Position: Strategic Customer Success Manager

Department: Client Experience

Schedule: Full-Time / Remote

Who we are, Ready Rebound:

Ready Rebound, a national leader in healthcare navigation and support, is dedicated to revolutionizing healthcare delivery for our First Responders. Committed to providing elite healthcare navigation services, our focus is on supporting the health and well-being of those on the front lines, including fire, police, and public works professionals.

Who we are, Client Success:

Ready Rebound is in search of a dynamic and passionate individual to join our Client Experience team. The Client Success team plays a pivotal role in ensuring that clients derive maximum value from Ready Rebound services, from onboarding to ongoing support throughout the client lifecycle.

About the Strategic Customer Success Manager:

As a Strategic Customer Success Manager, you’ll be the trusted advisor to our high-value clients, ensuring they achieve their desired outcomes through our services. You will build deep relationships with key stakeholders, drive customer adoption, and identify opportunities for expansion, renewal, and long-term retention. This role is highly cross-functional, working closely with Sales, Product, Clinical, and Marketing teams to deliver an exceptional customer experience.

The ideal candidate will have strong project management skills, a data-driven approach to customer engagement, and the ability to articulate the value of Ready Rebound services in quarterly business reviews (QBRs) with clients.

Key Responsibilities, Duties, and Objectives:

• Own the post-sale relationship for a portfolio of accounts, ensuring successful onboarding, adoption, and long-term satisfaction.
• Build and maintain relationships across various customer teams, including HR, Public Safety, Leadership, Unions, and TPAs to ensure alignment and continued engagement.
• Monitor customer health scores and proactively address risk to prevent churn.
• Facilitate QBRs (Quarterly Business Reviews) and other strategic check-ins with executive stakeholders.
• Develop and execute strategic success plans tailored to customer goals and objectives.
• Identify opportunities for upsell, cross-sell, and expansion in partnership with Sales and Renewal teams.
• Track and report on key customer metrics, NPS, and usage trends.
• Provide training and education to clients to maximize service benefits.
• Monitor and drive customer engagement with Ready Rebound services, ensuring high adoption rates and identifying areas for improvement.

Qualifications & Experience

• 5+ years of experience in customer success, account management, or a related role within a healthcare, SaaS, or service-based industry.
• Proven experience managing enterprise accounts, including implementations and long-term relationship management.
• Strong project management skills with the ability to balance multiple priorities and stakeholders.
• Excellent communication and presentation skills, with the ability to deliver compelling QBRs and articulate value propositions.
• Data-driven mindset with experience leveraging customer insights to drive strategy and engagement.
• Ability to collaborate cross-functionally with sales, product, and operations teams to enhance customer outcomes.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar).
• Experience working with first responders, healthcare organizations, or municipal agencies is a plus.

Benefits and perks: Medical/Dental/Vision, Company Stock/Equity, 401K Plan, Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, flexible and fun work environment and more!

Ready Rebound is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.