Customer Success Manager

Health Rosetta is a Public Benefit Corporation with a mission to reform the healthcare system by creating high-performance health benefits plans. The Customer Success Manager will be responsible for guiding clients through the management of their self-funded health plans, focusing on building strong relationships and ensuring client satisfaction through effective communication and operational support.

Responsibilities:

• Client Relationship Management
• Act as the primary liaison for clients, ensuring satisfaction through prompt and precise handling of inquiries
• Take a proactive approach to client engagement, developing strategies to enhance satisfaction and elevate service quality
• Lead health plan implementations, coordinating efforts across stakeholders to ensure seamless service
• Use functional and operational knowledge to develop and deliver project deliverables tailored to clients’ needs
• Plan Design, Compliance, and Management
• Collaborate on self-funded medical and pharmacy plan strategies, providing recommendations and insights
• Analyze plan details, ID cards, and SBCs to ensure accurate representation of health plan intentions
• Support review of plan-related materials and help identify questions, inconsistencies, or operational concerns requiring clarification
• Maintain awareness of evolving healthcare regulations and operational requirements affecting self-funded health plans
• Communication and Collaboration
• Actively participate in team meetings, contributing to a collaborative, communicative environment
• Serve as a backup for team members, helping ensure seamless coordination and problem resolution
• Develop educational materials, playbooks, and checklists to support standardized processes and scalability
• Support continuous learning by identifying areas for improvement and assisting in team training
• Continuous Improvement and Development
• Collaborate with industry experts to promote adoption of Health Rosetta best practices among clients
• Engage with the user community to design processes aligned with product goals and client needs
• Refine documentation, processes, and best practices to enhance efficiency and client experience
• Conduct vendor due diligence, assisting with performance monitoring and quality oversight
• Take on additional responsibilities as assigned by management

Requirements:

• At least 5 years of experience in self-funded health plan design and interpretation, with a strong understanding of plan structures and administration
• Minimum 5 years in healthcare insurance operations, implementation, or account management supporting self-funded employers or working within a TPA, PBM, or Broker/Advisor environment supporting self-funded health plans
• Previous experience working within a start-up or a small group employer setting, demonstrating adaptability, resourcefulness, and the ability to thrive in dynamic, evolving environments
• Demonstrated success in highly competitive settings, with a solid record of client retention and high satisfaction
• Strong attention to detail, with the ability to manage multiple priorities and tasks effectively in fast-paced settings
• Skilled in managing client relationships, with a history of building and maintaining long-term, successful partnerships
• Proficient in reading and interpreting plan documents, with familiarity in service agreements and contract terms
• Strong project management skills with a proven ability to coordinate complex initiatives, manage timelines, and ensure deliverables are met
• Strong computer proficiency, including mastery of the Google Workspace applications
• Share a specific example of a self-funded plan improvement or operational enhancement you supported. What strategies or actions were implemented, and what measurable results were achieved?
• Describe a health plan implementation or transition project you led. How did you coordinate across stakeholders to ensure success?
• What strategies do you use to build and maintain strong, long-term client relationships? Share an example of a challenging client situation and how you resolved it
• How do you balance the need to be consultative while driving action and ensuring client satisfaction?
• Discuss your experience working with stop-loss carriers, PBMs, or other vendors. How do you evaluate vendor performance and ensure alignment with client goals?
• How have you used technology (e.g., Google Workspace, project management tools) to streamline health plan administration or enhance client interactions?
• How do you approach creating educational materials or playbooks for clients or team members? Share an example of a resource you developed and its impact
• Describe a time when you had to step into an unfamiliar situation, support another team, or help stabilize a client or operational issue outside your normal responsibilities. How did you approach it, and what was the outcome?
• What experiences or observations have shaped your perspective on the healthcare system? What motivates you to work in this space?