About the role

We’re currently hiring across multiple segments in Sales at Thatch and we’re looking for AE’s with a range of skills and experience. 

As a foundational Client Success Manager, you'll play a pivotal role in guiding our clients through their journey with Thatch, ensuring they harness the full potential of our innovative benefits platform. This position offers a unique opportunity for a seasoned professional to shape the client success function and lay the groundwork for future leadership within our team. Reporting directly to the Head of Revenue, your contributions will be instrumental in driving both client satisfaction and the growth of Thatch.

What you’ll do

• Client Partnership: Act as the primary liaison for client administrators, fostering strong relationships and ensuring clear, consistent communication.
• Onboarding New Clients: Oversee the implementation process, setting clients up for success from day one.
• Enrollment Support: Provide expert assistance during Open Enrollment, addressing member inquiries and facilitating seamless enrollment experiences.
• Continuous Engagement: Conduct regular check-ins to assess progress, gather feedback, and identify opportunities for enhanced platform utilization.
• Product Advocacy: Introduce clients to new features and functionalities, aligning solutions with their evolving needs and driving upsell opportunities.
• Renewal Management: Lead the contract renewal process, ensuring sustained client satisfaction and long-term partnerships.
• Cross-Functional Collaboration: Work closely with sales, product, and marketing teams to advocate for client interests and contribute to platform enhancements.

Background we're looking for

• Experience: 3-5 years of demonstrated success in client success, account management, or similar customer-facing roles, with substantial experience in the healthcare or insurance sectors.
  
• Industry Knowledge: A deep understanding of healthcare/insurance industries, enabling you to connect authentically with our clients and address their unique challenges effectively.
  
• Communication Skills: Exceptional ability to build relationships, communicate effectively, and solve problems collaboratively, ensuring client needs are met with precision and care.
  
• Organizational Aptitude: Proven capability to manage multiple accounts and projects in a dynamic, fast-paced environment, maintaining a high level of organization and attention to detail.
  
• Technical Proficiency: Familiarity with SaaS platforms and digital marketplaces enhances your ability to support and guide clients effectively, ensuring they maximize the value of our solutions.
  
• HR Experience: Experience in human resources is a significant plus, offering additional perspective on client and member engagement, and contributing to more holistic client support.
  

Experience we’d be particularly excited about

• Insurance Open Enrollment Experience: Hands-on experience managing critical periods such as Open Enrollment, ensuring clients have a smooth and successful start with our platform.
• Strategic Growth: A proven track record in identifying and executing upsell opportunities within a technology or digital solutions context, driving mutual growth and success.
• Leadership Potential: Experience managing renewals and long-term client relationships, with the ambition and capability to evolve into a leadership role as the team grows, contributing to the strategic direction of client success at Thatch.

What to expect

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly — the entire interview process is typically complete within 2 weeks. We will conduct the following interviews:

• 30 minute Zoom meeting to talk about Thatch, your background, and answer any questions about the role.
• 45 minute Zoom meeting to hear more about your experience and how you'd approach working in the role.
• Three 30 minute zooms with additional Thatch teammates to access your skill sets.
• Take home project to assess your functional expertise for the role you're applying for and a 30 minute meeting to review the assignment.
• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles.
• Final 30 minute call to answer any outstanding questions.
  

About Thatch

We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.