Client Success Manager

About the role

The Client Success Manager at Blueberry Pediatrics serves as the single point of contact and trusted advisor for an assigned portfolio of clients, including health plans and employers. In this strategic and commercial role, you own the post-sale relationship end to end, driving member activation, engagement, retention, measurable outcomes, and add-on sales. You operate as a managing consulting partner who holds both Blueberry's internal teams and the client accountable to a shared improvement plan. The position requires you to be mission-aligned, working to turn every family's living room into a personal pediatric urgent care by leveraging home exam kits, concierge-like access, and AI-enabled pediatricians. You will focus on delivering affordable and near-instant clinic-level care, 24/7, while proving value through reduced medical costs and improved health outcomes for children and families. This role demands a strong sense of ownership, strategic thinking, and the ability to balance operational execution with commercial growth initiatives.

Key facts

What you'll do

• Serve as the single point of contact for assigned accounts, deeply understanding client business objectives, sold solutions, and expected outcomes to ensure collective goal exceedance.
• Maintain complete situational awareness across your accounts by ensuring you are looped in before and after any Blueberry interaction, preventing gatekeeping and fostering transparency.
• Drive activation and engagement by expanding the active, enrolled member base within existing accounts, which is the largest and most controllable growth lever in a per-member reimbursement model.
• Reduce churn and actively protect retention by keeping clients healthy, renewing, and expanding through proactive relationship management and value realization.
• Drive measurable clinical and member outcomes, such as reductions in avoidable emergency department visits, to prove Blueberry's value and justify account expansion.
• Operationalize a consistent client experience through structured QBRs, annual satisfaction surveys, mutually-agreed improvement plans, and executive sponsor alignment.
• Hold Blueberry's implementation, product, and support teams accountable for resolving client issues while ensuring the client team adheres to rollout commitments and timelines.
• Grow the account commercially by expanding into new populations and states, acting as a trusted advisor to key stakeholders and partnering with the hunter/sales team on net-new expansion opportunities.
• Manage competing priorities by triaging strategic objectives, such as a CEO's annual goals, alongside tactical implementation issues that arise during daily operations.
• Function as the operational project manager for your accounts, maintaining high-level visibility into day-to-day operations including implementation status, claims submission, and invoicing accuracy to identify friction points proactively.
• Leverage data-driven insights to guide decision-making and prioritize initiatives that deliver the highest impact on activation, retention, and account growth.
• Collaborate cross-functionally with internal teams to coordinate solutions, remove obstacles, and ensure seamless delivery of Blueberry's pediatric care platform to clients.
• Communicate progress, risks, and outcomes clearly and consistently to client stakeholders to maintain trust and alignment on shared objectives.
• Identify and escalate critical issues promptly to ensure timely resolution and minimal disruption to the client experience.
• Support the development and execution of account plans that align with Blueberry's mission of providing affordable, near-instant, clinic-level care directly in the home.

Requirements

• Bring 7+ years of experience in client success, account management, or strategic consulting, with direct accountability for retention and expansion in enterprise or health-plan relationships.
• Demonstrate a proven track record of growing existing accounts by increasing activation and engagement, reducing churn, and expanding into new populations, products, or geographies.
• Have experience selling or carrying a number alongside a sales team, including comfort leading commercial conversations and closing expansion deals.
• Possess healthcare experience, particularly in payer, Medicaid managed-care, or value-based/member-engagement models, providing familiarity with healthcare delivery and outcomes measurement.
• Show ability to manage high-stakes, mission-critical relationships in a fast-paced environment where operational and commercial responsibilities intersect.
• Exhibit strong analytical skills to interpret performance data, track key metrics, and translate insights into actionable account strategies.
• Demonstrate excellent communication and influencing skills to act as a liaison between internal specialists and client stakeholders at all levels.
• Display resilience and adaptability when managing multiple priorities, shifting timelines, and complex operational challenges inherent in scaling digital health services.

Practical notes

The role carries a competitive base plus a metrics-driven performance bonus and equity participation.