Client Success Associate

Our Mission

At Big Health, our mission is to help millions back to good mental health by providing fully digital, non-drug options for the most common mental health conditions. Our FDA-clear digital therapeutics—SleepioRx for insomnia and DaylightRx for anxiety—guide patients through first-line recommended, evidence-based cognitive and behavioral therapy anytime, anywhere. Our digital program, Spark Direct, helps to reduce the impact of persistent depressive symptoms.

In pursuit of our mission, we’ve pioneered the first at-scale digital therapeutic business model in partnership with some of the most prominent global healthcare organizations, including leading Fortune 500 healthcare companies and Scotland’s NHS. Through product innovation, robust clinical evaluation, and a commitment to equity at scale, we are designing the next generation of medicine and the future of mental health care.

Our Vision

Over the next 5-10 years, we believe digital therapeutics will transform the delivery of healthcare worldwide by providing access to safe and effective evidence-based treatments. Big Health is positioned to take the lead in this transformation.

Big Health is a remote-first company, and this role can be based anywhere in the US.

Join Us

The Client Success Associate owns the relationship and management of a portfolio of Big Health's small and mid-sized employer clients, with the goal of supporting enrollment and expanding engagement with our products. This individual will also support the overall Client Success team, ranging from (but not limited to) assisting with enrollment marketing campaigns, reporting, and developing slide presentations. The ideal candidate is willing to learn from their peers, able to adjust to rapidly evolving environments, and isn't afraid to ask questions, leading with curiosity!

Key Responsibilities

• Build strong relationships with clients to become a trusted partner & advisor in supporting the mental health of client populations through utilization of Big Health’s products and offerings
• Manage and resolve day-to-day customer inquiries including eligibility, support of enrollment marketing materials, invoicing, member support inquiries, and workflows
• Support implementations and customer operations by actively managing action items and responding to client communications in a timely manner
• Identify opportunities to help clients expand engagement of our products within their populations
• Generate, customize, and analyze client level reporting. Reporting support may include reporting on small and mid-sized clients around member engagement and clinical outcomes
• Become a product expert and internal champion for clients as we improve our products

Required Qualifications

• At least 1 year of enterprise account management experience
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with different stakeholders to resolve issues
• Strong empathy for customers and their success
• Ability to manage deadlines and prioritize in a fast-paced environment
• Strong attention to detail
• Outstanding written and verbal communication skills
• Growth mindset and willingness to partner and learn from your peers
• Desire to develop presentation and storytelling capabilities through PowerPoint
• An interest in healthcare, health tech, & mental health, and a passion for directly improving peoples’ lives

Background and Life at Big Health

Backed by leading venture capital firms

Big Health’s products are used by large multinational employers and major health plans to help improve sleep and mental health. Our digital therapeutics are available to more than 62 million Medicare beneficiaries

Surround yourself with the smartest, most enthusiastic, and most dedicated people you'll ever meet—people who listen well, learn from their mistakes, and when things go wrong, generously pull together to help each other out. Having a bigger heart and a small ego are central to our values

Enjoy benefits including a generous vacation policy, professional development fund, flexible working arrangements, and more

Competitive salary packages including stock options

We at Big Health are on a mission to bring millions back to good mental health, in order to do so, we need to reflect the diversity of those we intend to serve. We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect. Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Big Health participates in E-Verify for all new hires in the United States.

Big Health may use artificial intelligence tools (AI) to support certain US hiring processes, such as reviewing applications, analyzing resumes, or assessing responses. These tools may assist our US recruitment team, but do not replace our human judgment. Our recruitment process is supervised by humans and final hiring determinations are ultimately made by humans. Big Health does not use AI to support its UK hiring processes.

The US total compensation range for this full-time position is $65,000 - $95,000. This range reflects the target total compensation for the role and may include a combination of base salary, bonus, or variable pay, equity, and benefits.

Our compensation ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target total compensation for hires across all US locations. Within the range, final candidate-specific compensation is determined by additional factors, including job-related skills, experience, and relevant education or training.

Key skills/competency

• Account Management
• Client Relationship Management
• Customer Support
• Enrollment Marketing
• Client Reporting
• Data Analysis
• Presentation Skills
• Problem Resolution
• Healthcare Industry Knowledge
• Mental Health Advocacy