Associate Customer Success Manager

About Virta Health

Virta Health is on a mission to transform type 2 diabetes and weight loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.

Role Overview

We are seeking a detail-oriented and proactive Associate Customer Success Manager to join our dynamic Customer Success team. On the Customer Success Team, you will be at the center of Virta’s mission, working directly with our clients and other members of the team to manage, grow, and expand Virta’s rapidly growing commercial book of business. In this role, you will work directly with customers while also acting as a strategic partner to our Customer Success pods – contributing to project management, client communications and reporting, presentation content creation, and process optimization. This role is ideal for someone with prior experience in a client-facing account management or project coordination role who is excited to grow in a fast-paced environment. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment.

Responsibilities

Account Management & Pod Support

• Build trusted relationships for a growing list of customers to enable account growth and ensure satisfaction, retention, and value
• Support accounts to develop key client deliverables, including marketing project plans and meeting presentations for client touchpoints and business reviews, highlighting utilization, performance, and expansion opportunities
• Use BI tools to pull and analyze customer-specific data for reporting, QBRs and ad hoc needs
• Participate in client business reviews and own strategic follow-ups
• Advocate for client needs and issue resolution cross-departmentally, provide continual feedback to internal teams on client needs
• Build and maintain a deep understanding of Virta’s organization, services offered, and processes

Project Management

• Create and manage internal tickets and workflows across key cross-functional partners, including Implementation, Analytics, Billing, and other teams to support client needs
• Support client data exchange operations in collaboration with the Implementation Team
• Assist with benefit fairs logistics, collateral customization, and post-event reporting; participate in onsite benefit fairs and vendor summits for strategic accounts

Process Optimization & Internal Collaboration

• Collaborate on improvements to SOPs and workflows, sharing learnings and opportunities as Virta continues to scale
• Help identify trends or common roadblocks and propose solutions to improve team efficiency and client satisfaction
• Help maintain Customer Relationship Management tools

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

• Immerse yourself in Virta's mission, products, and values
• Build relationships with collaborators across Customer Success, Implementation, and Product teams
• Learn core tools (Asana, JIRA, Salesforce, Looker) and workflows for tasks you will be performing
• Join client calls and begin completing tasks strategic clients
• Increase independence in handling routine customer tasks
• Make and share observations that contribute to workflow improvements

Must-Haves

• 3+ years experience in client management, customer success, or project coordination
• Passionate about client expe

Compensation & Benefits

• Salary: $76.3K - $89.7K
• Location Type: Remote
• Employment Type: FullTime