(US) Customer Success Manager - Health Plan (Great Lakes)

Day-to-day responsibilities include:

Own strategic partnerships with clients, acting as the primary point of contact

Proactively identify customer performance improvement opportunities leveraging robust data

Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration

Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value

Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization

Maintain customer engagement levels and support customer NPS scores

Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement

Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans

Support churn reduction, both for organizations and products

Support revenue expansion and improvement of bookings metrics

Other criteria as determined by CSM Leadership team

Required Experience:

Prior health plan experience

Exposure to health care organizations required

Strong written and verbal communication skills

Excellent organizational, project management & time management skills

Strong relationships, teamwork, and collaboration capabilities

Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions

Post-secondary education required

Experience with SaaS or EHR is a definite asset

Strong entrepreneurial spirit is a strong bonus