Sr. Specialist, Customer Success

About this role

The Senior Client Success Specialist – 2nd.MD is responsible for independently managing a complex portfolio of strategic and enterprise client relationships within 2nd.MD's service line. This role serves as the strategic point of contact for assigned accounts, driving client satisfaction, retention, and growth through proactive relationship management, strategic consultation, and operational excellence. This individual will lead the full client lifecycle from onboarding through renewal while managing relationships with clients, health plans, and strategic partnerships to deliver exceptional customer experiences and business outcomes.

The Senior Client Success Specialist manages a sophisticated portfolio of strategic and enterprise 2nd.MD clients, serving as their trusted strategic advisor and primary advocate within 2nd.MD. This individual is responsible for driving client outcomes, optimizing program utilization, identifying growth opportunities, and maintaining high levels of client satisfaction and retention. The role requires advanced business acumen, customer support skills, and the ability to work independently while managing complex relationships with clients, health plans, and strategic partnership organizations.

A Day in the Life...

• Client Relationship Support
  • Support the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clients
  • Assist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholders
  • Monitor client communications and flag potential risks, concerns, or opportunities to the Client Success Executive
  • Maintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partners
• Multi-Stakeholder Coordination Support
  • Assist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizations
  • Support program implementation and communication across client organizations and their health plan partners
  • Help facilitate meetings and ensure proper documentation and follow-up activities
• Account Support & Administrative Services
  • Support client retention activities and assist with renewal preparation and documentation
  • Help identify potential growth opportunities and communicate findings to the Client Success Executive
  • Assist with developing client success plans and tracking progress against established goals
  • Provide administrative support for expansion discussions and coordinate with Client Success Executive as needed
• Program Monitoring & Reporting Support
  • Monitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metrics
  • Prepare standard reports and summaries to help demonstrate program value to clients and health plan partners
  • Support implementation coordination of new services, features, or program enhancements
  • Assist with cross-functional coordination and help manage project timelines and deliverables
• Client Support & Communication
  • Serve as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resources
  • Support client communications including meeting preparation, documentation, and follow-up activities
  • Assist with preparing materials and presentations for client meetings and strategic planning sessions
  • Help gather client feedback and communicate insights to appropriate internal teams
• Engagement & Marketing Tracking
  • Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
  • Coordinate with ma