Partner Success Manager
At Jukebox Health, our mission is to empower everyone to live safer, healthier, more independent lives at home. We partner with health plans to make homes safer and more accessible for older adults and high-needs populations. We achieve this by combining technology with networks of clinicians, suppliers, and installers to deliver personalized home modifications and environmental supports nationwide. Founded by experienced entrepreneurs, Jukebox Health is a fast growing healthcare services company backed by top venture capital firms like Valtruis and The Home Depot.
This role will focus on our New York Medicaid market, where we need dedicated support to continue driving impact and efficiencies as we support that partner, with the opportunity to grow into ownership of additional partners and programs across our portfolio over time. We're ideally looking for this person to have clinical experience as Occupational Therapist (OT) or Physical Therapist (PT) to give our partners a level of clinical insight and credibility that's hard to replicate. This is not a dedicated clinical specialist role, but a clinical lens shapes how this person engages with partners and approaches program design.
Key Responsibilities
Partnership & Account Management
Serve as the relationship owner for active partnerships, maintaining regular communication and ensuring partner satisfaction and engagement
Build trust and credibility with partner stakeholders across all levels and regions through consistent, informed engagement
Act as the "voice of the partner" internally, translating feedback and requirements into actionable insights for product, operations, and clinical teams
Drive growth and expansion within existing partnerships by identifying opportunities for program enhancement and increased utilization
Serve as the escalation point for partner relationship issues or systemic program concerns that day-to-day operational channels haven't resolved
Identify bottlenecks in the partner journey and drive resolution cross-functionally
Design and lead partner-facing engagement initiatives in response to what the data and field are surfacing, with clear outcome tracking
Program Optimization: Metrics & Performance
Own visibility into the key metrics that indicate program health (e.g., referral volume, SLA trends, approval rates, utilization and revenue trends, conversion rates) and use them to drive priorities and strategic interventions
Own partnership performance analytics and reporting, tracking key metrics and demonstrating value creation
Identify trends and outliers in program data, diagnose root cause, and drive resolution through the right internal team
Implementation Execution
Lead end-to-end implementation planning and execution for new partnerships, managing relationships from contract signature through program launch
Develop and refine standardized implementation processes and documentation to ensure consistent, efficient partner onboarding
Coordinate cross-functional teams including operations, clinical, and technical resources to deliver successful program launches on time and within scope
Qualifications
Required
Clinical degree or licensure (OT or related healthcare credential)
3+ years of project management, consulting, partner/account management, or relevant experience in healthcare, preferably with managed care organizations, Medicaid, or other healthcare payers
Demonstrated experience managing complex implementations or program launches
Understanding of healthcare payer operations, including knowledge of Medicaid, managed care, and value-based care models
Strong analytical skills with the ability to interpret performance and program data
Consultative approach with strong problem-solving abilities and client relationship management skills
Excellent communication skills with the ability to translate clinical and operational concepts for diverse stakeholders
Preferred
Prior experience with NY Medicaid HCBS programs (e.g., NHTD/TBI, SCN) or similar state-based programs
Knowledge of home and community-based services (HCBS), population health, and/or social determinants of health programs
Experience with healthcare technology implementations or health plan operations
Experience working in a fast-paced startup or high-growth environment
Lives in NY tristate area
How We Invest In You
Generous company-funding of our health, vision, and dental plans
HSA plan with company seeding
FSA plan
Short and Long-Term Disability
Life and Personal Accident Insurance
Hospital Insurance
401k immediately upon hire
Generous candidate referral program
Yearly wellness stipend
Time Away
Unlimited PTO + 10 paid holidays
Remote First Team
$1000 stipend towards work from home costs
Frequent team off-sites and get-togethers around the country
Collaborative team environment
Monthly Townhalls
High trust environment
A laptop and company swag upon hire
Compensation Range: $100,000-$110,000/year + company equity