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

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

Senior Customer Success Manager

Key skills