Senior Director, Client Success & Growth

About Carrum

Carrum is a health tech company dedicated to making value-based care accessible. We empower employers to provide exceptional patient experiences, reduce healthcare expenses, and improve outcomes through innovative technology and human-centered design. Since our inception in 2014, we have collaborated with Fortune 500 employers and leading hospitals nationwide. Our work has been recognized by Harvard Business School and featured in prominent publications such as TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe our potential is vast and are seeking exceptional individuals to help us achieve our full impact.

Carrum Health is an equal opportunity employer and values diversity in its workforce.

The Opportunity

At Carrum, our mission is to revolutionize the healthcare system, delivering an unparalleled patient experience. If you are driven by the prospect of transforming healthcare, eliminating surprise medical bills, enhancing quality, and reducing costs within an entrepreneurial and cutting-edge environment, we encourage you to connect with us.

Founded in 2014, Carrum pioneered the Centers of Excellence (COE) category in digital health. Today, 90% of the U.S. population has access to a Carrum COE within 50 miles, and our providers consistently rank among the top 10% nationally. Our team's achievements have garnered significant attention from the venture capital community, securing over $96 million in funding from investors including OMERS, Tiger Global Management, and Wildcat Ventures. The impact of our work has been validated by a 2021 RAND Corporation study and highlighted in a Harvard Business School (HBS) case study.

Carrum is at a pivotal growth stage, aiming for approximately 80% year-over-year revenue expansion. This ambitious goal hinges on success across two primary growth avenues: expanding our customer base through employer partnerships and significantly increasing utilization among existing members.

Role Overview

As the Sr. Director of Client Success and Growth, you will be the primary architect, relationship manager, and delivery lead for Carrum Health's most critical strategic partnerships. This high-visibility role demands a unique combination of executive relationship management skills and hands-on operational expertise. You will be accountable for the financial performance of each account, the strategic expansion of our services, the successful delivery of all program aspects (including experiential, operational, and technical), and overall client satisfaction. We are seeking a candidate with extensive experience in high-touch client services, coupled with a builder's, owner's, and operator's mindset. You should be equally comfortable presenting to C-suite executives as you are analyzing spreadsheets or developing technical migration roadmaps.

The salary range for this position is $200,000 - $240,000, commensurate with geography and experience level, in addition to equity and an annual bonus.

Key Responsibilities:

• Architect Modern Healthcare Partnerships: Go beyond relationship management to become the business owner for our largest, most strategic accounts. Adopt a P&L-centric approach, experimenting with new strategies to optimize revenue growth, margin health, and operational excellence.
• Drive Significant Clinical Impact: Lead clients in activating more Centers of Excellence within Carrum's network, with a particular focus on Substance Use Disorder (SUD) and Oncology programs—clinical areas with the potential for widespread life-changing impact.
• Excel in High-Stakes Operations: Thrive on complex problem-solving, from managing the business aspects of major platform migrations to coordinating with world-class providers across our Centers of Excellence Network.
• Bridge Strategy and Execution: Excel in a role that requires sophisticated executive engagement one hour and disciplined collaboration with Engineering and Operations the next. Expertly balance client-specific customizations with adherence to Carrum's scalable and efficient standards.
• Shape the Future of Value-Based Care: Play a crucial role in defining the benchmark for healthcare delivery and payment in the employer-sponsored market by collaborating with leading organizations and trendsetters.

Qualifications:

• Experience: A minimum of 10 years in Strategic Account Management, Healthcare Operations, or Management Consulting, with specific experience in the Healthcare Industry, particularly in Benefits Management.
• Demonstrated Ownership: A proven track record of successfully delivering complex, cross-functional initiatives encompassing business, operations, technology, and people. Ability to effectively engage with diverse stakeholders, including external clients, vendors, and internal teams (Operations, Product, Engineering, Compliance, Finance).
• High Emotional Intelligence: Possess a high degree of emotional intelligence and professional agility. Exhibit a proactive, highly organized demeanor, adept at "managing up" while driving execution.
• Financial Acumen: Deep understanding of healthcare economics, Cost of Goods Sold (COGS), and margin management. Meticulous attention to detail for financial audits and reconciliations, ensuring accurate administration of client-specific parameters and customizations.
• Technical Literacy: Capability to translate business needs into Engineering/Product deliverables, particularly concerning cloud migrations and platform scaling.
• Composure: A "steady hand" approach to crisis management and large-scale project navigation. Skill in artfully accommodating client customizations while advocating for and maintaining adherence to organizational standards and norms.

Why You'll Love Working With Us:

• Impactful Work: Join a dedicated, humble, and compassionate team focused on solving critical healthcare challenges. Collaborate with experienced professionals from backgrounds at Booz & Company, Livongo, 98point6, Google, and Optum. We leverage data-driven decisions, technology for efficiency, and creative thinking to shape the future.
• Esteemed Partnerships: Work with nationally recognized organizations, including top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health, as well as employers such as US Foods, United Airlines, and large public sector entities like the self-insured schools of California and the State of Maine.
• Empowerment and Collaboration: We foster an environment of autonomy, collaboration, support, and constructive feedback. Bring your authentic self to work and help cultivate an inclusive atmosphere.
• Culture and Flexibility: Enjoy opportunities to celebrate successes and engage in team-building activities. As a remote-first company with offices in San Francisco and Chicago, we offer flexible working hours, generous time off, paid parental leave, and various opportunities for connection.
• Diversity and Inclusion: We value diverse perspectives, experiences, and interests, recognizing their contribution to our strength. Carrum actively supports DEIJ through an employee-led committee and Employee Resource Groups (ERGs) that foster community and professional development.
• Meaningful Contribution: Feel a sense of pride knowing your daily work directly and significantly impacts people's lives.

Additional Benefits:

• Stock option plan
• Flexible schedules and remote work options
• Access to Chicago and San Francisco offices
• Self-managed vacation days (within reason)
• Paid parental leave
• Comprehensive health, vision, and dental insurance
• 401K retirement plan