Partner Success Manager - Remote/CT, MA, RI

Description: About BrookBrook is The Remote Care Company. Building on our foundation in remote care, we provide the connected operating system that combines clinical AI, care teams, connected devices, and end-to-end delivery to enable continuous, longitudinal care at scale. We support adults managing chronic conditions such as diabetes, hypertension, and heart failure, while also helping people reduce their risk of developing type 2 diabetes through Brook+, our CDC-recognized Diabetes Prevention Program. Working alongside clinics, hospitals, and health plans, we help patients stay connected, engaged, and supported between visits through a combination of technology, clinical expertise, and proactive outreach. The approach enables earlier intervention, improves the patient experience, reduces administrative burden on care teams, and helps healthcare organizations deliver better outcomes more efficiently. The result is healthier patients, more satisfied providers, fewer avoidable hospitalizations, and a more scalable and sustainable approach to chronic care management. Our ambition. Make continuous care the new standard of healthcare. Run the continuous care infrastructure that extends clinical teams and empowers patients to achieve better health outcomes. Brook. The Remote Care Company. For our patients. For our partners. For each other.

The Role: The Partner Success Manager owns a book of Brook’s healthcare partnerships — health systems, provider groups, and health plans — and is accountable for their satisfaction, retention, and growth. The PSM is the day-to-day owner of each relationship and the bridge between partner needs and Brook’s clinical, operational, and product teams. The role keeps partners performing and confident in Brook’s Remote Care services — running business reviews, driving adoption and measurable outcomes, surfacing expansion opportunities, and resolving issues before they escalate. It suits a relationship-driven account manager who is organized, data-comfortable, and energized by partner outcomes; the Senior Partner Success Manager and VP of Partner Success steps in for enterprise-level negotiations and strategic decisions. What the Role Owns Partner Relationships Owns the day-to-day relationship for a book of partner accounts, building trust across clinical, operational, and executive contacts. Serves as the first point of contact and the escalation path for partner questions and issues. Develops and maintains an account plan for each partner, aligning Brook’s capabilities to their goals. Retention, Adoption & Growth Drives adoption and utilization of Brook’s Remote Care services toward measurable clinical and financial outcomes. Leads regular business reviews that land on clear outcomes and next steps. Identifies and qualifies expansion opportunities, and partners with the Partner Success team on renewals and enterprise-level conversations. Tracks partner satisfaction and retention risk and builds mitigation plans for at-risk accounts. Performance & Cross-Functional Partnership Translates partner performance data into clear, useful updates for partner stakeholders. Ensures partner feedback reaches Product, Clinical Operations, and leadership. Coordinates across Partner Operations, Product, and Data to deliver on partner commitments. Knowledge, Skills, and Abilities 3–5 years in partner success, customer success, or account management, ideally with healthcare partners. Track record of driving retention, adoption, and satisfaction across a book of accounts. Comfortable leading business reviews and day-to-day partner conversations with clinical and operational stakeholders. Strong organization and analytical comfort — interprets performance data and turns it into action. Excellent written and verbal communication. Bachelor’s degree or equivalent experience. Comfortable using AI tools to work efficiently, with the judgment to verify output. Preferred Experience Experience with health systems, ACOs, FQHCs, or value-based care organizations. Direct experience with Remote Patient Monitoring (RPM), Chronic Care Management (CCM), or related Remote Care services. Familiarity with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight). Working at BrookThree commitments anchor the work — for our patients, for our partners, and for each other. Brook moves fast in two of the most demanding industries in America, and the way the team shows up to each other is the way it shows up to the patients and partners who count on Brook. No bystanders. A gap or a risk gets brought forward, not worked around — effort and credit are shared across the team. Honest, with care. Pushback is thoughtful, and when a tradeoff is hard, the patient and partner on the other end anchor the call. Operational rigor, with AI in the loop. Daily, skeptical, accountable use of AI-enabled tooling — and the judgment to know where AI carries the work and where a human must. Why This Role Partners are how Brook reaches patients at scale, and the Partner Success Manager owns those relationships day to day — keeping partners healthy, growing, and confident in Brook. It is a high-ownership seat with a clear path to senior partner success as the book and skills grow. Benefits at BrookBrook offers a comprehensive benefits package supporting the medical, financial, and mental-health wellbeing of employees and their families. Medical, dental, and vision — Brook pays 100% of premiums for you and your children and 50% for a spouse or domestic partner, plus a Brook-funded HSA contribution (prorated by hire date) and a medical concierge. Mental health at no cost through Spring Health, plus flexible PTO, dedicated sick time, and a generous holiday schedule. Employer-paid life, AD&D, and short- and long-term disability; 401(k) with company match; and an emergency-savings match. Employee referral bonus. Working Arrangement and Eligibility Remote within the United States, based in Southern New England, with regular travel to partners across Massachusetts, Connecticut, and Rhode Island. Candidates must be authorized to work in the U.S.; the role is not eligible for U.S. visa sponsorship. Equal Opportunity Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship, or any other protected characteristic covered by applicable law. All employment is decided on the basis of qualifications, merit, and business need.