Omada Health
Digital Health
CustomerSuccessAssociate-SMB
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“Customer Success Associate - SMB at Omada Health. Skills: Customer Relationship Management, Client Implementation, Revenue Growth, Customer Retention, Cross-functional Collaboration. Implement, manage, and grow new and existing customer base. Drive adoption, retention, and expansion for all programs”
What You'll Achieve.
Meet or exceed CSAT and NPS targets; Drive overall customer satisfaction, enrollments, and customer interest in additional products; Achieve revenue expansion and relationship development strategies
Industry & Context.
Utilize data to identify trends and develop processes to make impactful improvements; Problem Solving: calmly assessing and responding to challenges to current process, identify pain points, propose solutions
What They're Looking For.
Must Have
Bachelor's degree, 2+ years of relevant professional experience, Background or experience working in Healthcare and Digital Health, Experience in startup to Fortune 50 company employee size (industry experience: manufacturing, retail, etc), Proven track record of driving revenue expansion and relationship development strategies, Experience in or knowledge of field sales or account management, Successfully managed complex projects, Aptitude for using data to drive decisions, Written and Verbal Communication skills, Organization skills, Client Facing Presentation skills, Customer Service skills, Problem Solving skills, Conflict Management skills, Self-motivated attitude, Collaboration skills
Nice to Have
Aptitude for using various programs and tools, including, but not limited to: Salesforce, Zendesk, Excel, PowerPoint, Google Suite, etc.
What You'll Do.
and grow new and existing customer base
and expansion for all programs
Serve as a subject matter expert and point of escalation for SMB clients
Build and execute plans to accelerate revenue through Omada marketing
Ensure enrollment targets are met or exceeded
Build scalable processes to support SMB service
Meet or exceed CSAT and NPS targets
Foster and manage strong
long-term client relationships
Independently own and execute new business and upsell client implementations
Serve as the primary point of contact for all client
and partner questions in the SMB segment
Collaborate with internal teams to investigate
Contribute to individual and team-level operational metrics for CSAT
Work side-by-side with marketing
sales and client operations teams to maintain and enhance cross-functional processes
Promote Omada outreach best practices through client adoption of Omada’s quarterly refresh campaign strategy
Identify opportunities for scale and build strategic plans to execute
Drive overall customer satisfaction
and customer interest in additional products
Contribute to team and cross-functional projects and initiatives
How You'll Work.
Team & Collaboration
Works closely with Sales, Marketing, and Client Operations teams; Collaborate with internal teams to investigate, triage, and resolve cases; Work side-by-side with our marketing, sales and client operations teams to maintain and enhance cross-functional processes; Contribute to team and cross-functional projects and initiatives; Successful collaboration and outcomes achieved together
Communication Scope
Written and Verbal Communication: clear articulation of goals and needs, listening and constantly seeking context, effectively representing Omada CX, both internally and externally; Client Facing Presentation: sophisticated presentation skills in front of large and small audiences
Process & Methodology
Project manage complex tasks as an individual contributor, Successfully managed complex projects
Full Job Description
Omada Health is on a mission to inspire and nurture lifelong health, one day at a time. Omada's virtual care teams help individuals living with chronic conditions achieve long-term health improvements by combining the latest and breakthrough behavioral science. Job overview: Omada is hiring a Customer Success Associate to join our SMB customer success team supporting clients in the small-to-medium sized business segment with <3k employees. This person will help us implement, manage, and grow both new and existing customer base and is responsible for driving adoption, retention, and expansion for all our programs. Your day-to-day will include serving as a subject matter expert and point of escalation for all SMB customers; building and executing plans to accelerate revenue through Omada marketing best practices; ensure we meet or exceed enrollment forecasts; build scalable processes to support the SMB service model; and meet or exceed CSAT and NPS targets. This position reports to Omada’s Manager of SMB Customer Success, and works closely with Sales, Marketing, and Client Operations teams. 40% of your job will be focused on leading SMB client needs and marketing strategy 20% of your job will be focused on supporting new business launches in SMB segment 20% of your job will be focused on designing strategies to improve customer loyalty and scale operations 20% of your job will be focused on upselling existing customer base to expand their suite of product offerings About you: We are looking for individuals who thrive on challenges and are ready to grasp an exceptional opportunity in digital health. You thrive on building exceptional, deep connections with people. You know how to project manage complex tasks as an individual contributor. You utilize data to identify trends and develop processes to make impactful improvements. You are interested in a highly collaborative and cross-functional team role. Key Goals and Responsibilities: Foster and manage strong, strategic,
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