Senior Client Success Manager

About Counsel

Counsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we’re building the first fully-vertical, AI-native medical group from the ground up. We’ve redesigned the entire clinical stack with custom AI tools that make our in-house physicians 10x faster and smarter. [learn more on our blog]

Since our founding in 2023, we have formed partnerships with leading healthcare organizations and are on track to serve hundreds of thousands of patients on our platform within the next year. We have raised over $35M from a16z, Google Ventures, Pear VC and other top-tier VC firms.

Our team combines deep expertise in medicine (Harvard, Mt. Sinai, Mass General, UCSF) and technology (MIT, Google, DeepMind, NVIDIA, Stripe, Meta) — and we’re looking for exceptional people to join us as we scale.

Join us as we build the future of AI in healthcare!

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About The Role

Counsel is hiring a Senior Client Success Manager to own the full post-sale client relationship, from implementation through renewal and expansion. For the first 6 to 12 months the work is hands-on. You will run implementations, manage launches, and build the delivery process from the ground up. As the portfolio matures, the work shifts toward executive account leadership, adoption strategy, and the post-launch operating model.

This role fits someone who is equally comfortable managing a critical path with a project team and presenting program performance to a health plan executive.

What You'll Do

• In the first 6 to 12 months:

• Drive active implementations from sales handoff through go-live. Own the project plan, the critical path, and all client-facing communication from kickoff through launch.

• Surface risks before they land. Identify what is likely to break, bring a recommended fix, and hold internal teams to their timelines.

• Track adoption and engagement from launch day. Explain what the early data shows and recommend specific actions to raise engagement.

• Build implementation playbooks from each launch. Document what you learn so the next implementation runs faster with less rework.

• Across the full lifecycle:

• Lead executive relationships for named accounts. Own the stakeholder map, know each leader’s priorities, and keep trust strong between formal touchpoints.

• Run quarterly business reviews. Present program performance directly, name what is working and what is not, and bring the client to a clear decision before the meeting ends.

• Protect account health. Monitor adoption, engagement, and clinical outcomes across the portfolio.

• Lead renewal and expansion conversations. Start renewal planning at contract signature, track each renewal date, and set Sales up to close.

• Build the post-launch operating model. Establish the QBR framework, adoption monitoring, and account health reporting the team can run as it grows.

What You'll Bring

• Spent 8+ years in client delivery or client success in healthcare or health tech, covering both implementation and account management.

• Owned enterprise client relationships at the executive level, including QBRs and renewal conversations.

• Ran complex, cross-functional implementations against a project plan where the playbook was still being written.

• Managed a portfolio of accounts at different lifecycle stages at the same time, with competing priorities and limited support.

• Worked at an early-stage or scaling company and defined your own scope as the role expanded.

Extra Credit

• Executive presence: You are comfortable in a room with a health plan executive or a health system’s leadership team. You deliver difficult updates directly, hold the line on scope when needed, and leave every client conversation with clear next steps.

• Implementation depth: This is the primary requirement on the delivery side. You have run complex, multi-stakeholder implementations in healthcare or health tech. You know what breaks and why, and you can describe exactly what you did about it.

• Curiosity about the account: The candidates who stand out bring both of the above and a specific working style. They read through 60 support threads before a client call. They rebuild an account narrative when the early story stops making sense. They stay in a problem until the real answer surfaces.

What We Offer

• Impact: Be at the forefront and contribute to groundbreaking, AI-driven healthcare experiences, directly interface with execs at the world's leading tech & healthcare orgs

• Growth: Significant opportunities for broad ownership and professional development within our rapidly scaling startup

• Compensation: Competitive salary + equity

• Benefits: Comprehensive healthcare, vision + dental, 401K, Unlimited PTO, Parental Leave

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Our Values

• Patients come first.

We are clinicians 1st, technologists 2nd. We act with patient trust/safety at the center of every decision.

• Innovate with optimism.

We are optimistic as we build the future of care delivery from first principles. Challenge the status quo when needed, no sacred cows.

• Right answer wins.

Debate openly and pick the strongest path. We optimize for the company, not functions. We win and lose as a team.

• Simplicity over complexity.

We choose clear, elegant solutions and avoid adding complexity that does not serve patients or the team.

• Do fewer things, well.

We focus, and hold ourselves to the highest bar and pursue excellence in those areas.

#LI-PINJOB

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