Job description
Virta Health is on a mission to transform type 2 diabetes and weight loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.
We are seeking a detail-oriented and proactive Associate Customer Success Manager to join our dynamic Customer Success team. On the Customer Success Team, you will be at the center of Virta’s mission, working directly with our clients and other members of the team to manage, grow, and expand Virta’s rapidly growing commercial book of business. In this role, you will work directly with customers while also acting as a strategic partner to our Customer Success pods – contributing to project management, client communications and reporting, presentation content creation, and process optimization. This role is ideal for someone with prior experience in a client-facing account management or project coordination role who is excited to grow in a fast-paced environment. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment.
Responsibilities
Account Management & Pod Support
Build trusted relationships for a growing list of customers to enable account growth and ensure satisfaction, retention, and value
Support accounts to develop key client deliverables, including marketing project plans and meeting presentations for client touchpoints and business reviews, highlighting utilization, performance, and expansion opportunities
Use BI tools to pull and analyze customer-specific data for reporting, QBRs and ad hoc needs
Participate in client business reviews and own strategic follow-ups
Advocate for client needs and issue resolution cross-departmentally, provide continual feedback to internal teams on client needs
Build and maintain a deep understanding of Virta’s organization, services offered, and processes
Project Management
Create and manage internal tickets and workflows across key cross-functional partners, including Implementation, Analytics, Billing, and other teams to support client needs
Support client data exchange operations in collaboration with the Implementation Team
Assist with benefit fairs logistics, collateral customization, and post-event reporting; participate in onsite benefit fairs and vendor summits for strategic accounts
Process Optimization & Internal Collaboration
Collaborate on improvements to SOPs and workflows, sharing learnings and opportunities as Virta continues to scale
Help identify trends or common roadblocks and propose solutions to improve team efficiency and client satisfaction
Help maintain Customer Relationship Management tools
90 Day Plan
Within your first 90 days at Virta, we expect you will do the following:
Immerse yourself in Virta’s mission, products, and values
Build relationships with collaborators across Customer Success, Implementation, and Product teams
Learn core tools (Asana, JIRA, Salesforce, Looker) and workflows for tasks you will be performing
Join client calls and begin completing tasks strategic clients
Increase independence in handling routine customer tasks
Make and share observations that contribute to workflow improvements
Must-Haves
3+ years experience in client management, customer success, or project coordination
Passionate about client experience and health outcomes
Ability to simultaneously manage and prioritize multiple projects and customer requests, keeping all stakeholders updated while managing customer expectations
Strong communicator with excellent written and verbal skills
Strong project management skills
Curious, proactive, and eager to grow – asks “why” and proposes solutions
Comfortable in a fast-paced and ever-evolving environment
Strategic thinker and self-starter – able to proactively identify opportunities and execute to maximize value for the client value and drive growth
Preferred Skills
Experience working in healthcare, digital health, or benefits administration a plus
Familiarity with Salesforce, Asana, or other Client Management / Project Management /PM tools
Basic proficiency in Google Slides or PowerPoint for client-facing content
Values-driven culture
Virta’s company values drive our culture, so you’ll do well if:
You put people first and take care of yourself, your peers, and our patients equally
You have a strong sense of ownership and take initiative while empowering others to do the same
You prioritize positive impact over busy work
You have no ego and understand that everyone has something to bring to the table regardless of experience
You appreciate transparency and promote trust and empowerment through open access of information
You are evidence-based and prioritize data and science over seniority or dogma
You take risks and rapidly iterate
As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta’s security and privacy procedures to ensure our patients’ information remains strictly confidential. Security and privacy training will be provided.
Is this role not quite what you’re looking for? Join our Talent Community and follow us on Linkedin to stay connected!
Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $76,261 - $89,719. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers .
As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta’s security and privacy procedures to ensure our patients’ information remains strictly confidential. Security and privacy training will be provided.
As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.
Clinical roles: We currently do not hire in the following states: AK, HI, RI
Corporate roles: We currently do not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.
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