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

The Customer Success Manager plays a critical role in driving customer retention through proactive engagement with customers and the implementation of strategic retention initiatives. In addition to core retention campaigns and allegation mitigation, the role supports Call Quality for their team, contributes to broader enterprise value by test & learning new initiatives, and can be part of building something from the ground up. The Customer Success Manager should be ready to receive objectives and determine approach, resources, goals, and measure success.

 

The Customer Success Manager will work closely with the AVP, Growth & Operations, 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.

 

Driving Retention Campaigns and Initiatives

• Leads retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success
• Oversees the roll out of enterprise value initiatives vital to a new and growing business model 

 

Strategic Collaboration and Leadership

• Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
• Facilitates cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to customer engagement
• Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback

 

Empowering Associates and Building a Supportive Team Culture

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

 

Coaching and Performance Management

• Creates a cohesive team with one goal: be the best advocate for our customers
• Provides ongoing coaching and training to equip associates with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences (i.e. Call Quality)
• Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation
• Conducts regular one-on-one sessions to set clear goals, provide constructive feedback, and support professional development

 

Administrative Responsibilities

• Communicates policies, schedules updates, and time-off guidance effectively
• Oversees timekeeping and scheduling, including timesheets, managing employee schedules, and ensuring adequate coverage during absences
• Monitors 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/informal leadership experience
• Proven ability to coach and develop team members, driving performance and accountability