Broker Channel Customer Success Manager

Summary

Join Sana, a company dedicated to simplifying healthcare, as a Broker Channel CSM. You will be the primary point of contact for clients, managing a high volume of broker channel accounts and ensuring smooth customer transitions. This role involves building relationships with clients, providing strategic advice on benefits, compliance, and wellness programs, and proactively managing potential escalations. You will also be a knowledge partner, researching and documenting updates, and a thought partner, collaborating with the product team to enhance the customer experience.

Requirements

• 4+ years work experience preferred, preferably in a fast-growth company environment in the health or benefits space
• Licensed broker or willing to obtain your broker license within 1 year of employment
• Values-oriented. You care deeply about making our healthcare system work better for people and business owners
• Unparalleled attention to detail. You love getting into the weeds to get things done
• Fast learner. Entrepreneurial. Self-directed. Excited to build something from scratch
• Gritty. You aren’t worried about getting your hands dirty and working hard when you need to
• Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description
• Strong team player with a track record of working cross-functionally
• Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development

Responsibilities

• Manage and scale processes for a high volume of broker channel accounts
• Facilitate smooth customer transitions from Sales/Implementation and inspire confidence in our product and service to meet/exceed customer needs
• Be the relationship lead and day-to-day contact for our customers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end
• Serve as the broker and benefits consultant to our clients, providing strategic advice on benefits, compliance, and wellness programs
• Proactively manage potential escalations with the leadership team and generally be the voice of the customer with internal teams
• Be a knowledge partner, researching, documenting, and educating others on updates related to internal process, external policy, and best practices
• Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale

Preferred Qualifications

Understanding of health plan operations and financials a huge plus!