Customer Success Manager

Responsibilities

• Build proactive account and renewal plans, identify risk early, and focus high-touch engagement where it can materially change the outcome.
• Own retention strategy, pricing and contracting coordination, executive relationships, and risk plans across a portfolio of consequential enterprise accounts.
• Build multithreaded relationships with benefits leaders, consultants, finance, clinical, procurement, and operational stakeholders, adapting the value story to each decision-maker.
• Use eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI evidence to diagnose account performance; understand how file specifications and data-flow issues affect customer confidence and results.
• Secure the customer access and communication permissions needed to reach eligible members and improve enrollment, activation, and sustained engagement.
• Identify cross-functional breakdowns, engage the right partners across Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations, and keep the customer informed through resolution.

Languages