About the Role:
Brightline brings virtual behavioral and mental health care to families, when and where they need it. We are seeking an exceptional Client Success Director to manage a portfolio of health plans, developing long-term relationships and managing day-to-day activities. This role is vital in building strong relationships with our enterprise health plans and driving awareness of and engagement with Brightline across their eligible membership. Member engagement is ultimately what drives success for plans, employers, providers, and members, which is why Client Success has such a direct and meaningful impact on this core aspect of our business. The ideal candidate possesses a successful track record in Client Success, working directly with health plans.
As a member of the Client Success team, you’ll help shape the strategy aimed at ensuring the long-term success of Brightline’s health plan and employer clients and help countless numbers of children, teens, and their families along the way.
Why You Are Excited About Us:
This is a 100% remote role and will have the exciting opportunity to work directly with and build strong relationships and operational excellence with Brightline’s major national and regional health plans and additional partners.
Relationship-building:
Able to build relationships as a trusted and respected thought partner with multiple stakeholders (health plan, employers, consultant, and other vendor partners) at all levels of the organization, from C-level and senior executives to departmental leaders and individual contributors
Ensure 100% client retention, satisfaction, and reference-ability for your health plans
Long-term client management:
Day-to-day operational execution
Proactive identification and management of key risk areas
Developing and delivering strategic business reviews
Escalation management end-to-end
Maximizing client value:
Achieve targeted growth objectives for your health plans and generate referrals, sales references, and public-speaking opportunities from your health plans in line with quarterly goals
Ensure health plan portfolio ASO employers are reaching activation targets and clinical outcomes, and partner with health plan to get low performing clients back on track
Partner with commercial team on health plan sales training and pipeline management
Work with commercial leadership on refining contract structures as needed to maximize value for the plan and its clients and Brightline
Project management:
Manage internal executive and other departmental client updates along with appropriate risk identification and issue resolution tactics
Manage multiple complex projects in a timely manner, ensuring expectations are properly set and all success criteria are met
Collaborate and build close relationships with with internal teams (sales, account managers, CSMs, product/eng managers, member support, clinical teams, and others) on complex client projects
Demonstrate expertise at health plan risk identification and remediation/resolution
Product knowledge:
Be a subject matter expert on our product, knowing the specifics and functionalities and understanding common use cases and best practices and being able to confidently answer questions and present solutions to clients.
Why We Are Excited About You:
10+ years of experience in client management with health plans with a deep understanding of the healthcare ecosystem and pediatric mental health
6+ years of experience in digital health/healthcare, with a mixture of experience with both health plans strongly preferred
Experience in a high-growth, venture-backed environment strongly preferred
Ability to lead cross-functionally, including with marketing, operations, product, engineering, clinical, and finance
Strong presentation skills with the ability to craft a compelling story and value proposition
Passion for our mission to redefine behavioral health for children and their families
An understanding of the behavioral and mental health space and an innovative mindset to deliver exceptional, differentiated offerings
Exceptional skills in collaboration with internal and external teams and partners
Outstanding written and verbal communication to influence and inspire teammates
Experience with Gainsight or another client success platform preferred
Some client travel will be required for this role
Total Rewards
Insurance:
Medical + Dental + Vision + Disability + Life Insurance
Time off:
14 Paid Holidays + Flexible PTO + Sick Days + Parental Leave
Stipends/Reimbursements:
Learning and Development Reimbursement
Health and Wellness Stipend
Home Office Reimbursement
Financial Wellness:
401k
Stock Options
Community:
Remote, community-focused culture
Company wide meditations
Group workouts hosted by Brightline employees!
Company Offsites
Compensation Philosophy:
At Brightline, we have built a total rewards philosophy that includes fair, equitable, competitive, and geo-based compensation that is performance and potential-based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, well-being, and opportunity. In compliance with the Equal Pay for Equal Work Act, the annual base salary range for applicants is $108,000 - $162,000.
Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce
At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation that we build our mission upon. We are compelled to build a future where all families can access inclusive, high-quality care. We are committed to creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive. We are committed to systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems. We are committed to ensuring that every employee, candidate, client, and family we serve is valued and respected.
About Brightline
Brightline is on a mission to build a bright future for every child. We’re convening a team of leading clinicians, technologists, business leaders, and creative thinkers to completely transform behavioral health care for kids and families. Together, we’re building exceptional technology and real-world care to bring families a warm, supportive, and goal-oriented experience of care that will help them thrive.
Founded in 2019, Brightline is the leading comprehensive behavioral health platform for families, backed by $215M in funding from leading investors, including KKR, GV, Oak HC/FT and Threshold Ventures. As we grow quickly across the country, we’re looking for exceptional team members who, like us, are eager to transform behavioral health in this country and change lives.
United States
