Partner Success Manager

This role will focus on our New York Medicaid market, where we need dedicated support to continue driving impact and efficiencies as we support that partner, with the opportunity to grow into ownership of additional partners and programs across our portfolio over time. We're ideally looking for this person to have clinical experience as Occupational Therapist (OT) or Physical Therapist (PT) to give our partners a level of clinical insight and credibility that's hard to replicate. This is not a dedicated clinical specialist role, but a clinical lens shapes how this person engages with partners and approaches program design.

Key Responsibilities

Partnership & Account Management

• Serve as the relationship owner for active partnerships, maintaining regular communication and ensuring partner satisfaction and engagement
• Build trust and credibility with partner stakeholders across all levels and regions through consistent, informed engagement
• Act as the "voice of the partner" internally, translating feedback and requirements into actionable insights for product, operations, and clinical teams
• Drive growth and expansion within existing partnerships by identifying opportunities for program enhancement and increased utilization
• Serve as the escalation point for partner relationship issues or systemic program concerns that day-to-day operational channels haven't resolved
• Identify bottlenecks in the partner journey and drive resolution cross-functionally
• Design and lead partner-facing engagement initiatives in response to what the data and field are surfacing, with clear outcome tracking

Program Optimization: Metrics & Performance

• Own visibility into the key metrics that indicate program health (e.g., referral volume, SLA trends, approval rates, utilization and revenue trends, conversion rates) and use them to drive priorities and strategic interventions
• Own partnership performance analytics and reporting, tracking key metrics and demonstrating value creation
• Identify trends and outliers in program data, diagnose root cause, and drive resolution through the right internal team

Implementation Execution

• Lead end-to-end implementation planning and execution for new partnerships, managing relationships from contract signature through program launch
• Develop and refine standardized implementation processes and documentation to ensure consistent, efficient partner onboarding
• Coordinate cross-functional teams including operations, clinical, and technical resources to deliver successful program launches on time and within scope

Qualifications

Required

• Clinical degree or licensure (OT or related healthcare credential)
• 3+ years of project management, consulting, partner/account management, or relevant experience in healthcare, preferably with managed care organizations, Medicaid, or other healthcare payers
• Demonstrated experience managing complex implementations or program launches
• Understanding of healthcare payer operations, including knowledge of Medicaid, managed care, and value-based care models
• Strong analytical skills with the ability to interpret performance and program data
• Consultative approach with strong problem-solving abilities and client relationship management skills
• Excellent communication skills with the ability to translate clinical and operational concepts for diverse stakeholders

Preferred

• Prior experience with NY Medicaid HCBS programs (e.g., NHTD/TBI, SCN) or similar state-based programs
• Knowledge of home and community-based services (HCBS), population health, and/or social determinants of health programs
• Experience with healthcare technology implementations or health plan operations
• Experience working in a fast-paced startup or high-growth environment
• Lives in NY tristate area