Client Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver daily operational assistance for Centivo’s client experience.

• Participate in and support client meetings and open enrollment sessions.

• Collaborate with the Client Success Executive on renewals, escalations, and ongoing plan management.

• Address claims, benefit, and enrollment issues with both internal teams and external vendors.

• Document and track inquiries until resolution and maintain client trackers.

• Monitor and follow up on member and VIP member concerns.

• Enter and manage Cigna SRS tickets until resolved.

• Appropriately escalate client inquiries and concerns.

• Verify HCC notices for accuracy and compliance with thresholds.

• Execute follow-ups on outstanding items, cross-functional tasks, and changes to benefit plans.

• Organize client projects, including renewals and terminations.

• Establish and maintain access to reporting tools and employer portals.

• Update Salesforce with contact information for clients and brokers.

• Assist with open enrollment meetings, communications, and member portal testing.

• Prepare renewal confirmation forms and review SBCs, SPDs, amendments, plan documents, and ID cards.

• Input client-specific data from the MCW into Salesforce.

• Maintain the Master Client Workbook and benefit summaries post go-live.

• Send Zakipoint data as necessary.

• Support reporting ticket requests, generate ad hoc reports, and ensure tracking and follow-up.

• Prepare reports related to clients and internal operations.

• Generate claims impact reports and review initial renewal invoices.

⛳️ Requirements

• Bachelor’s degree preferred, or a comparable combination of education and experience.

• Minimum of 3 years of experience in client service, account management, or operations within health benefits, insurance, or a related field such as PBM.

• Proficient understanding of health plan operations, including claims, benefits, and enrollment processes.

• Capacity to manage multiple priorities, track detailed tasks to completion, and meet deadlines.

• Excellent written and verbal communication skills for engaging with clients, brokers, and internal teams.

• Comfortable working with Salesforce, Plan Manager, and other systems while ensuring data accuracy.

• Ability to coordinate efforts between internal departments and external vendors.

• Strong attention to detail and exceptional organizational skills.

• Willingness to travel occasionally for open enrollment and client support.

• Authorization to work in the United States for any employer.

• Centivo does not provide sponsorship for work authorization visas.

• Experience managing a portfolio of client accounts or directly supporting an account executive/manager with a book of business.

🏝️ Benefits

• Bonus.

• Health benefits, with some costs covered by the employer.

• Paid time off (PTO).

• Equity option grants.

• Flexibility to work from home.

• Minimal-to-moderate travel for open enrollment and client support needs.