Senior Customer Success Manager

Pomelo Care is a virtual medical practice providing care for women and children across multiple stages of life. The Senior Customer Success Manager will cultivate partnerships with employer and health plan clients, manage implementations and customer relationships, drive retention and expansion, and coordinate cross-functional initiatives to improve customer and patient outcomes.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs
• Proactively engage a complex set of customers to ensure seamless implementations and deliver an ongoing, exceptional customer experience
• Advocate for strategic customer needs and feedback internally, and work cross-functionally to achieve key outcomes and results for customers and Pomelo
• Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact on both patients and employers, and drive customer retention
• Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution
• Collaborate closely with Pomelo growth, marketing, and operations teams on strategic customer opportunities, including presentations, enrollment campaigns, or other initiatives critical to Pomelo’s customer success
• Proactively identify broader trends and gaps across your customers, and drive solutions across relevant internal and external stakeholders

Requirements:

• 3-7 years of experience in consulting, customer success, or project management
• Strong project management and creative problem solving experience, with a proactive, solution-oriented, and customer-focused mindset
• Proven experience leading multiple projects and competing priorities across a range of external stakeholders and cross-functional internal teams
• Exceptional written and verbal communication skills
• Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
• Willingness and interest in using data and research to learn new content areas
• preferably 2+ years of health tech or healthcare experience
• Skilled at building strong, cross-functional relationships and is seen as a trusted partner. Can communicate complex concepts clearly and concisely to all audiences, ensuring the guidance is understood and implemented
• Experience implementing solutions for employers or managing employer relationships
• Experience in a virtual care setting