Customer Performance Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:  

The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Customer Performance Manager drives Customer Performance across the customer lifecycle. Beginning with the onboarding process through ongoing customer management, the Customer Performance Manager is tasked with defining metrics to diagnose performance issues and influence improved performance. This individual has experience in the healthcare industry and is comfortable analyzing and working with complex data and working with and enabling a variety of stakeholders (frontline to VP). 

Essential Functions (Duties and Responsibilities):  

40% Customer Performance Strategy 

• Define framework and metrics at different stages of the customer lifecycle to evaluate customer performance and drive outcomes for all customer personas (product mix, tenure, specialty, payment models) 

• Engage with Customer Success leadership on a recurring basis to review and analyze performance 

• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing customer performance 

• Produce business reports and metrics packages on a regular basis 

• Create easily consumable data visualizations to solve key business questions and influence outcomes 

• Partner with Business Intelligence team to prioritize and build Customer Performance tools, providing the customer and front-end user perspective 

• Work with Customer Success VPs to define cadence and touchpoints on performance  

• Prepare business leaders to talk to customer-specific performance 

• Develop customer intervention strategy to improve customer performance 

40% Customer Performance Operations & Enablement 

• Create toolkits for Customer Success Managers and Onboarding Success Managers to diagnose performance issues and influence improved performance 

• Partner with cross-functional teams (e.g., Customer Marketing) to implement intervention strategies and ensure customer messaging is consistent and cohesive 

• Partner with Business Intelligence and Enablement, as appropriate, to enable Customer Success Managers and Onboarding Success Managers on Customer Performance tools, including delivering training, developing decks, process documents, FAQs, etc. 

20% Support Divisional Strategic Initiatives  

• Lead and support ad hoc projects and analyses aimed at improvi