Sr. Specialist, Customer Success

About this role The Senior Client Success Specialist – 2nd.MD is responsible for independently managing a complex portfolio of strategic and enterprise client relationships within 2nd.MD's service line. This role serves as the strategic point of contact for assigned accounts, driving client satisfaction, retention, and growth through proactive relationship management, strategic consultation, and operational excellence. This individual will lead the full client lifecycle from onboarding through renewal while managing relationships with clients, health plans, and strategic partnerships to deliver exceptional customer experiences and business outcomes. The Senior Client Success Specialist manages a sophisticated portfolio of strategic and enterprise 2nd.MD clients, serving as their trusted strategic advisor and primary advocate within 2nd.MD. This individual is responsible for driving client outcomes, optimizing program utilization, identifying growth opportunities, and maintaining high levels of client satisfaction and retention. The role requires advanced business acumen, customer support skills, and the ability to work independently while managing complex relationships with clients, health plans, and strategic partnership organizations. A Day in the Life... Client Relationship Support • Support the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clients • Assist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholders • Monitor client communications and flag potential risks, concerns, or opportunities to the Client Success Executive • Maintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partners Multi-Stakeholder Coordination Support • Assist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizations • Support program implementation and communication across client organizations and their health plan partners • Help facilitate meetings and ensure proper documentation and follow-up activities Account Support & Administrative Services • Support client retention activities and assist with renewal preparation and documentation • Help identify potential growth opportunities and communicate findings to the Client Success Executive • Assist with developing client success plans and tracking progress against established goals • Provide administrative support for expansion discussions and coordinate with Client Success Executive as needed Program Monitoring & Reporting Support • Monitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metrics • Prepare standard reports and summaries to help demonstrate program value to clients and health plan partners • Support implementation coordination of new services, features, or program enhancements • Assist with cross-functional coordination and help manage project timelines and deliverables Client Support & Communication • Serve as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resources • Support client communications including meeting preparation, documentation, and follow-up activities • Assist with preparing materials and presentations for client meetings and strategic planning sessions • Help gather client feedback and communicate insights to appropriate internal teams Engagement & Marketing Tracking • Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs • Coordinate with marketing teams to ensure proper tracking of engagement opt-ins. • Support execution of client-specific engagement strategies and marketing materials • Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.) • Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes Administrative & Operational Support • Handle routine client inquiries and coordinate escalated issues with the Client Success Executive • Provide administrative support including meeting coordination, documentation, and project tracking • Assist with process improvements and help maintain best practices for client relationship management • Support special projects and initiatives as assigned by the Client Success Executive and leadership team What We Are Looking For... Required Qualifications • Bachelor's degree in Business, Healthcare Administration, Communications, or related field • 5-7 years of professional experience in client success, account management, or strategic relationship management • Proven experience managing complex B2B relationships with contract values of $100K- $2M+ • Demonstrated track record of achieving retention and growth targets in senior client- facing roles • Experience working with healthcare organizations, health plans, insurance carriers, or strategic partnerships • Advanced analytical skills with experience interpreting complex data and creating strategic insights • Expert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) along advanced data analysis tools • Strong verbal and written communications are essential to success in the role. Preferred Qualifications • Healthcare or benefits industry experience, particularly with medical consultation, second opinion, or clinical advisory services • Experience managing multi-stakeholder relationships involving clients, health plans, and strategic partners • Background in HR, benefits administration, employee health programs, or healthcare consulting • Experience with enterprise-level contract negotiations and renewal processes • MBA or advanced degree in Healthcare Administration, Business, or related field • Project management certification or experience leading complex, multi-stakeholder implementations Core Competencies • Strategic Leadership: Ability to work autonomously while leading complex, multi- stakeholder initiatives and driving strategic outcomes • Advanced Business Acumen: Deep understanding of business metrics, ROI analysis, healthcare economics, and strategic planning • Consultative Expertise: Skilled at identifying complex client needs and positioning strategic solutions that drive measurable outcomes • Executive Communication: Exceptional written and verbal communication skills with proven ability to present to C-level executives and health plan leadership • Complex Problem-Solving: Advanced capability to identify systemic issues and develop innovative solutions across multiple stakeholder organizations • Relationship Building: Proven ability to build trust and maintain long-term strategic relationships with diverse stakeholder groups • Results-Oriented: Demonstrated success in exceeding retention, growth, and satisfaction targets in complex, multi-stakeholder environments Partnership & Stakeholder Management • Multi-Stakeholder Navigation: Expertise in managing competing priorities and interests across client organizations, health plans, and strategic partners • Healthcare Industry Knowledge: Deep understanding of health plan operations, benefits administration, and healthcare partnership models • Strategic Partnership Development: Experience identifying, developing, and optimizing strategic partnership relationships • Contract & Negotiation Skills: Ability to navigate complex contract discussions involving multiple parties and competing interests Growth Opportunities • Lead strategic initiatives involving major health plan partnerships and enterprise client relationships • Develop expertise in healthcare industry trends and emerging partnership models • Opportunity for advancement to Client Success Manager or Strategic Partnership roles • Leadership development opportunities including team management and mentoring responsibilities Key Success Metrics • Client retention rate and renewal percentage (target: 95%+) • Net Revenue Retention (NRR) for assigned book of business (target: 110%+) • Health plan partner satisfaction and strategic partnership growth • Expansion revenue achievement and strategic partnership development • Client satisfaction scores across all stakeholder groups (target: 9.0+ NPS) • Time to resolution for complex, multi-stakeholder issues As a remote position, the salary range for this role is: $100,000 — $125,000 USD Who we are Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFinding ᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com , and follow us on LinkedIn . At Transcarent, our values guide everything we do: People First: We prioritize our Members, clients, and each other in every decision Care: Every decision starts with improving health and care for our Members Resilience: We push boundaries and take the uncharted path to change an industry Results: We take ownership, solve with speed, and deliver for our people and each other Humble and Human: We lead with humility, bring fun to tough moments, and go further together Total Rewards Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. Our benefits and perks programs include, but are not limited to: Competitive medical, dental, and vision coverage Competitive 401(k) Plan with a generous company match Flexible Time Off/Paid Time Off, 13 paid holidays Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance Mental Health and Wellness benefits Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.