Customer Success Manager II

Revive; Ponte Vedra Beach (FL); Remote; USD 85,000 - 120,000; Full time

Job summary

Revive is seeking a Customer Success Manager II to independently manage a complex portfolio, driving health, retention, renewals, and growth. You will translate utilization data into actionable recommendations, coordinate cross-functional resources, and serve as a strategic advisor to customers and brokers.

The role requires strong executive communication, risk management, and the ability to lead through influence in a matrixed organization.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5+ years in Customer Success, strategic account management, healthcare SaaS, or related B2B.
• Proven ability to manage a customer portfolio with retention, renewals, and/or growth.
• Strong consultative and commercial skills aligned to solutions and outcomes.
• Ability to translate data on utilization, engagement, ROI into value-driven recommendations.
• Excellent executive communication, presentation, and stakeholder-management skills.
• Experience handling risk, escalations, and implementation complexity.
• Proficiency with CRM systems, digital platforms, reporting tools, and MS Office.
• Capacity to lead through influence in a matrixed cross-functional environment.

Responsibilities

• Own a portfolio with customer health, retention, renewals, revenue protection, and growth.
• Lead renewal strategy, rate recommendations, and contract documentation.
• Develop cross-sell/upsell opportunities with Sales and leadership.
• Act as trusted advisor on program strategy, utilization, and Revive solutions.
• Lead strategic account planning, stakeholder mapping, risks, and renewal plans.
• Analyze utilization, engagement, outcomes, and ROI; deliver executive insights.
• Lead quarterly/annual business reviews tailored to workforce and benefits strategy.
• Identify churn indicators, build recovery plans, and manage at-risk accounts.
• Oversee implementations, migrations, and transitions to meet contract requirements.
• Manage escalations with Product, Clinical, Operations, Finance, and more.
• Maintain CRM/forecasting accuracy; capture Voice of the Customer insights.
• Utilize AI-enabled tools to improve analysis and workflow efficiency.
• Participate in presentations, RFP/RFQ support, and strategic events.
• Travel as needed to support meetings and relationship development.

Skills

Customer Success

Strategic accounts

Data analysis

CRM platforms

Executive communication

Negotiation

Stakeholder management

Education

Bachelor's degree

Tools

CRM platforms

MS Office

Analytics tools

Job description

Description

About Us:

Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.

This is a remote (U.S. based) position however occasional travel to support customer meetings, events, implementations, and strategic relationship development

The Customer Success Manager II independently manages a complex portfolio of customer relationships with accountability for customer health, retention, renewals, growth, program performance, and value realization. The CSM II serves as a strategic advisor to customers and brokers, translates utilization and outcomes data into actionable recommendations, manages risks and escalations, and coordinates cross-functional resources to deliver strong customer and business outcomes.

Duties

• Own an assigned book of business with accountability for customer health, retention, renewal readiness, revenue protection, and growth.
• Lead renewal strategy and execution for assigned accounts, including contract review, rate recommendations, customer positioning, negotiation support, and timely completion of required documentation.
• Develop and advance cross-sell and upsell opportunities by identifying customer needs, building value-based recommendations, and partnering with Sales and leadership to close opportunities.
• Serve as a trusted advisor to customers and brokers on program strategy, utilization, engagement, organizational needs, service scope, and available Revive solutions.
• Lead strategic account planning, including customer goals, stakeholder mapping, risks, engagement strategy, renewal plan, and growth opportunities.
• Analyze utilization, engagement, outcomes, service quality, and financial/ROI data; create executive-ready insights and recommendations that demonstrate value and guide customer decisions.
• Lead quarterly and annual business reviews for assigned accounts and tailor recommendations to the customer's workforce, benefits strategy, and business priorities.
• Identify leading indicators of churn or dissatisfaction, develop recovery plans, coordinate contract saves, and maintain clear ownership and timelines for at-risk accounts.
• Oversee implementations, platform migrations, benefit changes, and customer transitions to ensure delivery aligns with contract requirements and intended customer/member experience.
• Manage complex customer complaints and escalations, coordinating Product, Clinical, Operations, Provider Relations, Quality, Reporting, Finance, Marketing, Contracts, and other teams as needed.
• Maintain accurate CRM and forecasting data, including account health, renewal status, risks, opportunities, economic buyers, decision-makers, and next steps.
• Actively capture and synthesize Voice of the Customer and Voice of the Member insights to influence service delivery, Product priorities, customer communications, and internal process improvements.
• Use AI-enabled and digital productivity tools responsibly to improve analysis, workflow efficiency, customer preparation, and scalability.
• Participate in customer presentations, finalist meetings, RFP/RFQ support, annual meetings, events, and other strategic relationship-building opportunities.
• Travel as needed to support customer meetings, events, implementations, and strategic relationship development.

Requirements

• Bachelor's degree or equivalent combination of education and relevant professional experience preferred.
• 3-5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management.
• Demonstrated experience independently managing a customer portfolio with responsibility for retention, renewals, and/or revenue growth.
• Strong consultative and commercial skills with the ability to connect customer needs to solutions and business outcomes.
• Ability to interpret customer data and translate utilization, engagement, outcomes, and financial information into clear recommendations and value stories.
• Excellent executive communication, presentation, negotiation, written communication, and stakeholder-management skills.
• Experience managing customer risk, escalations, implementation complexity, and competing priorities.
• Proficiency with CRM systems, digital platforms, reporting/analytics tools, and Microsoft Office or equivalent productivity tools.
• Ability to lead through influence in a matrixed, cross-functional environment.

Preferred Qualifications

• Experience in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS.
• Experience working with brokers, consultants, HR/Benefits leaders, or other employer decision-makers.
• Experience with customer health scoring, forecasting, ROI/value realization, account planning, or change management.