Client Success Manager
Stride
Stride enables independent workers to reap the benefits of their independence. We simplify the challenges of being self-employed by helping workers handle the complexities of insurance, finances, and taxes — in one convenient platform. Since we were founded in 2014, we have helped over 3.7 million workers save an estimated $5.4 billion on their taxes and monthly health insurance premiums.
Stride partners with over 100 leading companies like Uber, Amazon, DoorDash, and Instacart to provide their independent workers with access to our benefits platform. The company is backed by $96 million in capital from Venrock, New Enterprise Associates, Fidelity’s F-Prime Capital Partners, Mastercard, Allstate and King River.
Cash compensation range: $117 - 145K USD annually + equity
About the Role:
We are seeking an experienced Client Success Manager to join the Stride Enterprise Partnerships team. This role will be responsible for managing our most complex Enterprise Partnerships, from our new portable benefits contributions partners, to our traditional SaaS partners. This is a highly collaborative role working with stakeholders across the entire organization as well as directly with partners. Initially, this role has no direct reports and will rely on cross-functional dotted-line support from key functions including Product, Marketing, Engineering, and Customer Support.
Responsibilities:
- Drive implementation of newly acquired partners: You will drive the implementation from contract signature through to go-live for newly-signed partners. You will set clear expectations with our partners and create the structure, timelines, and governance to project manage the implementation across product, engineering, and other key areas of Stride, ensuring a smooth and timely launch. In addition, you will create an implementation playbook to serve as best practice for onboarding new partners in the future.
- Lead day-to-day operational support for partners: You will own the development and execution of each partner’s service delivery model (including governance, escalation, consistent communication, etc.) and drive day-to-day operational decisions that arise from partners working with your cross-functional partners in product, marketing, engineering, enrollment operations, etc. You will also ensure that each partner has a clearly-defined roadmap and milestones, and will track progress against those milestones on a regular basis to drive partner satisfaction and retention. This will also include creating partner deliverables such as QBRs, industry updates, and strategy recommendations.
- You will work to establish key metrics to measure partner success and track and communicate them on a regular basis. In addition to regular communication with partners themselves, you will also be responsible for providing regular internal updates and communications to Stride leadership on partner status, progress, and metrics.
- Become their trusted partner: Through leading implementation and day-to-day operations, you will develop solid relationships within each partner organization such that you become a trusted partner and are able to expand partner relationships within each account. You will work to understand what business problems our partners are facing and how we can assist them in accomplishing their business goals with our unique solutions. This will include managing the partner renewal process and identifying potential upsell opportunities.
- Serve as a strategic thought partner in pre-and post-sale business decisions: As a key member of the partner team you will also participate in structuring proposals and contracts, articulating how we tee our partners up for success once they partner with us, aligning the group on new product features and functionality to support your partners’ needs, among other key strategic decisions.
Qualifications:
- 5+ years of experience in partner or customer success, account management, or similar roles
- Experience leading effective cross-functional decisions and processes
- Strong written and verbal communication skills
- Ability to form strong relationships both internally and externally
- Previous healthcare experience, or a strong interest in the healthcare industry
- Occasional travel may be required
Nice-to-haves:
- Client success experience in a SaaS environment managing large enterprise partners
- Healthcare industry experience, specifically in ACA/Individual markets
Helpful Information:
This resource will help explain Stride’s Compensation Philosophy and compensation practices, and will answer some common questions you might have.
Stride’s Compensation Philosophy utilizes a National Payscale, which is designed to fairly and equitably pay employees based on their performance and impact regardless of geographic location. For employees in the United States, our National Payscale leverages San Francisco Bay Area market data to determine our compensation bands for cash, commissions, or bonus (if applicable) and equity.
Unless otherwise noted, the cash compensation above is the total salary and does not include a bonus. In addition to cash compensation, all full-time Striders will be given stock options to participate in Stride’s equity incentive program. We want all Striders to be an owner of the company, value that ownership, and be able to participate in any future positive outcomes for the company.
Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications, and other job-related reasons. Our compensation ranges are designed to be competitive, equitable, and growth-oriented.
We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks Stride offers to all US-based employees.
At Stride, we believe in compensating Striders in ways that are true to their value in the marketplace, that inspire and motivate the team to execute our vision, that shape behavior toward productively building and sustaining Stride's culture, and that support the risks and rewards of a fast-growing technology company.
We know the confidence gap and imposter syndrome are a real thing. This can get in the way of meeting incredible candidates, so please don’t hesitate to apply — we’d love to hear from you!
Stride is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.