Senior Manager, Client Success

About

You'll lead new customer onboarding and own ongoing client success for a portfolio of payer and provider clients. This is a rare opportunity to join a fast-growing company with a strong, highly engaged client base and play a critical role in shaping how we deliver value to our customers.

In this role, you'll make immediate, direct contributions by driving successful implementations, supporting client operations, and ensuring our partners realize measurable impact from the Switchboard platform. As we scale, your work will directly influence how we build our client success function and expand our reach.

You will be part of Switchboard's mission to positively impact how patients access specialty care.

What we're building

• Our EMR-integrated software application identifies high-quality, low-cost specialty care options for patients with care needs
• Our software platform connects patients with care and improves care continuity
• Our national, virtual-first, multi-specialty network delivers convenient, high-value care
• Our clients use our platform to guide their patients to faster specialty care access

What you'll do

• Lead onboarding, implementation, and ongoing client success for Switchboard clients, including payers, risk-bearing providers, and healthcare organizations accountable for total cost of care
• Serve as a trusted advisor to client stakeholders, ensuring successful adoption and measurable impact from the Switchboard platform
• Become a subject matter expert on the Switchboard platform and the operational workflows it enables
• Partner closely with the executive, sales, and engineering teams to ensure we are building solutions that address real client needs
• Design and deliver customer onboarding programs, platform training, and enablement materials
• Manage and strengthen relationships with key client stakeholders, guiding requests and issues through to resolution
• Monitor client performance and proactively identify opportunities to improve adoption, outcomes, and satisfaction
• Build client reporting, dashboards, and executive presentations to communicate impact and value
• Identify and develop expansion opportunities within the existing client base
• Serve as the voice of the customer at Switchboard to support strategic development
• Collaborate cross-functionally with sales, engineering, and operations teams to address client needs and improve workflows
• Contribute to the development of scalable onboarding processes, implementation playbooks, and client success best practices as the company grows

What you'll bring

• 4+ years of experience in client success, account management, or customer operations within healthcare or digital health. Background in healthcare operations consulting, or enterprise software implementation is a plus
• Demonstrated success leading complex implementations and driving adoption of new technology or operational solutions
• Strong executive communication skills with the ability to engage healthcare leaders and operational stakeholders
• Deep understanding of the healthcare ecosystem, including health systems, provider organizations, and care delivery workflows.
• Experience working with value-based care models, risk-bearing providers, or payer-provider collaboration preferred
• Strong project and program management capabilities, with the ability to manage multiple client initiatives simultaneously
• Comfort working in a fast-moving startup environment where processes are evolving and ownership is high
• Willingness to travel up to 25% as needed for client engagement
• Based in Boise, ID preferred