Senior Customer Success Manager - Health Plans + Health Systems

About Cleo:At Cleo, we make a real impact by doing work that matters: helping families be their best at home and at work.Cleo is the leading family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of Guides and Specialists—parent, maternity and adult care coaches, doulas, lactation consultants, sleep experts, and more—with a powerful technology platform that helps every working caregiver succeed.Cleo is offered by over 200 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, The Learning Care Group, Red Bull and Pinterest. With $81M raised from top investors including NEA, Greylock, and Transformation Capital, we’re expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector. Now we're looking for experienced and passionate team members like you to join us.

Title: Senior Customer Success Manager

Overview:We are seeking a dynamic and experienced Senior Customer Success Manager to join our team, specializing in managing relationships with health plans and health systems, including Medicare plans, both in the commercial and government verticals. As a Senior CSM you will be an individual contributor responsible for driving adoption, retention, and satisfaction while ensuring our solutions deliver measurable value. The ideal candidate will have deep knowledge of healthcare operations and Medicare framework, a strategic mindset, and a passion for building strong, long-lasting partnerships. In your role you will work cross functionally with colleagues across Operations, Product, Sales and Marketing to meet health plan and health system needs, resolve issues and continuously optimize the business in ways that will help Cleo scale. You will build and nurture relationships with new and existing health plans and health systems, creating lasting partnerships with your book of business which will lead to advocacy and growth for Cleo.

This role reports to the Associate Director of Customer Success.

Key Responsibilities

• Leverage your customer success expertise and health plan knowledge to build deep, trusted, and long-term business relationships with your clients
• Provide strong day-to-day support and interactions that focus on your client's needs and strategic initiatives
• Own logo and revenue retention, contract renewal, contract expansion, and revenue growth for your customer base
• Conduct quarterly executive business reviews to document success, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations, and review Cleo’s product roadmap
• Measure and communicate key metrics to leadership and peers, own leading and lagging indicators of success, identify at risk accounts early, and create strategic plans to turn their experience around and lead to favorable resolution
• Assist in driving successful launches for new health plans and health systems, both in the commercial and government spheres
• Partner with Marketing and Product to drive adoption and enrollment in Cleo products, maximizing engagement rate of the Cleo benefit to continually demonstrate value
• Be the voice of the customer internally to ensure Cleo delivers products, services, and a member experience that meet our customer’s needs
• Achieve operational excellence; ensure all communication and activities with assigned customers are documented in CRM (Salesforce)

To be successful in this role you may have:

• 7+ years of customer success or account management experience in Medicare Advantage and Commercial health plans
• Deep prior experience managing, retaining, renewing and upselling a multi-million dollar book of business comprised of large health plans and health systems, including Medicare plans
• Experience building trusted business relationships by exceeding customer expectations, being accessible and responsive, and delivering on promises efficiently and effectively
• The ability to switch seamlessly between both the strategic and tactical. You are a do-er who thrives on action and improvement, but you do so thoughtfully: leveraging data, industry best practices, and building scalable solutions for the long-term
• Skilled at identifying and forging relationships with C-level executives, decision makers, and influential stakeholders
• Outstanding communication skills, both verbal and written; an ability to provide clear and concise guidance through emails and over the phone or in person with a casual and confident tone
• Excellent presentation development and delivery, with the ability to create storylines and present data in a way that resonates with your audience
• Self-motivation with the ability to be hardworking, coachable, and willing to learn new skills
• The ability to thrive in a rapidly-growing environment while maintaining professionalism, confidentiality, and composure
• Background in or passion for working in health services related to women’s health, maternity, child care and/or caregiving
• An eagerness to work in an ever-changing, fast-paced startup environment