Customer Success Manager

Concert Health is a mission-driven Behavioral Health Medical Group focused on delivering integrated behavioral health services to primary care practices. The Customer Success Manager is responsible for the successful launch, adoption, retention, and growth of partner accounts, ensuring effective implementation of the Collaborative Care model and building long-term relationships with key stakeholders.

Responsibilities:

• Serve as the primary point of contact for partner needs, ensuring timely, high-quality responses across clinical, operational, and administrative areas
• Proactively identify, triage, and resolve issues—driving toward systematic, scalable solutions rather than one-off fixes
• Coordinate cross-functional resources (clinical, operations, product, billing) to remove barriers and maintain momentum
• Establish clear accountability, follow-through, and communication loops to ensure nothing falls through the cracks
• Lead strategies to increase provider engagement, referral volume, and appropriate utilization of Collaborative Care services
• Analyze performance data to identify gaps in adoption and deploy targeted interventions (training, workflow optimization, outreach)
• Partner directly with providers and practice staff to reinforce best practices and embed Collaborative Care into daily workflows
• Actively monitor utilization trends and take ownership of improving performance against targets
• Own overall account performance, including clinical, operational, and financial outcomes
• Identify and execute opportunities for expansion, optimization, and increased value realization within existing partnerships
• Translate partner goals into actionable success plans, with clear milestones and measurable outcomes
• Drive continuous improvement by capturing insights, sharing best practices, and scaling what works across accounts
• Build and maintain strong, trust-based relationships with executive sponsors and senior stakeholders
• Lead regular business reviews, presenting performance insights, outcomes, and strategic recommendations
• Confidently navigate complex stakeholder environments, aligning priorities and driving decision-making
• Act as a strategic advisor, influencing partner leadership to invest in and expand Collaborative Care as a core model
• Take full ownership of partner outcomes, acting with a high degree of autonomy and initiative
• Anticipate challenges before they arise and act decisively to address them
• Maintain a relentless focus on results, continuously pushing accounts forward and holding both internal teams and partners accountable

Requirements:

• BS/BA degree in or five years of position-related experience
• Experience in healthcare is required
• Customer Success Management or Account Management experience in the healthcare industry, with a proven track record of achieving financial goals (retention/growth)
• Demonstrated experience building successful partnerships and driving significant revenue, focusing on maximizing value realization
• Strong foundational understanding of the healthcare delivery system in primary care and administrative/clinical leadership within those settings
• Exceptional presentation, negotiation, and written communication skills, with proven ability to engage C-suite and senior clinical leadership
• Proven ability to utilize data and insights to measure partner performance and deliver value-creating recommendations
• Experienced in utilizing customer engagement and activity-tracking tools such as Salesforce, Gainsight, or comparable platforms
• Intermediate proficiency with Salesforce, Google Suite, or Microsoft Office
• Ability to travel up to 25%
• MBA is a plus