Client Insights Manager

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.

In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for a Client Insights Manager to help us execute operationally. This role will play a critical role in our ability to support and maintain our growing book of business.

Reporting to the Sr. Director of Client Success Operations, you will own key operational activities and be crucial in helping to manage the client lifecycle for Carrum’s enterprise clients. This is a tremendous growth opportunity for someone looking to be challenged on a daily basis, learn from an experienced team, and build a career in Client Success. The Client Insights & Training Manager will build and refine the analytical, operational, and educational foundation that enables Carrum’s Client Success organization to deliver exceptional outcomes for our employer clients. This role blends data analytics, reporting strategy, instructional design, operational rigor, and cross-functional collaboration to elevate how our teams - and our clients - understand and use data.

In this role, you will also design and optimize key reporting frameworks (e.g., ABRs, QBRs), enhance Tableau data sources, evaluate and implement CRM or reporting tools, and support CS operational processes across the organization. You will collaborate closely with Business Intelligence, Product, Analytics, Finance, Billing, Legal, Provider Operations, and other teams to ensure seamless workflows and data-driven decision-making.

Additionally, the Client Insights Manager will support core Client Success operational workflows — including supplemental client reporting, patient escalation research, and cross-functional initiatives with Billing, Legal, Provider Operations, and other teams. As the organization grows, there will also be an opportunity to develop and deliver training programs for both internal Client Success team members and external clients. You will create curriculum, instructional materials, and courses that help new and existing CSMs understand reporting best practices, interpret data effectively, and communicate insights with clarity.

The salary range for this role is $120,000 - $140,000 plus bonus, depending on level of experience and geographic location.

You’re excited about this opportunity because you will...

Reporting, Insights & Analytics

• Design, maintain, and enhance client-facing reporting templates for ABRs, QBRs, and other client presentations.

• Evaluate third-party CRMs, analytics platforms, and workflow tools to improve automation and operational rigor.

• Improve and optimize Tableau data sources and dashboards to increase accuracy, reliability, and efficiency.

• Liaise between Client Success and BI/Product teams to define reporting needs and develop enhancements that make dashboards more intuitive and actionable.

• Translate complex data into clear, actionable insights that empower Client Success Managers and strengthen client storytelling.

• Provide insights-driven support for Carrum’s largest enterprise clients, including ad hoc data requests and deep-dive analyses.

Client Success Operations

• Create and improve operational procedures and workflows that enhance efficiency across CS operations.

• Lead implementation, configuration, rollout, and ongoing management of new tools, including documentation, enablement, and training.

• Serve as the internal subject-matter expert on CS tools, reporting systems, and operational processes.

• Partner with Finance to automate workflows and develop consistent, templated reporting.

• Lead or support cross-functional initiatives with Billing, Legal, Provider Operations, and others to streamline workflows and enhance the overall client experience.

• Offer occasional onsite event support as needed.

• Identify opportunities to reduce operational inefficiencies and strengthen data integrity across the organization.

• Develop and maintain documentation, playbooks, process standards, and instructional materials to ensure consistent execution and scalable team practices.

Training, Education & Enablement

• Create and implement instructional materials, training modules, and courses for internal CS teams and clients—covering topics such as interpreting report data, generating meaningful client insights, and presenting data effectively.

• Develop onboarding curriculum for new CSMs to ensure strong foundational knowledge of reporting, analytics, and best practices in client storytelling.

• Centralize and standardize client training, providing consistent, scalable education that reduces the need for CSM-led one-off training.

• Facilitate live or recorded training sessions, workshops, and refreshers to build team competency in reporting tools, dashboards, and client insights frameworks.

• Develop playbooks, documentation, and learning resources that elevate team performance and knowledge retention

We’re excited about you because you bring…

• 5-8+ years of experience in Client Insights, Client Success Operations, Business Operations, Data Analytics, Training/Enablement, or a related field (healthcare experience a plus).

• Experience designing training programs, curriculum, or instructional materials—preferably within a technical, data-driven, or client-facing environment.

• Strong background in BI/reporting tools with expertise in Tableau (Looker, Power BI, or similar also beneficial).

• Experience evaluating, implementing, or administering CRM and workflow platforms (Salesforce, HubSpot, Gainsight, or similar).

• Demonstrated ability to manage complex, cross-functional projects from scoping to execution.

• Experience working with enterprise clients and supporting high-stakes client engagements.

• Advanced Excel/Google Sheets skills; SQL or strong data analysis experience a plus..

• Exceptional analytical and communication skills—the ability to turn data into insights and insights into compelling narratives.

• Highly organized, detail-oriented, and able to manage multiple initiatives simultaneously.

• Comfortable working in a dynamic, fast-paced environment with evolving priorities.

Why you’ll love working with us...

• We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.

• We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.

• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same.

• We carve out time to let go of work to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago. We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.

• We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities.

• You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.

Other benefits:

• Stock option plan

• Flexible schedules and remote work

• Chicago and San Francisco offices available

• Self-managed vacation days, within reason

• Paid parental leave

• Health, vision, and dental insurance

• 401K retirement plan

About Carrum

We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact.

Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.