Client Success Manager

About Cylinder

Founded in 2021 and offered as an employer benefit, Cylinder (formerly Vivante Health) delivers personalized, clinician-backed care to those suffering from digestive health issues through its virtual health platform. Cylinder’s tech-forward, human-first program connects members to the right level of support at the right time through an easy interface, bringing the healthcare ecosystem together to align around member needs. Cylinder’s dedicated care teams help members proactively address their gut health from every angle – decreasing costs, reducing absenteeism, and improving their quality of life, at scale. Cylinder’s vision is to create a world where people receive convenient, personalized, and affordable access to the quality digestive healthcare they need to improve their overall health.

Position Summary

As a Client Success Manager at Cylinder Health, you will manage a portfolio of 25-30 self-insured employers with 1k-20k total covered lives. You will lead all key activities including ongoing service delivery, relationship building at the executive and lower levels, account strategy development, project expansion to meet growth targets and contract renewals. You will coordinate closely with your clients and marketing to develop communication strategies that drive member enrollment. You will serve as the connective tissue between Cylinder Clients and key internal stakeholders such as Product and Engineering, Finance, Sales, Member Services and Clinical Operations. This position demands a consultative approach, strong project management skills, and a commitment to delivering exceptional client experiences.

Key Responsibilities:

• Account Management & Client Success

  • Provide exceptional account management throughout the project and contract lifecycle, ensuring continuous client satisfaction and support.

  • Cultivate strong relationships across all levels within client organizations, including main points of contact and decision-makers, to foster partnership success.

  • Drive annual revenue retention and growth by developing and executing account plans aligned with client and company objectives.

• Data-Driven Strategy & ROI Communication

  • Leverage data insights to inform and adapt account strategies.

  • Interpret and effectively communicate ROI and clinical metrics to clients, highlighting their crucial value to both their organization and the Cylinder partnership.

• Marketing & Engagement

  • Lead the delivery of marketing campaigns that boost enrollment and engagement, ultimately contributing to client satisfaction.

  • Collaborate with the Cylinder marketing team, utilizing your expertise to tailor existing materials and co-create new campaigns that address specific client needs.

You'll be a good fit here if you are:

• Self-motivated and passionate about the employer health benefits space with a desire to push yourself and continue learning

• An excellent communicator, a strategic thinker and able to align multiple stakeholders to drive decisions and action

• Partnerships and sales oriented to hit aggressive goals while still furthering client needs

• A highly detail oriented individual with an eye for process creation and improvement

• Comfortable in a fast-paced, dynamic start up environment

• Creative, innovative, and willing to share creative suggestions in a team environment

• Empathetic to our members’ GI health conditions and are driven to improve their outcomes

Desired Qualifications

• 3-5 years of hands-on experience working with self-insured employers, payers, and TPA’s or previous experience in onboarding and ongoing management of large enterprise or strategic clients in a health-oriented industry.

• 3-5 years client relationship/account management experience, preferably with national payers and/or Fortune 500 employers.

• Proven ability to retain and grow client relationships

• Strong analytical capabilities, process improvement, and understanding of technologies such as: SalesForce, XLS, Project Management tools (e.g. ClickUp), Google Suite.

• Demonstrated expertise in strategic planning, executing and delivering projects on time and on budget while working in a fast-paced, high-energy, team-oriented environment.

• Bachelor's degree preferred or relevant work experience.

• Ability to travel 10-15% within the U.S.

Cylinder is an equal opportunity employer. We believe safe spaces where everyone can be their authentic selves is the key to a successful team so we welcome and embrace all identities, cultures, and backgrounds.