Pomelo CareRemote
Customer Success Manager
United States of America
Full-time
3 weeks ago
$100,000 - $125,000 USD
H1B Sponsor
Key skills
Customer success experienceHealthcare experienceProject managementCreative problem solvingCommunication skillsData-driven decision makingSelf-motivatedCollaborationProject ManagementCommunicationProblem SolvingCustomer Success
About this role
Pomelo Care is the national leader in evidence-based healthcare for women and children. In this role, you will build strong relationships with health plan and employer customers, ensuring a best-in-class customer experience and advocating for their needs while collaborating with cross-functional teams.
Responsibilities:
- Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs
- Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
- Advocate for strategic customer needs and feedback internally, and work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
- Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact for patients and plans/employers, and drive customer retention
- Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution
- Collaborate closely with Pomelo partnership, marketing, and operations teams on strategic customer opportunities, including presentations, major enrollment campaigns, or other initiatives critical to Pomelo’s customer success
Requirements:
- 3-7 years of experience in consulting, customer success, or project management, with preferably 2+ years of health tech or healthcare experience
- Strong project management and creative problem solving experience, with a proactive, solution-oriented, and customer-focused mindset
- Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
- Exceptional written and verbal communication skills
- Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
- Willingness and interest in using data and research to learn new content areas
- Experience implementing solutions within health plans or employers, or experience managing health plan or employer relationships
- Experience working in a virtual care setting and/or with value-based care models