[Hiring] Client Success Manager @Blueberry Pediatrics

Role Description

The Client Success Manager is Blueberry's single point of contact and trusted advisor for an assigned portfolio of clients (health plans and employers). The CSM owns the post-sale relationship end to end while operating as a managing consulting partner who holds both Blueberry's internal teams and the client accountable to a shared improvement plan.

• Be the single point of contact. Understand your clients' business, their business objectives, what has been sold along with the expected outcomes and ensure we collectively exceed those expectations.
• Know everything happening in your accounts without being a gatekeeper. Anyone at Blueberry engaging your client loops you in before and after; you keep a complete picture of the relationship.
• Drive activation and engagement. Grow the active, enrolled member base within existing accounts.
• Reduce churn and protect retention. Keep clients healthy, renewing, and expanding.
• Drive outcomes. Deliver and socialize the clinical and member outcomes that prove Blueberry's value and justify expansion.
• Operationalize a consistent client experience: QBRs, annual satisfaction survey, mutually-agreed improvement plans, and executive-sponsor alignment.
• Hold everyone accountable. Hold Blueberry's implementation, product, and support teams accountable to resolve client issues.
• Grow the account commercially. Expand into new populations and states and become a trusted advisor to the client's key stakeholders.
• Manage scope. Triage across the strategic and the tactical in the same day, and know when to escalate.
• Act as the operational project manager for your accounts. Maintain high-level visibility and fluency in the day-to-day operations of your portfolio.

Qualifications

• 7+ years in client success, account management, or strategic consulting, ideally owning a portfolio of enterprise or health-plan relationships with direct accountability for retention and expansion.
• A demonstrated track record of growing existing accounts — increasing activation and engagement, protecting retention, and expanding into new populations, products, or geographies.
• Experience selling, or carrying a number alongside a sales team. Comfortable leading commercial conversations and closing expansion.
• Healthcare experience, especially payer, Medicaid managed-care, or value-based/member-engagement models.
• Operating experience in an early-stage or high-growth environment — building process where none exists, balancing strategic and tactical work in the same day.

Requirements

• Performance is data-driven and tied to the metrics you own, expected to center on:
  • Activation / active user base and retention (churn)
  • Account growth — new populations and states
  • Improvement over baseline client NPS / satisfaction
  • Implementation velocity: days from contract signing to launch
  • Potentially member/clinical outcomes (e.g., ED)

Benefits

• Competitive base salary between $100,000 - $140,000 depending on location and experience.
• Performance bonus tied to the success metrics outlined above.
• Equity participation.

Company Description

Blueberry's mission is to turn every family’s living room into their own personal pediatric urgent care. We combine home exam kits, concierge-like access, and AI-enabled Pediatricians to provide affordable and near-instant clinic-level care, 24/7. We believe every child deserves access to top-quality healthcare.

We are a mission and values driven company.