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The Customer Success Manager is a key leadership role responsible for ensuring member retention through proactive engagement and strategic initiatives, and operational excellence. This role works collaboratively within a leadership team to ensure alignment and consistent performance, managing up to 25 Customer Success Agents to deliver on retention objectives and enterprise initiatives.

The Customer Success Manager plays a critical role in driving member retention through proactive engagement with at-risk members and the implementation of strategic retention initiatives. In addition to core retention campaigns, the role supports plan-to-plan transitions for existing members and contributes to broader enterprise value by providing support within the integrated healthcare model. This includes managing partnerships, such as CenterWell collaborations, and implementing processes for allegation mitigation and other critical operational priorities. 

 

The Customer Success Manager will work closely with the Customer Success AVP, Customer Success Director, and cross-functional teams to drive strategic priorities, and provide valuable insights to support decision-making. As a critical link between associates, peers, and senior leadership, the Customer Success Manager fosters a culture of accountability, collaboration, and continuous improvement within the team and across the organization.

 

Department Hours – Shift could fall between the business hours of 7:00 am to 11:00 pm local time.  Hours are subject to change based on business needs

 

Driving Retention Campaigns and Initiatives

• Lead retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success.
• Collaborate with associates to implement plan to plan changes for members, ensuring smooth transitions and consistent green glove experiences.
• Oversee the roll out of enterprise value initiatives vital to the integrated healthcare model.

 

Strategic Collaboration and Leadership

• Partner with AVP, Director, and peer leaders to align team strategies with broader organizational goals and retention objectives.
• Facilitate cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to member engagement.
• Represent the team in strategic discussions, providing insights and recommendations based on team performance and member feedback.

 

Empowering Associates and Building a Supportive Team Culture

• Create an inclusive, supportive culture where associates feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals.
• Empower associates to identify and member concerns independently, providing clear guidance, tools, and support to build confidence and autonomy.
• Demonstrate effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team.

 

Coaching and Performance Management

• Providing ongoing coaching and training to equip associates with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences.
• Use key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation.
• Conduct regular one-on-one sessions to set clear goals, provide constructive feedback, and support professional development.

 

Administrative Responsibilities:

• Communicate policies, schedule updates, and time-off guidance effectively.
• Oversee timekeeping and scheduling, including timesheets, managing employee schedules, and ensuring adequate coverage during absences.
• Monitor attendance, punctuality, and overtime.

 

Use your skills to make an impact
 

Required Qualifications

• Health Insurance Licensure in resident state.
• 3+ years working in healthcare insurance or a related industry.
• 3+ years of formal leadership experience managing teams of 15 or more associates in customer success, retention, sales, or similar role.
• Proven ability to c