Partner Success Manager

Are you passionate about making a meaningful impact in women’s mental health care? Here's your chance to be a vital part of FamilyWell's mission to enhance access to high-quality, equitable, and affordable mental health services for women across the U.S. 

Background: 

FamilyWell Health is an AI-enabled mental health start-up dedicated to solving the women’s mental health crisis by seamlessly embedding high quality, equitable, & affordable mental health care into OB/Gyn practices. FamilyWell provides comprehensive virtual mental health services designed specifically for integration into women’s health practices and health systems. FamilyWell’s virtual care team model delivers evidence-based mental health support throughout the full reproductive lifecycle—from fertility through menopause—using the proven Collaborative Care Model (CoCM).

Our tech-enabled platform seamlessly embeds coaching, therapy, and psychiatric services directly into clinical workflows, making high-quality mental health care accessible, affordable, and insurance-covered. With 95% of patients experiencing clinical improvement within four months, we're addressing one of healthcare's most underserved areas while creating a financially sustainable model for our provider partners.

Following our recent $8M Series A funding, we're expanding nationwide and seeking exceptional talent to join our mission-driven team.

Role:

As a Partner Success Manager, you will play a pivotal role in ensuring the satisfaction, engagement, and growth of FamilyWell’s partnerships. You’ll be responsible for the ongoing management and success of partner relationships, serving as a trusted advisor and strategic collaborator. Working closely with clinicians, clinical and administrative leadership, and other key stakeholders, you will deeply understand partner needs, provide proactive support and guidance, and drive program adoption, utilization, and long-term expansion.

Reports To: Director of Partner Success

Salary Range: Starting at $90,000 annually, to be determined based on experience 

Location: Preference for Boston, MA area OR located within 2 hours of Boston; Open to travel

Key Responsibilities:

Partner Engagement and Advocacy:

• Serve as the primary liaison for partner clinics and health systems, acting as their advocate and trusted point of contact. Gather and share partner insights, feedback, and success stories to guide program enhancements and ensure alignment with clinical and operational goals.
• Conduct regular field visits (approximately one-three days per week) to engage clinic leadership, providers, and staff - strengthening relationships, sharing program updates, and identifying opportunities to optimize workflows and partnership outcomes.
• Facilitate ongoing partnership meetings with key stakeholders, providing data-informed updates, discussing challenges and opportunities, and collaborating on strategies that drive mutual success.
• Build and maintain strong, trust-based relationships with clinicians and healthcare professionals, serving as a consultative resource to improve program adoption, operational efficiency, and patient impact.
• Collaborate with the Partner Success Director to manage key stages of the partner lifecycle. This includes supporting early partner engagement and relationship development through implementation and onboarding. The Partner Success Director leads implementation, onboarding, and long-term partnership strategy, while the Partner Success Manager provides ongoing support and relationship management as partnerships stabilize.
• Support the Partner Success Director in managing patient repair efforts by maintaining clear, proactive communication with clinic partners to resolve escalations or concerns and preserve strong, trusting relationships.

Partner Billing Support 

• Serve as a knowledgeable first point of contact for partner clinic billing teams, including educating partners of CoCM billing during implementation, addressing concerns, triaging inquiries, coordinating with internal billing or RCM teams, and ensuring timely, transparent resolution that preserves partner trust.
• Support partners in navigating billing-related questions tied to the program - including patient eligibility, claim submission, reimbursement timelines, and denial trends - ensuring they feel confident and supported.
• Collaborate cross-functionally with finance, billing operations, and clinical teams to relay partner feedback on billing pain points, contributing to process improvements that reduce friction for clinic staff and patients.
• Track and document billing-related escalations and resolution timelines, identifying patterns that may indicate systemic issues requiring broader operational attention

Operations and Team Collaboration:

• Serve as the voice and advocate for our partners, representing their perspectives and priorities across internal teams. Synthesize insights and feedback from key stakeholders to shape strategic direction and drive continuous improvement.
• Collaborate on the creation of partner enablement resources, including training materials, knowledge bases, case studies, and success stories that highlight best practices and outcomes.
• Develop a deep understanding of partner workflows, challenges, and goals to ensure our programs and initiatives are fully aligned with their needs and deliver measurable value.

Patient Enrollment:

• Ensure partner clinicians accurately and confidently communicate program details to patients, including next steps for enrollment and what to expect, recognizing that provider presentation directly influences patient engagement and follow-through.
• Identify barriers to enrollment by monitoring partner feedback and referral trends, collaborating with the Partner Success Director and Enrollment leadership to improve processes and outcomes.
• Support workflow improvements across clinic partners to strengthen referral follow-through and optimize patient conversion rates.

Qualifications

What you’ll bring:

• Proven experience as a Customer Success Manager, Partner Success Manager, or Account Manager within the healthcare or medical sales industry, with a strong track record of cultivating and expanding strategic relationships.
• 3+ years of clinical experience in a women’s health or OB/GYN setting strongly preferred, with a deep understanding of clinical workflows, patient care pathways, and the priorities of providers and practice leadership.
• Experience supporting or working alongside billing and revenue cycle management (RCM) functions within a clinical or healthcare operations context, with the ability to speak credibly to billing workflows, payer dynamics, and reimbursement processes.
• Demonstrated ability to serve as a trusted liaison for billing-related partner concerns, with a track record of translating complex financial and claims information into clear, actionable guidance for clinical and administrative staff. 
• Exceptional communication and interpersonal skills, with the ability to engage credibly with physicians, clinical staff, and administrative leadership, building trust and long-term partnership value.
• Strong understanding of business goals and partner needs, with a proactive, results-driven approach to driving engagement, retention, and measurable success.
• Highly organized and adaptable, capable of managing multiple partner relationships and cross-functional initiatives in a fast-paced, evolving environment.
• Collaborative mindset, comfortable working with sales, marketing, and clinical operations teams to align business objectives with partner success.

Core competencies:

• Communication: Exceptional written and verbal communication skills; able to influence and collaborate effectively with both clinical and administrative stakeholders.
• Organizational Excellence: Skilled at tracking partner performance metrics, documenting feedback, and ensuring timely, high-quality follow-up internally and externally.
• Data-Driven Approach: Leverages data and insights to inform discussions with partners, evaluate performance, and identify opportunities for growth or improvement.
• Presentation & Facilitation: Experienced in developing and delivering compelling presentations to clinical and executive audiences, translating complex concepts into clear, actionable strategies.
• Billing & RCM Fluency: Working knowledge of healthcare billing processes - including payer contracting, claim lifecycle, denial management, and patient financial experience - sufficient to triage concerns, ask the right questions, and connect partners with the right internal resources.
• Adaptability: Thrives in a rapidly growing organization; embraces change, innovation, and continuous improvement to enhance partner and patient outcomes.