This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Strategic Partnerships and Client Success Manager is responsible for managing key health plan and risk-bearing organization relationships and driving day-to-day partnership execution. This role collaborates cross-functionally to ensure clients realize value from CareHive’s solutions, supporting revenue retention and expansion. Key Areas of Responsibility - Strategy and Market Planning - Support the development and execution of CareHive’s partnering strategy in collaboration with Site of Care leadership team. - Maintain a strong understanding of the competitive market and contribute to comprehensive go-to-market plans. - Build effective working relationships with internal stakeholders to ensure alignment on partnership goals, requirements, and execution plans. - Develop and maintain relationships with key contacts at partner companies (e.g., health plans, provider groups, risk-bearing entities), escalating executive engagement as appropriate. - Partner and Account Management - Serve as the primary day-to-day contact and strategic partner for a portfolio of health plan clients, ensuring CareHive exceeds expectations and delivers measurable value. - Lead client strategy and working sessions, coordinate problem solving, and proactively engage integrated teams across Product, Marketing, Operations, and Clinical to address client needs. - Establish operational discipline for assigned book of business, driving consistency in Client Success practices, client engagement cadences, and reporting. - Plan, schedule, and manage regular business reviews with partner companies to review program performance, outcomes, and ROI. - Oversee onboarding of new partner companies and ensure smooth transition into ongoing support and operations. - Collaborate with partner companies to identify areas for growth, innovation, and program optimization that can expand the partnership and increase revenue. - Co-develop new solutions and pilots with partners and internal teams to deepen engagement and validate new revenue opportunities. - Prepare, deliver, and follow up on presentations and reporting that communicate engagement trends, service delivery performance, and financial impact to partner stakeholders. - Proactively monitor client health, anticipate risks, and drive actions to support renewals and minimize churn. - Internal Collaboration and Leadership - Coordinate internal collaboration across departments to support partnership execution and issue resolution. - Maintain a detailed understanding of partner contracts for your accounts and ensure operational teams are aware of and meeting obligations. - Drive resolution of client escalations, coordinating internal resources and communicating clearly with clients until issues are fully resolved. - Surface client feedback and industry insights to internal teams (Product, Data Analytics, Engagement, Care Team, etc.) to inform product roadmap and innovation priorities. - Other duties as assigned. - Aligns with our values: People, Commitment, Aspiration, Trustworthiness & Impact. Qualifications - 7+ years of experience in client success, account management, partnerships or related roles preferably in healthcare, health tech or payer/provider environments. - Bachelor’s degree or equivalent experience. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Work From Home

• Lead the onboarding process for new clients, ensuring a smooth and structured experience from initial introduction through to system launch • Conduct onboarding and discovery calls with client teams to gather required information such as brand assets, service menus, tone-of-voice guidelines, and system access details • Coordinate onboarding timelines and maintain clear communication with clients to ensure deadlines are met • Act as the primary contact for clients during onboarding and early implementation • Maintain strong client relationships through proactive communication and regular check-ins • Gather client feedback during and after onboarding and relay insights to support product and service improvements • Work within the company’s internal platform to support the refinement of AI-driven workflows • Assist with testing messaging conversation flows before they are launched to ensure quality and user experience • Support the development and improvement of internal systems, prompts, and processes as the product evolves • Use AI tools and automation platforms to streamline internal operations and improve efficiency • Provide operational and administrative support to the Founder, including managing priorities, follow-ups, and meeting preparation • Assist with preparing materials for client meetings, investor discussions, and strategic conversations • Ensure communications and tasks are tracked and completed efficiently • Identify priorities and escalate key matters where necessary • Assist with refining proposals, presentations, and client-facing materials • Conduct research on potential clients and support outreach initiatives • Help refine sales and onboarding documentation as the product and service offering evolves.

• Lead a dedicated customer success team, fostering a culture of excellence and continuous improvement. • Act as a key advocate for clients within the organization, ensuring their needs and expectations are clearly communicated. • Develop and implement initiatives to enhance customer retention and drive growth. • Establish and monitor key performance indicators (KPIs) for customer success, providing regular reports and insights to the executive team.

• Proactively engage customers to maximize adoption and value realization, supporting the Customer Success team in achieving renewals and expansion goals. • Deliver impactful onboarding sessions, product trainings, and webinars that inspire confidence and promote product utilization. • Partner closely with Customer Success Managers to track customer health, identify opportunities for growth, and ensure customers reach key success milestones. • Continuously improve and scale our onboarding experience to enhance customer satisfaction and business impact. • Represent the voice of the customer internally, providing actionable insights to help shape product development and customer strategy.