Optimization Manager

Bamboo Health

4h•Remote

About The Position

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! Summary: Bamboo Health’s Tier 1 and 2 customers depend on our solutions during some of healthcare’s most pivotal moments — when those accounts lose value, patients feel it as much as our business does. The Optimization Manager owns retention and expansion outcomes for a 150+ account portfolio, turning AI-surfaced health signals and usage gaps into signed optimization plans, closed saves, and logged expansion revenue. This is a judgment-first role: AI handles the monitoring and the first-pass analysis, you handle the conversations, the negotiations, and the calls that actually move revenue. Success is measured in dollars retained and opportunities converted — not sessions held or reports produced.

Requirements

Bachelor’s degree or equivalent experience.
5+ years in customer success, account management, or a consultative customer-facing revenue role, with a track record of owning retention or expansion outcomes for a defined book of business.
Comfort making commercial calls — discount and product-swap decisions — within an approved playbook, and knowing when to escalate the exception instead of guessing.
Skill in the room: you can run a live diagnostic conversation with a customer and land on the right recommendation without waiting on a report to tell you what’s wrong.
A track record of catching a wrong analysis before it ships — you’re expected to treat ChurnZero health scores, pre-populated success plans, and (as it rolls out) automated SBR/ROI drafts as a starting point, not a finished answer.
Cross-functional range: you can carry an escalation into Product, Engineering, or Support and come back with a decision, not a ticket number.
You pick up new systems fast enough that unfamiliar tooling is never why you missed a deadline — today that means Salesforce and ChurnZero, but the qualification is the adaptability, not those two names.
Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows.
A forward-thinking, curious mindset with an openness to experimenting with new technologies.
Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions.
Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments.
Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions.
The ability to travel periodically for work.

Responsibilities

Decide whether ChurnZero and Salesforce’s auto-drafted success plan is right for the account — override it, escalate it, or carry it to a signed, customer-acknowledged close for the highest-risk tier of your book, prioritized by dollars at stake.
Close save commitments and renewal decisions on at-risk accounts, and get your contribution logged as its own line in the retention numbers — separate from what would have renewed anyway.
Decide how and when to pitch the up-sell and cross-sell opportunities ChurnZero already values and Salesforce already logs — your job is landing the pitch, not finding or pricing it.
Run the live optimization session yourself — diagnose the workflow gap, decide the recommendation, and get the customer’s sign-off; ChurnZero surfaces the usage data, you own the conversation.
Negotiate discount and product-swap offers within approved playbooks when a save calls for one, and flag the exceptions that fall outside them instead of guessing.
Escalate cross-functional issues before they become a reason to churn — package the urgency and business impact clearly enough that Product, Engineering, or Support prioritize it correctly the first time, without you having to chase it.
Catch it before the customer does: validate ChurnZero health scores and pre-populated success plans before they go out, and pressure-test the SBR and ROI-reporting automation as it comes online — correcting what’s wrong before a customer sees it.