Customer Success Manager (Affinity Partnerships)

About CareScout

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.

We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!

CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

POSITION TITLE

Customer Success Manager (Affinity Partnerships)

POSITION LOCATION

New York, NY

or

Richmond, VA

YOUR ROLE

The Customer Success Manager is the face of CareScout to our valued affinity/referral partners. You will be responsible for managing Affinity partner relationships and overseeing solution implementation. The Customer Success Manager is skilled in listening to what a Partner values, applying technical, operational, and product expertise to the unique situation, leveraging modular capabilities to support operational scale, and problem solving when gaps arise in the model.

Critical to the role is to ensure that Partners have a seamless experience throughout the business development cycle through to full adoption. You will perform the following key activities: business development activities, managing Partner relationships, representing CareScout and CareScout’s products, leading Partner calls, managing the onboarding of a Partner, confidently presenting to internal leadership or Partner stakeholders, managing timelines and program tracking, creating and tracking KPI’s, reporting and program insights.

As a team member, you will be interacting with people across CareScout. You will be required to be collaborative, decisive, and someone people look forward to working with. You have the temperament to think through the tradeoffs between needs of the Partner and internal priorities. You are an “athlete” across the organization and can work independently to make things happen.

What You Will Be Doing

• Help develop and/or refine the business case and go-to-market plans
• Support Sales in cultivating and signing Affinity partners by providing expertise on the potential value and launch models, as well as ensuring a smooth handover
• Oversee multiple medium-sized Partners or 1-2 large-sized Partners
• Manage the implementation process for Partners, including scoping, planning, executing, monitoring, and closing relationships (if necessary).
• Collaborate with our product and engineering teams to ensure that any technical requirements are met during the implementation process.
• Develop and maintain project documentation and provide regular status updates to internal stakeholders and Partners.
• Provide training and support to Partners during the onboarding process and throughout.
• Work with Marketing to develop and support Partners in co-creating and providing collateral for requisite campaigns to end customers
• Continuously evaluate and improve the implementation process to ensure efficiency and effectiveness.
• Present to internal leadership or Partner groups
  
  
  

What You Bring

• Bachelor's degree in a related field
• 5 years of experience in business development, Partnership management, product implementation, or related roles
• Experience working for platform technology companies as a plus
• Experience working B2B, with affinity partners experience as a plus
• Excellent presentation, communication, and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.
• Strong organizational and project management skills with the ability to prioritize and manage multiple projects simultaneously
• Attention to detail and ability to problem-solve in a fast-paced environment
• Ability to travel when necessary, expected 10% of time
• Ability to work independently and as part of a team
  
  
  

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services
  
  
  

For candidates based in the New York City Metropolitan area, the base salary pay range for this role starts at $125,000 up to the maximum of $170,000. An employee’s pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, experience, and qualifications. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors to ensure pay equity within the organization.