Enterprise Customer Success Manager

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

Job overview:

We are growing fast, and we’re looking for a Customer Success Manager to help us onboard, implement, and manage our Enterprise customers. 

The Customer Success Manager will own the relationships between Omada and a book of our Enterprise customers. This includes project managing implementation, owning the relationship with these customers, managing renewals and driving upsells. The CSM has visibility into the entire company, and works alongside our Sales, Data, Marketing, IT, Operations, Clinical, and Product teams to serve our client partners. The ideal candidate will also help develop best practices and be open to other responsibilities and projects. We’re a very collaborative and hands-on team!

Role overview

• Enterprise Customer Success Manager owning a portfolio of Omada’s largest, most complex customers from implementation through renewal and expansion.
• ​Builds long‑term, trust‑based partnerships that mitigate churn risk and uncover scalable growth opportunities across owned accounts.
• Serves as primary point of contact for operational, director, and executive stakeholders at enterprise clients.
• Collaborates closely with Sales, Data, Marketing, IT, Operations, Clinical, and Product to deliver measurable outcomes and high satisfaction.
• Positions Omada as an evidence‑based, innovative thought leader with customers.

Key responsibilities

• Own implementation and onboarding, including project‑managing technical integrations with internal and client teams.
• Build and nurture strong, strategic, long‑term relationships across all levels of client organizations.
• Develop and execute strategic account and BoB plans, including growth and expansion strategies.
• Use data, analytics, and industry insights to communicate value, deliver QBRs, and influence client decisions.
• Identify and execute on upsell, cross‑sell, and multi‑product expansion opportunities while proactively managing retention and churn risk.
• Lead cross‑functional collaboration and CX process‑improvement efforts to solve complex customer challenges
• Cultivate partnership opportunities (speaking engagements, testimonials, pilots, claims/ROI analyses) and travel to client sites ~1x per quarter.

Experience and qualifications

• Bachelor’s degree and 6+ years of relevant professional experience.
• ​Proven experience owning post‑sales implementation in collaboration with technical teams.
• Background working with organizations ranging from startups to Fortune 50 enterprises.
• ​Experience in field sales or account management focused on upsell, cross‑sell, and renewals.
• ​Demonstrated success managing complex projects and using data to tell stories and drive decisions.
• ​High proficiency with Salesforce, Excel, PowerPoint, and Google Suite.
• Bonus: Experience with large enterprises and understanding of chronic disease prevention, US healthcare, digital health, and startup environments.

Skills and attributes

• Proven strategic account leader with proactive, solution‑oriented salesmanship and consultative approach.
• Strong relationship builder with high emotional intelligence, executive presence, and excellent communication and presentation skills.
• Ability to understand complex commercial relationships and advocate for the collective voice of the customer internally.
• ​In‑depth knowledge of healthcare analytics and data, with strong ability to tell a story with data.
• Highly organized, strong judgment and prioritization, and comfort leading cross‑functional workstreams.
• Collaborative team player who contributes to CX thought leadership and process improvement.

Benefits:

• Competitive salary with generous annual cash bonus
• Equity grants
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones