Customer Success Manager

Innovative Care Management, Inc. is dedicated to putting people at the center of every decision in the complex healthcare environment. They are seeking a relationship-driven Customer Success Manager to serve as the primary point of contact for a portfolio of clients, ensuring a seamless experience and delivering meaningful value.

Responsibilities:

• Own and manage relationships for a portfolio of client accounts, serving as the primary point of contact
• Lead regular client meetings, business reviews, and renewal coordination efforts
• Proactively communicate with clients to provide updates, address concerns, and ensure a high level of satisfaction
• Monitor account health, identifying risks and opportunities to strengthen relationships and expand services
• Navigate complex or sensitive conversations with professionalism, including escalations and financial discussions
• Respond to and resolve client, broker, and partner inquiries through collaboration with internal teams
• Track client activity, service utilization, and performance trends, and provide insights through reporting
• Ensure timely delivery of reports and proactively address any delays or issues
• Maintain accurate documentation, including CRM updates, client records, and benefit materials
• Support client-facing activities such as meetings, presentations, and events

Requirements:

• At least 3 years of experience in client services or account management within healthcare, health insurance, or medical management
• Experience working with TPAs, brokers, consultants, or carriers
• Strong organizational and time management skills, with the ability to manage multiple priorities independently
• Excellent communication skills, with a high degree of professionalism, empathy, and emotional intelligence
• Proven ability to problem-solve, manage escalations, and navigate complex client situations
• Ability to work both independently and collaboratively in a fast-paced, remote environment
• Comfort with CRM systems, reporting tools, and learning new technology platforms
• Ability to handle confidential information in compliance with HIPAA
• Experience with renewals, retention strategies, and client presentations
• Familiarity with self-funded health plans and medical terminology
• Bachelor's degree in healthcare, business, or a related field