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Specialist, Customer Success

US - Remote

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

  • Put people first, and make decisions with the Member’s best interests in mind 
  • Are active learners, constantly looking to improve and grow 
  • Are driven by our mission to measurably improve health and care each day 
  • Bring the energy needed to transform health and care, and move and adapt rapidly 
  • Are laser focused on delivering results for Members, and proactively problem solving to get there 

The Specialist, Client Success (2nd.MD) is responsible for managing a portfolio of mid-market client relationships within 2nd.MD's service line. This role serves as the primary point of contact for assigned accounts, focusing on client satisfaction, retention, and account health through proactive relationship management and operational support. This individual will support the full client lifecycle from onboarding through renewal while collaborating with internal teams to deliver exceptional customer experiences.

Role Overview

The Specialist, Client Success manages a portfolio of mid-market Expert Medical Opinion (EMO clients), serving as their primary point of contact and support resource within 2nd.MD. This individual is responsible for maintaining client relationships, ensuring successful program utilization, and supporting retention efforts. The role provides an excellent opportunity to develop client success skills while working with guidance from senior team members and cross-functional partners.

A Day in the Life...

Client Relationship Management

  • Serve as the primary point of contact for an assigned portfolio of mid-market EMO clients
  • Participate in business reviews and client check-ins with support from senior team members
  • Monitor client health and proactively communicate potential concerns to management
  • Build and maintain positive relationships with client contacts, HR teams, and benefits administrators

Engagement & Marketing Tracking

  • Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
  • Coordinate with marketing teams to ensure proper tracking of engagement opt-ins.
  • Support execution of client-specific engagement strategies and marketing materials
  • Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)
  • Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes

Account Support & Maintenance

  • Support client retention efforts and contribute to renewal processes
  • Assist in identifying potential expansion opportunities and communicate findings to appropriate teams
  • Help develop client-specific success plans under guidance from senior Client Success team members
  • Support implementation of new services or program enhancements for existing clients

Program Monitoring & Reporting

  • Track client program performance metrics including utilization rates and member satisfaction
  • Prepare standard client reports and assist with data analysis and trend identification
  • Coordinate with cross-functional teams to address client needs and requests

Operational Support

  • Handle routine client inquiries and escalate complex issues to appropriate team members
  • Maintain accurate client records and documentation in Salesforce and other systems
  • Assist with client communications, meeting coordination, and follow-up activities
  • Support special projects and initiatives as assigned by Client Success leadership

Learning & Development

  • Develop knowledge of EMO services, healthcare industry trends, and client success best practices
  • Participate in training programs and professional development opportunities
  • Collaborate with team members to learn consultative approaches and strategic thinking
  • Contribute to team knowledge sharing and process improvement initiatives

What We Are Looking For...

Required Qualifications

  • Bachelor's degree in Business, Healthcare, Communications, or related field
  • 1-3 years of professional experience in customer service, account coordination, or client-facing roles
  • Interest in healthcare, employee benefits, or B2B client relationships
  • Strong communication skills with ability to interact professionally with clients and internal teams
  • Basic analytical skills and comfort working with data and reports
  • Proficiency with Microsoft Office Suite and ability to learn CRM systems (Salesforce training provided)
  • Strong verbal and written communications are essential to success in the role.

Preferred Qualifications

  • Previous experience in healthcare, benefits, or professional services environment
  • Customer success, account management, or client services experience
  • Familiarity with B2B client relationships and business communication
  • Experience with project coordination or cross-functional collaboration
  • Expert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) along advanced data analysis tools

Core Competencies

  • Learning Agility: Eager to develop new skills and grow within the client success function
  • Communication Skills: Clear written and verbal communication with ability to build rapport with clients
  • Team Collaboration: Comfortable working with guidance while contributing to team goals
  • Detail Orientation: Strong attention to detail with ability to maintain accurate records and follow processes
  • Problem-Solving: Proactive approach to identifying issues and seeking appropriate support or solutions
  • Adaptability: Flexible approach to changing priorities and willingness to take on new challenges
  • Client Focus: Genuine interest in helping clients succeed and ensuring positive experiences

Growth Opportunities

  • Develop expertise in EMO services and healthcare consulting
  • Build skills in strategic account management and business relationship development
  • Learn data analysis and client success metrics
  • Opportunity for advancement to senior client success roles with demonstrated performance

Key Success Metrics

  • Client satisfaction and responsiveness to client inquiries
  • Accuracy and timeliness of client communications and reporting
  • Contribution to team retention and client health goals
  • Professional development progress and skill building
  • Quality of client relationship maintenance and support activities

 

As a remote position, the salary range for this role is:

$65,000 - $78,000 USD

Total Rewards 

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.  

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.  

Our benefits and perks programs include, but are not limited to:  

  • Competitive medical, dental, and vision coverage  
  • Competitive 401(k) Plan with a generous company match  
  • Flexible Time Off/Paid Time Off, 12 paid holidays  
  • Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance 
  • Mental Health and Wellness benefits  

Location  

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.  

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!  

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences. 

 

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