Senior Client Success Manager
Cylinder · United States
- Hybrid
- Full-time
- $152,000 / year
- United States
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Job highlights
- Manage high-value enterprise clients for a health tech startup.
- Drive client success, retention, and revenue growth strategies.
- Develop and execute client-specific communication and engagement plans.
- Collaborate internally with product, engineering, and sales teams.
- Requires 6+ years client management in health benefits.
About the role
About Cylinder
Founded in 2021 and offered as an employer benefit, Cylinder (formerly Vivante Health) delivers personalized, clinician-backed care to those suffering from digestive issues through its virtual health platform. Cylinder’s tech-forward, human-first program connects members to the right level of support at the right time through an easy interface, bringing the healthcare ecosystem together to align around member needs. Cylinder’s dedicated care teams help members proactively address their gut health from every angle – decreasing costs, reducing absenteeism, and improving their quality of life, at scale. Cylinder’s vision is to create a world where people receive convenient, personalized, and affordable access to the quality digestive healthcare they need to improve their overall health.
Position Summary
As a Senior Client Success Manager at Cylinder Health, you will manage a portfolio of some of our high value, high growth enterprise level clients. You will lead all key activities including ongoing service delivery, relationship building at the executive and lower levels, account strategy development, project expansion to meet growth targets and contract renewals. You will coordinate closely with your clients and marketing to develop communication strategies that drive member enrollment. You will serve as the connective tissue between Cylinder Clients and key internal stakeholders such as Product and Engineering, Finance, Sales, Member Services and Clinical Operations. This position demands a consultative approach, strong project management skills, and a commitment to delivering exceptional client experiences. This is an individual contributor role with the potential to grow.
Responsibilities Include:
Account Management & Client Success
- Provide exceptional account management throughout the project and contract lifecycle, ensuring continuous client satisfaction and support.
- Cultivate strong relationships across all levels within client organizations, including main points of contact and decision-makers, to foster partnership success.
- Drive annual revenue retention and growth by developing and executing account plans aligned with client and company objectives.
Data-Driven Strategy & ROI Communication
- Leverage data insights to inform and adapt account strategies.
- Interpret and effectively communicate ROI and clinical metrics to clients, highlighting their crucial value to both their organization and the Cylinder partnership.
Marketing & Engagement
- Lead the delivery of marketing campaigns that boost enrollment and engagement, ultimately contributing to client satisfaction.
- Collaborate with the Cylinder marketing team, utilizing your expertise to tailor existing materials and co-create new campaigns that address specific client needs.
You'll be a good fit here if you are:
- Self-motivated and passionate about the employer health benefits space with a desire to push yourself and continue learning
- An excellent communicator, a strategic thinker and able to align multiple stakeholders to drive decisions and action
- Partnerships and sales oriented to hit aggressive goals while still furthering client needs
- A highly detail oriented individual with an eye for process creation and improvement
- Comfortable in a fast-paced, dynamic start up environment
- Creative, innovative, and willing to share creative suggestions in a team environment
- Empathetic to our members’ GI health conditions and are driven to improve their outcomes
Desired Qualifications
- 6+ years of hands-on experience working with self-insured employers, payers, and TPA’s or previous experience in onboarding and ongoing management of large enterprise or strategic clients in a health-oriented industry
- 6+ years client relationship/account management experience with national payers and/or Fortune 500 employers
- Proven ability to hit sales goals/quotas
- Strong analytical capabilities, process improvement, and understanding of technologies such as: SalesForce, XLS, Project Management tools (e.g. ClickUp), Google Suite.
- Demonstrated expertise in strategic planning, executing and delivering projects on time and on budget while working in a fast-paced, high-energy, team-oriented environment.
- Bachelor's degree preferred or relevant work experience.
- Ability to travel 20% within the U.S.
Key skills/competency
- Client Relationship Management
- Account Strategy
- Revenue Retention
- Data Analysis
- ROI Communication
- Marketing Campaigns
- Stakeholder Alignment
- Project Management
- Sales Goals
- Health Benefits Industry
Skills & topics
- Senior Client Success Manager
- Account Management
- Client Relationship Management
- Enterprise Clients
- Health Benefits
- Digital Health
- SaaS
- Revenue Growth
- Client Retention
- Customer Success
- Salesforce
- Project Management
- Healthcare Technology
- Employer Benefits
- Virtual Health
How to get hired
- Tailor your resume: Highlight experience with self-insured employers, payers, TPAs, and Fortune 500 clients. Emphasize client relationship management and hitting sales goals.
- Showcase strategic thinking: Detail your experience in strategic planning, account strategy development, and delivering on-time, on-budget projects.
- Demonstrate analytical skills: Mention proficiency with CRM (Salesforce), project management tools, and data interpretation for ROI communication.
- Express passion for health tech: Convey enthusiasm for the employer health benefits space and improving member outcomes in your application and interviews.
- Prepare for startup environment: Be ready to discuss your comfort with fast-paced, dynamic, and collaborative team settings.
Technical preparation
Practice CRM navigation (Salesforce).,Prepare examples using project management tools.,Brush up on Excel for data analysis.,Review Google Suite collaboration features.
Behavioral questions
Describe managing demanding enterprise clients.,How do you drive revenue growth and retention?,Share an experience improving a client process.,How do you handle fast-paced startup environments?
Frequently asked questions
- What is the salary range for the Senior Client Success Manager role at Cylinder?
- The compensation range for the Senior Client Success Manager position at Cylinder is $137,000 to $152,000 annually. This range reflects the seniority and responsibilities of the role within the organization.
- What specific industries or client types does Cylinder focus on for its Senior Client Success Manager?
- Cylinder primarily focuses on enterprise-level clients, particularly self-insured employers, payers, and TPAs within the health benefits space. Experience with national payers and Fortune 500 employers is highly valued.
- What is the expected travel for the Senior Client Success Manager position?
- The Senior Client Success Manager role requires approximately 20% travel within the U.S. This travel is essential for building and maintaining strong relationships with key clients.
- Does Cylinder Health offer opportunities for growth in this Senior Client Success Manager role?
- Yes, this is an individual contributor role with stated potential for growth within Cylinder Health. The company culture encourages continuous learning and professional development.
- What technologies are commonly used by the Client Success team at Cylinder?
- The role requires familiarity with technologies such as Salesforce, Excel (XLS), various Project Management tools (like ClickUp), and Google Suite. Strong analytical capabilities are also key.
- What is Cylinder's approach to Diversity, Equity, and Inclusion (DEI)?
- Cylinder is committed to being an equal opportunity employer and believes in creating safe spaces where everyone can be their authentic selves. They welcome and embrace all identities, cultures, and backgrounds.
- What does 'clinician-backed care' mean in Cylinder's digestive health platform?
- 'Clinician-backed care' means that Cylinder's virtual health platform is supported by healthcare professionals. This ensures that the personalized care provided to members for digestive issues is evidence-based and expert-guided.
- How does Cylinder Health differentiate itself in the employer benefits market?
- Cylinder differentiates itself by offering personalized, clinician-backed care for digestive issues as an employer benefit. Their tech-forward, human-first program aims to reduce costs, absenteeism, and improve employee quality of life at scale.