Customer Success Manager

Innovative Care Management, Inc.•Portland, OR

13d•Remote

About The Position

We’re looking for a relationship-driven Customer Success Manager (CSM) to join our Client Services team. In this role, you’ll serve as the primary point of contact for a portfolio of clients, owning the relationship from onboarding through renewal and beyond. You’ll partner closely with clients, brokers, TPAs, and internal teams to ensure a seamless experience, resolve issues, and deliver meaningful value. This role is ideal for someone who enjoys balancing day-to-day client support with strategic account management—and who takes pride in building trusted, long-term partnerships that drive satisfaction, retention, and growth. This is a fully remote role. Candidate must reside in Oregon or Washington. This is a primarily remote position; however, this position may require quarterly travel for client sites, conference or in person meetings. Reliable transportation, schedule flexibility, and the ability to work independently while traveling is essential.

Requirements

At least 3 years of experience in client services or account management within healthcare, health insurance, or medical management
Experience working with TPAs, brokers, consultants, or carriers
Strong organizational and time management skills, with the ability to manage multiple priorities independently
Excellent communication skills, with a high degree of professionalism, empathy, and emotional intelligence
Proven ability to problem-solve, manage escalations, and navigate complex client situations
Ability to work both independently and collaboratively in a fast-paced, remote environment
Comfort with CRM systems, reporting tools, and learning new technology platforms
Ability to handle confidential information in compliance with HIPAA

Nice To Haves

Experience with renewals, retention strategies, and client presentations
Familiarity with self-funded health plans and medical terminology
Bachelor’s degree in healthcare, business, or a related field

Responsibilities

Own and manage relationships for a portfolio of client accounts, serving as the primary point of contact
Lead regular client meetings, business reviews, and renewal coordination efforts
Proactively communicate with clients to provide updates, address concerns, and ensure a high level of satisfaction
Monitor account health, identifying risks and opportunities to strengthen relationships and expand services
Navigate complex or sensitive conversations with professionalism, including escalations and financial discussions
Respond to and resolve client, broker, and partner inquiries through collaboration with internal teams
Track client activity, service utilization, and performance trends, and provide insights through reporting
Ensure timely delivery of reports and proactively address any delays or issues
Maintain accurate documentation, including CRM updates, client records, and benefit materials
Support client-facing activities such as meetings, presentations, and events