Specialist, Customer Success - Remote

Overview

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.

In Short

• 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
• Monitor and track client engagement activities including marketing campaigns and member outreach programs
• Support client retention efforts and contribute to renewal processes
• Track client program performance metrics including utilization rates and member satisfaction
• Handle routine client inquiries and escalate complex issues to appropriate team members
• Develop knowledge of EMO services and healthcare industry trends
• Participate in training programs and professional development opportunities

Requirements

• 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
• 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
• Strong verbal and written communications are essential to success in the role.

Benefits

• 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