Partner Success Manager

waymark; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Waymark is seeking a Partner Success professional to strengthen relationships with Medicaid and health system partners. You will manage accounts, drive retention, and coordinate cross-functional initiatives to deliver measurable outcomes.

Reporting to the VP of Partner Success, you will lead strategic initiatives, prepare executive-ready materials, and translate partner feedback into product and service improvements.

Qualifications

• 7+ years in consulting, customer success, account management, operations, and/or project management roles, including healthcare services or health technology.
• Strong project management and creative problem solving with a proactive, detail-oriented, customer-focused mindset.
• Demonstrated ability to influence cross-functional stakeholders internally and externally and drive outcomes without direct authority.
• Experience collecting and analyzing data and making data-driven presentations.
• Exceptional written and verbal communication skills.
• Self-motivated and thrives in a fast-paced environment with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals.
• Flexible and adaptable to the changing needs of a fast-growing startup.
• Deep commitment to improving healthcare for underserved populations.

Responsibilities

• Relationship management: Partner with VP Partner Success to strengthen relationships with partners by learning varied stakeholders' needs and interests, proposing solutions, and ensuring execution of commitments.
• Independently own smaller accounts and serve as the day-to-day lead for partner meetings, ongoing relationship management, issue resolution and reporting.
• Work with colleagues from Operations, Clinical and other Waymark teams to action partner priorities and capture success stories that demonstrate impact.
• Account planning: Drive ongoing account planning by monitoring performance, identifying risks and opportunities, and coordinating execution across internal teams.
• Partner with VP Partner Success to develop account strategies that support retention, growth, and partner outcomes.
• Joint Operating Committees (JOCs) & Reporting: Lead preparation of executive-ready materials that communicate Waymark's performance and impact and gain support for changes that can increase performance.
• Track and action partner requests that emerge from JOCs. Create and share additional performance reports with partners as needed.
• PS Operations: Continuously improve the systems, processes, and tools that enable effective account management at scale. Drive cross-functional and strategic initiatives.
• Manage cross-market PS meetings to support strategy, learning and team progress.
• Voice of the Customer (VOC): Learn what matters to partners. Bring partner feedback back to internal teams to inform initiatives and product development.
• Strategic Initiatives: Lead cross-functional initiatives that improve partner performance, strengthen scalability, and enhance the partner experience.
• Influence stakeholders across teams to ensure initiatives are executed effectively and deliver measurable outcomes.

Skills

Project management

Data analysis

Communication

Customer success

Account management

Operations

Healthcare experience

Influence cross-functional teams

Problem solving

Presentation skills

Job description

About Waymark

Waymark is a mission-driven team of healthcare providers, technologists, and builders working to transform care for people with Medicaid benefits. We partner with communities to deliver technology-enabled, human-centered support that helps patients stay healthy and thrive. We're designing tools and systems that bring care directly to those who need it most-removing barriers and reimagining what's possible in Medicaid healthcare delivery.

Our Values

• Bold Builders: We tackle the toughest challenges in care delivery by harnessing the power of community and technology.
• Humble Learners: We seek feedback, embrace diverse perspectives, and welcome challenges to our assumptions.
• Experiment to Improve: We use data to inform decisions and continuously assess our performance.
• Focused Urgency: Our mission drives us to act swiftly and relentlessly in pursuit of meaningful results.

About This Role

The Partner Success team is the face of Waymark with MCO and health system partners. This team builds relationships with stakeholders across our partners and is responsible for partner retention, growth and strategic account management. Partner Success forms a deep understanding of our partners' needs and collaborates with teams across Waymark to ensure we meet these needs.

This role will play a vital role strengthening our approach to partner management. This is critical as Waymark scales. You will be responsible for managing and evolving the tools and processes that support strong partnerships. Reporting to the VP of Partner Success, you will use your project management and analytical skills to drive strategic initiatives and ensure smooth execution of projects. You should be an excellent communicator who enjoys synthesizing information for customers, but also loves sharing insights from customers with teams internally to strengthen our products and services.

Key Responsibilities

• Relationship Management: Partner with VP Partner Success to strengthen relationships with partners by learning varied stakeholders' needs and interests, proposing solutions, and ensuring execution of commitments. Independently own smaller accounts and serve as the day-to-day lead for partner meetings, ongoing relationship management, issue resolution and reporting. Work with colleagues from Operations, Clinical and other Waymark teams to action partner priorities and capture success stories that demonstrate impact.
• Account Planning: Drive ongoing account planning by monitoring performance, identifying risks and opportunities, and coordinating execution across internal teams. Partner with VP Partner Success to develop account strategies that support retention, growth, and partner outcomes.
• Joint Operating Committees (JOCs) & Reporting: Lead preparation of executive-ready materials that communicate Waymark's performance and impact and gain support for changes that can increase performance. Track and action partner requests that emerge from JOCs. Create and share additional performance reports with partners as needed.
• Partner Success (PS) Operations: Continuously improve the systems, processes, and tools that enable effective account management at scale. Drive cross-functional and strategic initiatives. Manage cross-market PS meetings to support strategy, learning and team progress.
• Voice of the Customer (VOC): Learn what matters to partners. Bring partner feedback back to internal teams to inform initiatives and product development.
• Strategic Initiatives: Lead cross-functional initiatives that improve partner performance, strengthen scalability, and enhance the partner experience. Influence stakeholders across teams to ensure initiatives are executed effectively and deliver measurable outcomes.

Minimum Qualifications

• 7 years of experience that includes roles in consulting, customer success, account management, operations, and/or project management, including experience within healthcare services or health technology.
• Strong project management and creative problem solving experience, with a proactive, detail-oriented, and customer-focused mindset
• Demonstrated ability to influence cross-functional stakeholders internally and externally and drive outcomes without direct authority.
• Experience collecting and analyzing data, and making data-driven presentations
• Exceptional written and verbal communication skills
• Self-motivated and eager to thrive in a fast-paced environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
• Flexible and adaptable to the changing needs of a fast growing start up
• Deep commitment to improving healthcare for underserved populations

Preferred Qualifications

• Medicaid and healthcare transformation experience
• Experience with value-based contracts and prim