General Purpose
We’re seeking a Customer Success Manager who excels in a fast-paced, mission-driven environment and is passionate about supporting clients in the Workers’ Compensation, Group Health, and Stop-Loss markets. Our ideal candidate is someone who is energized by the opportunity to contribute to an evolving and growing company, and who embraces the challenges and rewards that come with rapid growth and change. In this role, you’ll be the primary point of contact for a portfolio of clients, responsible for managing onboarding, training, customer advocacy, and performance monitoring. You’ll work closely with our legal, operations, sales, and product teams to drive product adoption, optimize workflows, and address client needs. This position reports directly to the Chief Sales Officer.
Duties & Responsibilities
- Serve as the primary point of contact for assigned clients, guiding them through the entire customer journey—from onboarding and implementation to ongoing support and long-term success.
- Provide comprehensive training and ongoing support to clients, ensuring satisfaction and helping them maximize the value and usage of our products.
- Build and maintain strong, trusted relationships with clients, serving as their primary point of contact and advocating for their needs within the company.
- Monitor client performance metrics and usage data to identify trends, opportunities for improvement, and potential risks. Proactively address issues to ensure client satisfaction and retention.
- Set clear success metrics and timelines that align clients with project goals and expectations.
- Advise clients on best practices for submitting claims, dispute escalation, and utilizing available tools and platforms effectively.
- Identify opportunities to streamline workflows, reduce reimbursement challenges, and ensure compliance with industry standards.
- Manage and execute various agreements (e.g., Single Case Agreements (SCA), Non-disclosure Agreements (NDA), and Business Associate Subcontractor Agreements (BASA).
- Support the sales team with data gathering for ongoing agreements and contribute to the creation of Statements of Work (SOW).
- Document and organize client interactions, progress reports, claim data, and other relevant information in spreadsheets or files.
- Schedule, attend, and transcribe client and demo meetings; input data into the CRM system and send follow-up communication as needed.
- Manage vendors, programs, and third-party relationships associated with each case.
- Communicate operational results to clients, sales, and finance departments.
Qualifications
- Bachelor’s degree or 4+ years of experience in customer success, account management, or client services, preferably within healthcare or health tech.
- Strong technical aptitude, hands-on experience in database analytics, system implementations, technical connectivity (e.g., APIs, data integrations), and troubleshooting.
- Strong technical experience using CRM and project management tools (e.g., Monday.com, Asana, Excel) and the ability to quickly adapt to new technologies.
- Excellent collaboration and interpersonal skills with a proven ability to build relationships and deliver exceptional client service.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, etc.).
- Exceptional attention to detail and organizational skills.
- Experience supporting HIPAA compliance and managing protected health information (PHI) is preferred.
- Familiarity with healthcare providers, payers, or TPAs is a plus.
- Experience in claims processing, revenue cycle management, health plans, or payment integrity is a plus.
Classification: Salary Exempt
Status: Full-time Regular
Starting Salary: $85,000 annually
