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