Customer Success Associate

Summary

Join Omada Health's SMB customer success team as a Customer Success Associate! You will be responsible for managing client relationships, driving revenue growth, and ensuring high customer satisfaction within the small-to-medium sized business segment. Your role involves implementing and managing client programs, collaborating with internal teams, and developing strategies to improve customer loyalty and scale. This position requires a bachelor's degree, 2+ years of relevant experience, and strong communication and project management skills. Omada offers a remote-first work culture, flexible time off, and a comprehensive benefits package, including health insurance, retirement plan, and parental leave.

Requirements

• A bachelor’s degree and 2+ years of relevant professional experience
• Successfully managed complex projects and have an aptitude for using data to drive decisions

Responsibilities

• Foster and manage strong, strategic, long-term client relationships
• Independently own and execute new business and upsell client implementations
• Serve as the primary point of contact for all client, consultant, and partner questions in the SMB segment and collaborate with internal teams to investigate, triage, and resolve cases from our external stakeholders
• Contribute to individual and team-level operational metrics for CSAT, implementation, response time, and client churn
• Work side-by-side with our marketing, sales and client operations teams to maintain and enhance cross-functional processes
• Promote Omada outreach best practices through client adoption of Omada’s quarterly refresh campaign strategy
• Identify opportunities for scale and build strategic plans to execute
• Drive overall customer satisfaction, enrollments, and customer interest in additional products
• Contribute to team and cross-functional projects and initiatives

Preferred Qualifications

• Background or experience working in Healthcare and Digital Health
• Experience in startup to Fortune 50 company employee size (industry experience: manufacturing, retail, etc)
• Have a proven track record of driving revenue expansion and relationship development strategies
• Experience in or knowledge of field sales or account management
• The ability to demonstrate strong capabilities in the following areas: Written and Verbal Communication: clear articulation of goals and needs, listening and constantly seeking context, effectively representing Omada CX, both internally and externally
• Organization: Independently manage and prioritize needs for a high volume of accounts, from your email inbox habits, to your time management, to client deliverables and internal projects
• Client Facing Presentation :  sophisticated presentation skills in front of large and small audiences
• Customer Service: natural ability and desire to establish an exceptional customer experience while maintaining the best interests of Omada
• Problem Solving: calmly assessing and responding to challenges to current process, identify pain points, propose solutions
• Conflict Management: Remain calm in the face of external and internal escalations and involve leadership when necessary
• Self-motivated: proactive attitude and drive that stays a step ahead of client and company needs
• Collaboration: taking great pride in successful collaboration and outcomes achieved together
• A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Zendesk, Excel, PowerPoint, Google Suite, etc

Benefits

• Competitive salary with quarterly incentive compensation goals
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Two giftable Omada enrollments per calendar year
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions