Sr. Customer Success Manager, Broker Channel
New
US-based remote locationsFull-TimeSenior
Salary$85,000 - $105,000 base + equity per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Relationship managementCustomer Success
Requirements
- 5+ years of experience, preferably in a fast-growing environment in the health or benefits space.
- Licensed broker.
- Understanding of health plan operations and finances.
- Experience in managing customer retention and expansion.
- Ability to serve as a partner and consultant to brokers, insurance agents, and consultants.
- Capacity to facilitate QBRs and manage end-to-end renewals.
- Comfortable cross-functional collaboration with sales, product, operations, marketing, and support teams.
- Strong communication skills with the ability to provide strategic advice.
- Ability to research, document, and educate others on processes and policies.
- Values-oriented mindset with a focus on healthcare improvement.
- Ability to work with curiosity, humility, and compassionate candor.
Responsibilities
- Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service.
- Act as the relationship lead and strategic contact for customers and brokers, including presenting plan data and conducting Quarterly Business Reviews (QBR).
- Own the annual renewal process end-to-end.
- Serve as a partner and consultant to brokers and clients, providing strategic advice on benefits and Sana plans.
- Proactively manage potential escalations and act as the voice of the customer and broker internally.
- Educate others on updates related to internal processes, external policies, and best practices.
- Lead initiatives to improve team processes and customer strategies.
- Partner with Sales to expand and retain brokerage relationships.
- Collaborate cross-functionally to enhance the customer and broker experience.
- Act as a thought partner with the product team to help create a best-in-class customer experience.
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