Client Success Specialist

Role Overview

We are seeking a highly organized and detail-oriented Client Success Specialist to support the Client Success team by managing escalations, operational exceptions, and internal coordination across client accounts. This role is not client-facing and works closely with Senior Client Success Managers to ensure timely resolution of issues impacting employer clients and members.

The Client Success Associate acts as the central hub for escalations and operational troubleshooting, partnering with internal teams including Clinical Operations, Product, Pharmacy, Member Support, and Marketing to investigate and resolve issues. This role ensures that exceptions are tracked, addressed quickly, and communicated internally so Client Success Managers can maintain strong client relationships.

This is an ideal role for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and excels at cross-functional coordination.

Key Responsibilities

Escalation Management

• Serve as the central intake point for escalations from Client Success Managers across all employer clients.
• Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows.
• Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution.
• Track escalations and ensure timely follow-up until resolution.

Exception Handling

Manage operational exceptions across client accounts, including:

• Eligibility discrepancies
• Prescription or pharmacy workflow issues
• Device shipment issues
• Benefit configuration questions
• Program enrollment anomalies
• Document exceptions and ensure consistent handling across clients

Cross-Functional Coordination

• Work closely with Client Success Managers, Member Support, Clinical teams, Product and Engineering, and Pharmacy operations.
• Ensure issues are routed to the appropriate teams and resolved efficiently.

Escalation Tracking & Reporting

• Maintain a centralized tracker of escalations and exceptions.
• Identify recurring issues and trends across clients.
• Provide regular updates to Client Success leadership on escalation themes and resolution timelines.
• Partner with Product and Operations to help prevent future issues.

Process Improvement

• Identify opportunities to improve workflows and reduce operational friction.
• Document escalation processes and exception protocols.
• Help build scalable processes as the client base grows.

Benefits

• Health, vision, and dental plans
• 20 vacation days (for full-time employees)
• Flexible, hybrid working model