Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +8 more states.

📋 Description

• Manage intricate enterprise relationships as a trusted executive partner.

• Act as the main point of contact for key decision-makers, handling inquiries and escalations.

• Supervise the customer lifecycle from strategic onboarding to retention.

• Deliver technical support, address issues, and ensure product functionality aligns with specifications.

• Advocate for customer feedback to Product and Engineering teams.

• Lead consultative account management across Operations, Legal, and Product/Engineering departments.

• Identify and secure opportunities for upselling and cross-selling.

• Monitor and report on recurring revenue, margins, satisfaction scores, account risks, and escalations.

• Spearhead quality improvement initiatives aimed at closing care gaps and enhancing member engagement.

• Formulate and implement gap closure plans and annual quality objectives.

• Guide cross-functional teams to achieve measurable outcomes.

• Design member outreach campaigns and oversee HEDIS and STAR workflows.

• Create repeatable playbooks to adapt to changing CMS/NCQA requirements.

• Develop KPI dashboards and executive reports.

• Track performance trends and provide quarterly recommendations.

• Serve as an executive liaison, presenting quality results to senior client leadership.

• Assist in business development and solution design.

• Establish scalable operational processes and identify opportunities for automation.

• Create business cases and ROI models.

• Oversee program budgets and manage vendor relationships.

⛳️ Requirements

• Bachelor's degree is required.

• 5+ years of experience in Healthcare Operations or Customer Success, ideally within digital healthcare or pharmacy.

• 3+ years of experience leading HEDIS, STARS, population health, or quality improvement programs.

• Demonstrated success in managing complex healthcare client relationships, including confident interaction with C-suite executives.

• In-depth knowledge of NCQA and CMS quality measures.

• Strong technical expertise or aptitude for comprehending and troubleshooting complex systems and applications.

• Excellent communication and interpersonal skills with senior client leadership and other high-stakes stakeholders.

• Strategic thinker with a strong customer-centric focus.

• Strong analytical mindset with proficiency in data analysis and problem-solving.

• Experience leading cross-functional teams in a matrixed environment.

• Capacity to manage multiple high-priority enterprise accounts and competing interests.

• Direct experience in closing HEDIS or STAR care gaps at scale (population health management).

• Background in designing or executing member outreach campaigns (call center, SMS, digital, or mail-based).

• Experience managing contract renewals, SLAs, or escalations with enterprise health plan or employer clients.

• Familiarity with quality measure lifecycle management.

• Experience navigating both the clinical/quality aspect and the commercial/account perspective of a healthcare business.

• Must be authorized to work for any employer in the U.S.; no visa sponsorship or transfer is available.

🏝️ Benefits

• Dental insurance.

• Vision insurance.

• Multiple group medical plans.

• 401(k) retirement savings plan.

• Group life insurance.

• Accidental death and dismemberment (AD&D) insurance.

• Flexible spending account (FSA).

• Health savings account (HSA).

• Commuter benefits.

• Employer-paid short-term disability (STD) insurance.

• Employer-paid long-term disability (LTD) insurance.

• Supplemental spouse life insurance.

• Legal insurance.

• Employee assistance program.

• Home health testing kits.

• Fertility medication discount program.

• Flexible vacation time.

• Accrued paid sick time.

• 10 paid holidays.

• 2 floating holidays for full-time non-exempt employees.

• 8 weeks of paid parental leave for eligible employees.

• Additional paid weeks for the birthing parent.

• 4 weeks paid caregiver leave.

• Lifestyle Spending Account allowance each month.