Customer Success Manager

Who We Are

Concert Health is a mission-driven Behavioral Health Medical Group bringing evidence-based behavioral health services to primary care practices and organizations across the country. Through outcome-driven clinical work, we are making great strides in increasing accessibility to behavioral healthcare for the patients who need it the most.

Concert Health helps primary care providers deliver exceptional, reimbursable, and integrated behavioral health services to their patients. We provide primary care partners with a comprehensive Collaborative Care solution - therapists as care managers, psychiatric providers as consultants, and the progressive technology needed to treat their patients. Our remote team provides evidence-based interventions to promote accurate diagnoses, symptom reduction, treatment plans, and optimal patient outcomes.

Who You Are

The Customer Success Manager (CSM) is directly responsible for the successful launch, adoption, retention, and strategic growth of Concert Health’s partnership accounts. This leader will ensure our partners successfully implement and maximize the value of the Collaborative Care model.

The CSM acts as the client's primary advisor, leveraging Concert Health's processes and toolkits to guide partners toward achieving their clinical and financial objectives. The ultimate goal is to build long-term, high-value relationships that make Collaborative Care the standard behavioral health pathway for our partners.

Key Responsibilities: Realizing Partner Value and Driving Adoption

1. Strategic Account Leadership & Value Realization

• Executive Relationship Management: Establish and maintain high-level, trusted-advisor relationships with key decision-makers, including C-suite executives, Population Health leaders, and Clinical/Administrative heads within partner organizations.
• Strategic Success Planning: Develop, implement, and lead Strategic Partner Success Plans utilizing the Concert Health Blueprint/Toolkits, ensuring alignment between our service delivery, contract terms, and the partner’s strategic goals for clinical and financial outcomes.
• Quarterly Business Reviews (QBRs): Lead regular QBRs to present data-driven performance insights, demonstrate the realized clinical and financial value of the partnership, and collaboratively plan for sustained growth and optimization.
• Role Accountability: Own and drive performance against core KPIs/metrics: Revenue Growth, Partner Retention, Utilization, Care Margin and Successful Enablement/Integration milestones.

2. Adoption, Enablement, and Workflow Optimization

• Drive Adoption: Serve as the primary point of contact for day-to-day operations and strategic direction. Monitor adoption metrics and proactively implement workflow best practices and enablement strategies to ensure deep, sustained usage of the Collaborative Care pathway.
• Enablement Programs: Lead the implementation of partner enablement, marketing, and adoption plans, surfacing educational program opportunities that accelerate service adoption and proficiency among clinical staff.
• Operational Alignment: Collaborate cross-functionally with Clinical, Billing, Patient Connection, and Technology teams to flawlessly execute contract terms, ensure commitments are met, and drive operational initiatives (like EHR integration) critical to partner enablement and mutual success.
• Data-Driven Optimization: Monitor and analyze key performance indicators (KPIs) and utilization data to identify and implement areas for operational, financial, and clinical performance optimization across assigned accounts.

3. Growth and Risk Mitigation

• Expansion Strategy: Identify and execute strategies for revenue growth, including market expansion and upselling new services/features within existing accounts, in partnership with senior leadership.
• Risk Management: Proactively monitor partner health and engagement levels. Develop and execute mitigation plans to address any risks to partner satisfaction or retention.
• Compliance: Ensure partner operations and service delivery adhere to all relevant legal, regulatory, and operational standards (e.g., HIPAA compliance).