Partner Success Manager

We are seeking a dynamic Partner Success Manager to join our Px team. This person will be instrumental in ensuring seamless partner onboarding, implementation, and ongoing success while serving as the critical bridge between our sales, operations, and clinical teams.

This role will be responsible for ownership of multiple partner accounts. As the account owner, this person represents the voice of the partner internally and the voice of Jukebox externally, keeping both sides aligned as the partnership moves forward. They own the key metrics that drive program optimization, own resolution of escalations, and proactively identify efficiencies and solutions before issues surface. We're ideally looking for this person to have clinical experience as an Occupational Therapist (OT) or Physical Therapist (PT) to give our partners a level of clinical insight and credibility that's hard to replicate. This is not a dedicated clinical specialist role, but a clinical lens shapes how this person engages with partners and approaches program design.

Key Responsibilities

Partnership & Account Management

• Maintain regular, proactive communication with partner stakeholders, ensuring satisfaction and engagement routinely
• Build trust and credibility with partner stakeholders across all levels and regions through consistent, informed engagement
• Translate partner feedback and requirements into actionable insights for product, operations, and clinical teams, and represent Jukebox's priorities and constraints back to partners
• Drive growth and expansion within existing partnerships by identifying opportunities for program enhancement and increased utilization

Program Optimization: Metrics & Performance

• Own visibility into the key metrics that indicate program health (e.g., referral volume, SLA trends, approval rates, utilization and revenue trends, conversion rates) and use them to drive priorities and strategic interventions
• Own partnership performance analytics and reporting, tracking key metrics and demonstrating value creation
• Identify trends and outliers in program data, diagnose root cause, and drive resolution through the right internal team

Proactive Solutions & Escalations

• Serve as the escalation point for partner relationship issues or systemic program concerns that day-to-day operational channels haven't resolved
• Identify bottlenecks in the partner journey and drive resolution cross-functionally
• Design and lead partner-facing engagement initiatives in response to what the data and field are surfacing, with clear outcome tracking

Implementation Execution

• Lead end-to-end implementation planning and execution for new partnerships, managing relationships from contract signature through program launch
• Develop and refine standardized implementation processes and documentation to ensure consistent, efficient partner onboarding
• Coordinate cross-functional teams including operations, clinical, and technical resources to deliver successful program launches on time and within scope

Qualifications

Required

• Clinical degree or licensure (OT or related healthcare credential)
• 3+ years of project management, consulting, partner/account management, or relevant experience in healthcare, preferably with managed care organizations, Medicaid, or other healthcare payers
• Demonstrated experience managing complex implementations or program launches
• Understanding of healthcare payer operations, including knowledge of Medicaid, managed care, and value-based care models
• Strong analytical skills with the ability to interpret performance and program data
• Consultative approach with strong problem-solving abilities and client relationship management skills
• Excellent communication skills with the ability to translate clinical and operational concepts for diverse stakeholders

Preferred

• Knowledge of home and community-based services (HCBS), population health, and/or social determinants of health programs
• Experience with healthcare technology implementations or health plan operations
• Experience working in a fast-paced startup or high-growth environment

How We Invest In You

• Generous company-funding of our health, vision, and dental plans
• HSA plan with company seeding
• FSA plan
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• Hospital Insurance
• 401k immediately upon hire
• Generous candidate referral program
• Yearly wellness stipend 

Time Away

• Unlimited PTO + 10 paid holidays 

Remote First Team

• $1000 stipend towards work from home costs
• Frequent team off-sites and get-togethers around the country
• Collaborative team environment
• Monthly Townhalls
• High trust environment
• A laptop and company swag upon hire

Compensation: $100,000 - $115,000/year + company equity