Senior Customer Success Manager

RethinkFirst

full-time

Posted on: 8/26/2025

Origin: • 🇺🇸 United States • Alabama, Arizona

✨ AI Apply

Senior

About the role

Build and maintain relationships with key HR decision makers and business leaders to align goals and drive trust
Recommend and implement communication strategies to increase member engagement and utilization of RethinkCare tools
Monitor and analyze customer/member utilization trends and create action plans
Respond to complex inquiries, resolve non-routine problems, and ensure client satisfaction
Coordinate with product, operations, consulting BCBA, and third-party vendors to resolve client issues
Lead standard client processes including monthly meetings, quarterly/annual strategy sessions, and contract renewals
Serve as a strategic partner to drive utilization, retention, and communicate client status to leadership
Maintain industry and mental wellbeing market knowledge to understand customer business strategy and threats

Bachelor’s degree or equivalent experience required
Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and c-suite individuals
Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team
Ability to manage complex situations to appropriate resolution
Strong customer service and communication skills
Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
Ability to analyze and process data and present it back to clients, showing impact of the program