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