Senior Customer Success Manager (Remote)
About The Position
The Senior Customer Success Manager is the primary owner of large, complex health plan accounts, responsible for building trusted client relationships and ensuring successful outcomes across the customer lifecycle. Customer Success Managers do not simply resolve tickets; they shepherd work through resolution, coordinating across engineering, product, and other internal teams to move issues forward in a complex, matrixed environment. The role is highly relationship‑driven and requires comfort navigating difficult conversations, managing escalations, and working with sophisticated client stakeholders. This role plays a critical role in protecting revenue, driving retention, and identifying opportunities to expand value through strong partnerships and execution. Sponsorship, in any form, is not available for this position.
Requirements
- Experience managing enterprise or complex customer accounts in healthcare, healthcare technology, or a related environment.
- Strong relationship‑building skills with the ability to engage confidently with experienced and executive‑level stakeholders.
- Proven ability to navigate ambiguity and drive outcomes through influence rather than authority.
- Comfort handling escalations and facilitating resolution across multiple internal teams.
- Excellent communication, judgment, and organizational skills.
- Healthcare industry experience preferred; strong soft skills and leadership presence are critical.
- If you are not able to use your camera for all virtual meetings, you should not apply for this role. Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.
Nice To Haves
- Strong payer expertise within healthcare technology
- Awarded Top Account Manager and/or Presidents Club Winner
Responsibilities
- Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management.
- Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact.
- Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution.
- Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team.
- Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts.
- Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying).
- Representing the customer internally and ensuring alignment between client needs and organizational priorities.
Benefits
- Competitive salary
- Bonus structure
- Generous HSA company contribution
- Healthcare
- Vision
- Dental benefits
- 401k match program
- Unlimited PTO for salaried associates
- 9 paid holidays
- Reimbursement for gym memberships, participation in racing events, weight management programs (up to $250/year)
- Education reimbursement
- Paid Parental Leave for both moms and dads, both birth parents and adoptive parents
- Opportunities to volunteer time and funds for community engagement
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
