Client Success Specialist

Graici is seeking a Client Success Specialist with strong hands-on experience supporting Ohio Medicaid applications and renewals. This person will support the day-to-day success of Graici’s Federally Qualified Health Center (“FQHC”) partners by helping coordinate renewal workflows, maintain clear communication, track open work, and ensure partner needs are addressed. The role is well suited for someone who understands Medicaid renewal processes and is also organized, responsive, detail-oriented, and comfortable working directly with partner teams. The Client Success Specialist will report to the Customer Success Manager and work closely with partner staff and Graici’s internal teams to keep work moving, surface issues, and support a consistent client experience.

Client Success Specialist

Graici | Full time employee | Location: Cleveland, OH, hybrid

Hybrid schedule: 3–4 days per week on-site, with the remaining workdays from home. Candidates must be based in the Cleveland area or able to meet this weekly on-site commitment.

Client Success Specialist

Graici | Full-Time | Fully Remote (Ohio) Occasional travel

Salary range: $60,000 - $75,000

About Graici

Graici’s Adaptive Data Wallet securely acquires, organizes, and activates the information people need to access care, social benefits, and other essential resources.

By bringing together an individual’s healthcare, social, employment, education, and financial information in a consent-based source of truth, Graici helps reduce administrative burden and make complex systems easier to navigate. The platform supports individuals and organizations across healthcare, public benefits, and commercial settings.

Graici’s work includes Medicaid renewals, benefits enrollment, care navigation, and other processes that help people access the services and resources they need.

The Role

Graici is seeking a Client Success Specialist to manage the implementation and ongoing success of Graici’s healthcare and government partnerships.

This role combines client success, implementation management, workflow analysis, and operational measurement. The Client Success Specialist will work directly with partner teams to understand how work is currently performed, implement Graici-supported processes, coordinate people and systems, support adoption, resolve issues, and maintain strong partner relationships.

The role will also conduct time and labor studies, document workflows, establish operational baselines, and prepare reporting that demonstrates the measurable value of Graici’s solutions. These findings will help Graici and its partners understand current workload, staffing requirements, operational cost, time savings, personnel savings, and opportunities for improvement.

The Client Success Specialist will help identify what work a partner currently performs, what Graici may take over or improve, how the future-state process should operate, and how results should be measured.

This position sits within Customer Success, reports directly to the Director of Customer Success, and works closely with Product, Operations, Implementation, Sales, and partner teams.

What You’ll Own

Partner relationship management

• Serve as the day-to-day point of contact for assigned partners.
• Build trusted working relationships with partner leaders, operational staff, benefits teams, and other stakeholders.
• Understand partner goals, priorities, concerns, constraints, and definitions of success.
• Maintain regular communication regarding implementation progress, open questions, risks, decisions, and next steps.
• Coordinate recurring check-ins, working sessions, observations, site visits, status updates, and partner reviews.
• Ensure partner questions are answered or routed to the appropriate Graici team.
• Maintain clear ownership of follow-up across Graici and partner teams.
• Help partner teams understand Graici’s tools, workflows, expectations, and implementation approach.

Implementation management

• Coordinate implementation activities from kickoff through launch and ongoing improvement.
• Develop and maintain implementation plans, timelines, task lists, dependencies, and readiness criteria.
• Coordinate interviews, workflow walkthroughs, observations, documentation requests, training, testing, and launch preparation.
• Manage implementation activities across partner locations, departments, systems, and stakeholders.
• Track decisions, requirements, risks, blockers, and changes in scope.
• Identify when partner work or internal work is delayed, incomplete, or blocked.
• Clarify the issue, owner, impact, and recommended next step.
• Escalate time-sensitive or unresolved issues with appropriate context.
• Keep implementation work moving until an issue is resolved or a new path forward is agreed upon.
• Support the transition from current-state workflows to Graici-supported processes.
• Help ensure implementation activities remain organized, documented, and on schedule.
• Support the creation of implementation playbooks, companion guides, readiness materials, and repeatable operating frameworks.

Workflow analysis and documentation

• Observe and document current enrollment, renewal, benefits-related, and administrative workflows.
• Map processes, handoffs, systems, roles, dependencies, decision points, and sources of delay.
• Identify where work is delayed, duplicated, manually completed, or dependent on unclear ownership.
• Create workflow documentation that can be understood and used by partner and internal teams.
• Maintain current-state and future-state process documentation.
• Identify differences between documented procedures and how work is performed in practice.
• Organize complex information into workflow maps, process guides, implementation materials, and reference documents.
• Document the relationship between partner processes and Graici-supported workflows.
• Translate workflow findings into practical implementation requirements and recommendations.

Time studies and operational baselines

• Conduct time studies and work observations with partner staff.
• Measure the time and labor involved in enrollment, renewal, document collection, follow-up, and related activities.
• Establish baselines for work volume, staff involvement, processing time, handoffs, staffing requirements, and operational cost.
• Track how work moves across people, teams, locations, systems, and external dependencies.
• Organize findings into clear reports that show how work is currently performed.
• Identify activities Graici may automate, reduce, support, or assume over time.
• Help define the metrics needed to measure partner outcomes, implementation progress, adoption, time savings, personnel savings, and cost savings.
• Support the development of baseline information needed to demonstrate Graici’s value to current and future partners.

Partner support and adoption

• Support partner teams during training, testing, launch, and early-stage adoption.
• Help staff understand new processes, tools, roles, handoffs, and expectations.
• Identify confusion, resistance, incomplete handoffs, or process gaps that may affect adoption.
• Provide practical support as partner teams begin using Graici-supported workflows.
• Help reinforce process consistency across locations and teams.
• Collect feedback from staff and users and communicate themes to the appropriate Graici teams.
• Support ongoing workflow improvement after launch.
• Identify when additional training, documentation, or workflow clarification is needed.

Reporting and value measurement

• Prepare operational reports, assessment summaries, status updates, implementation reports, and partner review materials.
• Track work volume, task completion, turnaround times, staffing, barriers, dependencies, and outstanding items.
• Identify patterns across workflows, locations, teams, and partner experiences.
• Translate observations and data into clear findings, recommendations, and next steps.
• Support business cases that demonstrate the labor, time, personnel, and cost savings created by Graici.
• Help partners understand operational improvement and measurable value.
• Maintain accurate records that support savings calculations, partner reporting, and future expansion.
• Organize information for leadership updates, proposals, internal planning, and partner conversations.
• Help identify where actual results differ from the original baseline or expected outcome.

Escalation and cross-functional coordination

• Coordinate with Product when partner needs reveal product questions, limitations, or gaps.
• Coordinate with Operations when workflows, staffing, documentation, or support processes require attention.
• Work with Sales to provide accurate implementation context for current and future opportunities.
• Surface recurring partner questions, operational barriers, and workflow issues.
• Distinguish between training needs, process gaps, configuration needs, and product gaps.
• Provide clear context when escalating issues to leadership or another team.
• Track escalations through resolution and communicate changes to affected stakeholders.
• Help ensure commitments made during sales or implementation are realistic, documented, and communicated to the teams responsible for delivery.

Process and product improvement

• Identify opportunities to reduce manual work, rework, delays, confusion, and unnecessary handoffs.
• Share workflow findings with Product, Operations, and Customer Success.
• Help define product requirements based on observed partner needs.
• Support testing and refinement of Graici tools and workflows.
• Provide practical feedback based on real partner operations and user experiences.
• Create repeatable operating procedures that can support additional partners and locations.
• Improve implementation methods, documentation standards, reporting processes, and partner-support practices.
• Contribute to implementation playbooks, training materials, operating guides, and reusable frameworks.

Who You Are

• Ohio Based with the ability to travel to partner sites, meetings, and implementation activities as needed.
• Experienced in customer success, implementation, project coordination, healthcare operations, process improvement, or a related field.
• Comfortable managing partner relationships and coordinating work across multiple teams.
• Strong in implementation planning, follow-up, communication, and issue resolution.
• Able to understand how work gets done in practice, not only how it is described in a procedure.
• Systems-minded and able to recognize patterns, dependencies, gaps, and opportunities to improve operations.
• Comfortable conducting interviews, observations, workflow walkthroughs, and time studies.
• Able to turn complex conversations and messy real-world processes into clear documentation.
• Comfortable asking detailed questions and respectfully challenging unclear or inconsistent processes.
• Highly organized and able to manage multiple workstreams, timelines, dependencies, and stakeholders.
• Strong in written communication and able to create materials that partners and internal teams can use.
• Comfortable working directly with partner staff in healthcare, government, benefits, or community-based environments.
• Able to support training, adoption, testing, and implementation.
• Comfortable identifying what is known, what is unclear, what is assumed, and what still needs to be validated.
• Able to use sound judgment when information is incomplete and know when to escalate an issue.
• Adaptable in an early-stage environment where processes, tools, and implementation practices are still developing.
• Interested in how technology can improve access to healthcare, benefits, and essential resources.
• Able to balance partner relationships, implementation execution, operational measurement, and follow-through.

Experience with Medicaid, benefits, healthcare operations, enrollment, renewals, FQHCs, or public-sector workflows is welcome but is not required. Experience working with complex administrative or service-delivery processes is highly relevant.

Technology Skills

Comfort with:

• Google Workspace, including Docs, Sheets, Gmail, and shared drives
• Spreadsheets and basic reporting tools
• Workflow mapping, documentation, or project management tools
• CRM, case management, or operational tracking systems
• Virtual meeting and communication platforms
• AI tools and AI-assisted workflows

AI tools may be used to organize information, draft documentation, summarize findings, identify patterns, support reporting, and assist with implementation planning. All AI-generated work must be reviewed and validated before being shared with partners or internal teams.

What Success Looks Like

• Partners have a reliable Graici contact who understands their goals, workflows, and open issues.
• Implementation plans are organized, current, and progressing against agreed timelines.
• Partner teams understand Graici’s workflows, tools, responsibilities, and next steps.
• Staff receive practical support during training, testing, launch, and adoption.
• Current partner workflows are clearly documented and understood.
• Process delays, duplication, unclear ownership, and manual work are identified early.
• Partner and internal teams have clear next steps and accountable owners.
• Escalations are documented, communicated, and moved toward resolution.
• Time studies and work observations produce useful, organized findings.
• Graici has reliable baseline information about work volume, staff time, handoffs, staffing, and operational cost.
• Reports help Graici and its partners understand implementation progress, operational improvement, and potential savings.
• Business cases clearly communicate the time, personnel, and cost value created by Graici.
• Product and Operations teams receive practical feedback grounded in real partner workflows.
• Graici has repeatable implementation, documentation, training, and reporting practices that support future partners.
• Partners experience a consistent, organized, and responsive implementation process.

Reporting and Collaboration

This is a cross-functional role within Customer Success. The Client Success Specialist reports directly to the Director of Customer Success and works closely with Product, Operations, Implementation, Sales, and partner teams.

This position is remote within Ohio, with occasional travel to partner sites or other locations as needed. Frequent partner interaction and periodic on-site implementation support may be required.

Benefits

Stock options, healthcare, dental, vision, life insurance, long-term and short-term disability, unlimited PTO, remote work reimbursement.

Disclaimer

The above statements are intended to describe the general nature and level of work being

performed by people assigned to this position. They are not to be construed as an exhaustive or

all-inclusive list of responsibilities, duties, and skills required. From time to time, the Client Success Specialist may be assigned duties outside of normal responsibilities, as required.

EEO Statement

Graici is on a mission to bring equitable, effective engagement of all people to every

region of the country. As an equal-opportunity employer, we live our mission by ensuring that all

people experience being seen, heard, and belonging within our organization.

In recruiting for our team, we welcome the unique contributions that people can bring in terms of

their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of

origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and

life experience.