Manager, Customer Success
Auto ImportAbout the Opportunity The organization is seeking a Manager, Customer Success to serve as the strategic lead for an assigned book of business. In this role, the Manager acts as a trusted advisor to healthcare clients—including health plans, major health systems, and risk-bearing entities such as Accountable Care Organizations (ACOs)—guiding them through value-based care initiatives post-sale.
Operating with significant autonomy, the Manager defines program success, designs and executes account strategies, and demonstrates ongoing value and return on investment to drive long-term partnerships, renewals, and expansions. This customer-facing, analytical, and cross-functional role collaborates closely with engineering, sales, provider operations, and product teams to deploy technology and operational services effectively. The position reports to the Director of Customer Success.
Position Details
- Role: Manager, Customer Success
- Employment Type: Full time
- Location: United States
Key Responsibilities
- Own the end-to-end customer success strategy for an assigned book of business, establishing priorities and delivering measurable outcomes with minimal day-to-day oversight.
- Serve as the primary operational and strategic leader for accounts, leading weekly and monthly client meetings and managing the preparation and delivery of Quarterly Business Reviews (QBRs).
- Conduct quantitative analyses and deep-dive reviews to identify value realization opportunities on the platform, translating complex data into actionable strategies and compelling narratives.
- Build analytical models to underpin account strategies, evaluate performance assumptions, size opportunities, and quantify return on investment.
- Proactively monitor customer health metrics and performance trends aligned with value-based care objectives, identifying and addressing risks before escalation.
- Diagnose complex operational barriers, independently formulating and executing data-driven mitigation plans.
- Partner with leadership and enterprise growth teams to manage renewal strategies, mitigate churn, and pursue account expansion opportunities based on demonstrated performance.
- Lead cross-functional workstreams and strategic initiatives internally to support client outcomes and maximize value realization.
- Champion the client perspective internally to inform broader organizational planning, strategy, and product alignment.
Required Qualifications
- At least 6 years of relevant experience in management consulting, customer success, account management, or comparable client-facing, analytical, or strategic roles within health tech or value-based care organizations.
- Demonstrated professional experience in the healthcare sector.
- Deep expertise in at least one core area of value-based care—such as Risk Adjustment (including Medicare and Medicaid rhythms and outcomes), Quality Measures (Star Ratings, Medicaid withholds), or Cost of Care (ACO programs, care transitions)—along with broad familiarity across the others.
- Proven track record of independently managing client relationships and senior stakeholder engagements without requiring ongoing day-to-day managerial intervention.
- Advanced analytical proficiency using Excel to manipulate, structure, and derive insights from large, complex, and imperfect datasets.
- Exceptional verbal and written communication skills, with an ability to communicate complex data-driven concepts clearly.
- Demonstrated relationship-management capabilities, establishing credibility as a trusted thought partner across multiple levels of client leadership.
- Strong project management and prioritization skills, with the ability to manage multiple concurrent workstreams effectively.
- Demonstrated ability to challenge client perspectives productively using data and analytical insights to validate ROI.
- Comfort navigating ambiguity, articulating problems and solutions concisely, and driving strategic decisions.
- Ability to manage competing priorities, proactively communicate obstacles, and collaborate effectively within a nimble team environment.
- Experience leveraging AI tools to enhance workstream efficiency and scalability.
- Medical, dental, and vision insurance coverage
- Stock options
- 401(k) retirement plan with an employer match
- Flexible paid time off
- Paid family and caregiver leave
- Pre-tax commuter benefits, Health Savings Account (HSA), and Flexible Spending Account (FSA) options
- Wellness and lifestyle benefits, including fitness memberships and stipends