Client Management Associate

Location: Remote - US Remote work mention: Modern Health is a fully remote workforce. US-based team members outside Pacific time zone expected to work at least six hours between 8 am and 5 pm Pacific time each workday. This position is not eligible to be performed in Hawaii. Employment type: Not explicitly stated (implied full-time) Experience level: 2+ years in a support agent or similar client support role

Job Description

Modern Health is a mental health benefits platform for employers, offering access to one-on-one, group, and self-serve digital resources for emotional, professional, social, financial, and physical well-being.

The Role

Day to day, you’ll support SMB customers through scalable channels while designing and refining automated and AI-assisted journeys that enable clients to self-serve, allowing them to obtain support and configure Modern Health without reliance on 1:1 support. As part of the SMB Client Management team, you’ll drive program adoption, retention, and growth by improving pooled model infrastructure and collaborating cross-functionally to enhance self-serve experiences and bring customer insights into the roadmap. Ideal candidates have prior experience in client management or operational roles, are comfortable working in tools like Zendesk, and enjoy using data and experimentation to improve automation and self-serve experiences. You are a proactive self-starter who can independently identify opportunities to reduce manual work, improve response quality and consistency, and scale impact—while staying grounded in the mission to expand access to mental health care. Reports into Director of Client Management.

What You’ll Do

Provide frontline client support via Zendesk: respond to client questions/requests, triage/escalate as needed, leverage/improve macros/knowledge base content, surface patterns/insights for timely resolutions.
Partner with Rev Ops Associate to maintain/monitor/enhance automated client journey programs enabling self-serve.
Monitor customer health using data-driven metrics to identify/escalate risk and uncover account opportunities.
Collaborate cross-functionally with Product, Operations, Sales, Clinical Care to advocate for clients and drive adoption.
Manage escalations and complex client needs with patience, professionalism, clear communication.
Organize/lead client product demos for members to drive understanding/engagement.
Support SMB Client Manager by preparing data, insights, materials for client conversations/strategic reviews.

Who You Are / Role Requirements

2+ years in support agent or similar client support role at technology or healthcare company
East Coast based (Eastern Time)
Experience working with cross-functional groups/senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing
Excited about building processes around new challenges; enjoy problem-solving; keen attention to detail; motivated for ongoing team improvement
Ability to operate autonomously in fast-paced environment; initiative with strong urgency
Strong interpersonal, relationship-building, listening skills
Immigration sponsorship not available; must maintain work authorization without employer sponsorship

Bonus Qualifications

Experience using help desk software and remote support tools
Previous HR, benefits or healthcare experience

Benefits

Fundamentals:

Medical / Dental / Vision / Disability / Life Insurance
High Deductible Health Plan with HSA option
Flexible Spending Account (FSA)
Access to coaches/therapists through Modern Health platform
Generous Time Off
Company-wide Collective Pause Days

Family Support:

Parental Leave Policy
Family Forming Benefit through Carrot
Family Assistance Benefit through UrbanSitter

Professional Development:

Professional Development Stipend

Financial Wellness:

401k
Financial Planning Benefit through Origin

Additional:

Annual Wellness Stipend for overall well-being items
New Hire Stipend for work-from-home setup costs
ModSquad Community virtual events (ERGs etc.)
Monthly Cell Phone Reimbursement

Salary Information (Equal Pay Act Info)

Starting annual pay range depends on location zone: | Zone | Locations | Salary Range (USD) | |-------|----------------------------------------------------------------------------------------------|------------------------| | Zone 1 | San Francisco Bay Area & New York City Metro | $70,400 - $88,000 | | Zone 2 | Other California locations & Seattle WA | $63,360 - $79,200 | | Zone 3 | Other New York locations; other Washington locations; Washington DC; Austin TX; CT; IL; MA; NH; NJ; OR; RI; VT | $63,360 - $79,200 | | Zone 4 | All other Texas locations & many other US states | $56,320 - $70,400 | Ranges may include base pay plus commission at 100% target achievement depending on role scope. Compensation depends on qualifications/skills/experience.

Skills Mentioned Explicitly or Implicitly:

Client management/support experience (2+ years)
Use of Zendesk or similar help desk software (e.g., Intercom or Salesforce Service Cloud)
Data-driven decision making using metrics like ticket volume trends, CSAT scores, response times
Automation design/refinement including AI-assisted journeys
Cross-functional collaboration (Product, Operations, Sales, Clinical Care)
Communication skills: managing escalations professionally with clear communication
Ability to organize and lead product demos/walkthroughs for clients/members
Problem-solving skills with attention to detail and process building mindset
Ability to operate autonomously in fast-paced environment with urgency