Broker, Customer Success Manager

Summary

Join Sana Benefits as a Senior Customer Success Manager, Broker Channel, and play a pivotal role in managing customer relationships and ensuring a seamless healthcare experience for brokers and their clients. You will be the primary point of contact, building strong relationships, and working collaboratively with various teams to achieve customer retention and expansion. This role requires a deep understanding of health plan operations and a passion for improving the healthcare system. You will be responsible for managing customer transitions, conducting QBRs, providing strategic advice, and proactively addressing potential escalations. The ideal candidate possesses 5+ years of experience in a fast-growing health or benefits environment and holds a broker's license. Sana offers a competitive salary and a dynamic work environment.

Requirements

• 5+ years experience, preferably in a fast-growing environment in the health or benefits space
• Licensed broker

Responsibilities

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs
• Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end
• Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs
• Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams
• Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices
• Lead initiatives to improve team processes and customer strategies
• Partner with Sales to expand and retain brokerage relationships
• Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience
• 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 health plan operations and finances is a huge plus!
• Values-oriented. You care deeply about improving our healthcare system
• You ask questions with genuine curiosity and humility. You assume the best intentions without shying away from solutions-oriented debate. You meet your teammates with compassionate candor to problem-solve
• You remain flexible and resilient and foster a culture of continuous learning
• You bring a bias for action paired with intelligent risk-taking
• You embrace responsibility, follow through on your commitments, and foster trust with your colleagues

Benefits

$93,000 - $102,000 a year