Senior Customer Success Manager

Client Summary: Leading provider of value-based care technology solutions Helps healthcare organizations transition from volume-based to value-based incentives SaaS platform enables seamless collaboration between health plans and provider organizations Optimizes performance in HEDIS, risk adjustment, and population health management Position Responsibilities: Develop strong, strategic relationships with customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the ARW-Customer relationship Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies Drive projects to timely completion by acting as a liaison between the customer and the program managers for regulatory submission processes Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed Experience & Skills: Required Experience and Qualifications: Minimum requirement: BA/BS in a relevant discipline. MPH, MHA, MHSA, MBA or equivalent graduate degree, and direct industry experience preferred. 7+ years in healthcare administration or healthcare technology/SaaS required. Experience working with Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs) required. Experience in customer success, account management, or a related role is a plus. Foundational knowledge and experience in value-based care programs is critically required. Direct or adjacent experience with Quality programs, such as HEDIS, STAR, QRS, and/or MSSP/ACO Direct or adjacent experience with Risk Adjustment models such as CMS-HCC, HHS-ACA, and/or UCSD-CDPS Passionate about learning and solving challenging problems in the healthcare operations, regulation and technology space. Willingness to work as needed with international teams and timezones. Compensation $105k-$135k,

Medical, 401k, PTO, long term disability, life, home office stipend #J-18808-Ljbffr