Senior Customer Success Manager

Position Summary:

Contributes to the organizational strategy and achievement of company goals by fueling MacroHealth’s growth and value in the healthcare market. Builds and maintains effective relationships with key payer customers, primarily at the senior or executive leadership levels, to deliver valuable business opportunities and outcomes for their business. Achieves customer objectives while driving product adoption, increasing retention, and mitigating customer churn. Accountable for client retention and growth. Owns the client experience for key clients and serves as the primary contact across a portfolio of organizations. Key contributor to building our customer experience processes and organizations. Generates and implements key metrics for customer support, education, and revenue growth. Collaborates with internal teams to build consensus and achieve organizational goals. Interface with customers who serve International traveler, student and expatriate members.  

Key Relationships: Executive Leadership Team, Sales, Customer Experience, Product, Customer Delivery 

Key Accountabilities: 

1. Drives expansion of in-force partner accounts 

• Gains knowledge of the client’s business objectives and strategies and consults with them to build their healthcare ecosystem, reduce healthcare costs, and increase access
• Develops account profiles and strategies to capitalize on opportunities to achieve customer satisfaction and growth strategies
• Leads customer focus groups/product development sessions to understand potential white space
• Collaborates with product organization to drive development of new products or features that have wide customer appeal
• Transitions new customers, champions process changes, articulates business value, and delights enterprise clients
• Responsible for annual upsell target for existing accounts

2. Owns the client experience and serves as the primary contact for client group 

• Serves as the primary point of contact and owns the client experience across all MacroHealth departments
• Requires conveying advanced information and persuading several diverse stakeholders/audiences
• Recognized internally as the client subject matter expert
• Quickly becomes the trusted advisor for customers
• Creates meaningful relationships within customer organizations, at all levels
• Monitors the customer satisfaction and risk factors of each account and escalates appropriately within the organization.
• Advocates for network partners on behalf of customers in situations requiring intervention

3. Leader in providing insights to the customer experience 

• Develops and refines key performance indicators (KPIs) and company business processes to track and deliver a high-caliber customer experience
• Deeply understands the healthcare marketplace, particularly territories in which key accounts are located, and provides analysis and thought leadership to customers and to internal stakeholders
• Works on broader organization projects, which requires understanding of wider business

4. Collaborates internally with teams

• Advocates for customer experience and customer first mindset across organization
• Primary advocate for prioritization of work that impacts assigned customers
• Establishes new processes and organizational structures to resolve operational gaps
• Collaborates with internal teams to build teamwork and achieve organizational goals

Required Education and Experience: 

• Experience with International Private Medical Insurance and/or travel assistance is required
• A track record of building high-value relationships with health plans, health systems, and/or health care solution providers
• Experience working with or for health care provider networks, health plans, network intermediaries, third party administrators, or related entities with network relationships; a deep, highly fluent understanding of how health payers, provider networks and strategic partnerships in the health care industry operate
• Proven ability to interact with senior healthcare leaders in a strategic capacity
• BA/BS degree or equivalent
• Minimum of five years of relevant experience

Travel: ability to travel up to twice a month / approximately 25% 

Salary: $120,000 - $135,000 DOE plus bonus/equity/401k match/flexible PTO/vacation 

Core Competencies: 

One Team:

• Act as one team with fellow MacroMates and customers
• Value humility, low ego, and collaboration
• Maintain an All for One, One for All attitude 

Deliver on Promises:

• Do the right thing
• Do what you say you will do
• Work with a sense of urgency and transparency

Macro Thinking: 

• Challenge yourself and others to think boldly, bigger, and into the future
• Lead with a Growth Mindset
• Act as a thought leader for the healthcare industry

MacroHealth is an equal opportunity employer.