportunities and execute to maximize value for the client value and drive growth

Preferred Skills

• Experience working in healthcare, digital health, or benefits administration a plus

• Familiarity with Salesforce, Asana, or other Client Management / Project Management /PM tools

• Basic proficiency in Google Slides or PowerPoint for client-facing content

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally

• You have a strong sense of ownership and take initiative while empowering others to do the same

• You prioritize positive impact over busy work

• You have no ego and understand that everyone has something to bring to the table regardless of experience

• You appreciate transparency and promote trust and empowerment through open access of information

• You are evidence-based and prioritize data and science over seniority or dogma

• You take risks and rapidly iterate

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

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Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $76,261 - $89,719. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.
Clinical roles: We currently do not hire in the following states: AK, HI, RI
Corporate roles: We currently do not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.

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