Cleo · 14 hours ago

Senior Customer Success Manager - Health Plans + Health Systems

United States

Full-time

Remote

Senior Level

$135K/yr - $145K/yr

7+ years exp

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Responsibilities

Leverage your customer success expertise and health plan knowledge to build deep, trusted, and long-term business relationships with your clients

Provide strong day-to-day support and interactions that focus on your client's needs and strategic initiatives

Own logo and revenue retention, contract renewal, contract expansion, and revenue growth for your customer base

Conduct quarterly executive business reviews to document success, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations, and review Cleo’s product roadmap

Measure and communicate key metrics to leadership and peers, own leading and lagging indicators of success, identify at risk accounts early, and create strategic plans to turn their experience around and lead to favorable resolution

Assist in driving successful launches for new health plans and health systems, both in the commercial and government spheres

Partner with Marketing and Product to drive adoption and enrollment in Cleo products, maximizing engagement rate of the Cleo benefit to continually demonstrate value

Be the voice of the customer internally to ensure Cleo delivers products, services, and a member experience that meet our customer’s needs

Achieve operational excellence; ensure all communication and activities with assigned customers are documented in CRM (Salesforce)

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementMedicare AdvantageAccount ManagementHealthcare OperationsCRM (Salesforce)Data AnalysisHealth Services KnowledgeRelationship Building

Required

7+ years of customer success or account management experience in Medicare Advantage and Commercial health plans

Deep prior experience managing, retaining, renewing and upselling a multi-million dollar book of business comprised of large health plans and health systems, including Medicare plans

Experience building trusted business relationships by exceeding customer expectations, being accessible and responsive, and delivering on promises efficiently and effectively

The ability to switch seamlessly between both the strategic and tactical. You are a do-er who thrives on action and improvement, but you do so thoughtfully: leveraging data, industry best practices, and building scalable solutions for the long-term

Skilled at identifying and forging relationships with C-level executives, decision makers, and influential stakeholders

Outstanding communication skills, both verbal and written; an ability to provide clear and concise guidance through emails and over the phone or in person with a casual and confident tone

Excellent presentation development and delivery, with the ability to create storylines and present data in a way that resonates with your audience

Self-motivation with the ability to be hardworking, coachable, and willing to learn new skills

The ability to thrive in a rapidly-growing environment while maintaining professionalism, confidentiality, and composure

Background in or passion for working in health services related to women’s health, maternity, child care and/or caregiving

An eagerness to work in an ever-changing, fast-paced startup environment