Strategic Client Success Manager, State Exchanges

Vimo, Inc.; California; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, Dental, Life, Disability, and

Vision insurance

401k

Paid time off

Education assistance

Job summary

Vimo, Inc. is seeking a Customer Success Manager to partner with state-based exchanges and agencies, ensuring high-quality delivery of eligibility, enrollment, and consumer assistance services.

You will lead client relationships, program management, and data-driven performance improvements across telephony and AI-enabled solutions. You will coordinate with state partners to translate policy into actionable plans, manage escalations, and drive continuous improvement in compliance, quality, and

Qualifications

• Bachelor’s degree in Health Administration, Public Policy, Public Health, Business, Information Systems, or related field (or equivalent experience).
• 5+ years supporting a State-Based Exchange or state eligibility program with eligibility and enrollment expertise.
• Proven client management and multi-agency stakeholder engagement experience.
• Strong project management background leading cross-functional initiatives.
• Hands-on experience with contact center telephony (IVR/ACD/routing) and QA frameworks.
• Experience using data and analytics to drive decisions—dashboards and executive reports.
• Experience implementing AI/automation solutions in contact centers.

Responsibilities

• Serve as the primary point of contact for SBE clients, including state exchange leadership, policy teams, operations, IT, and compliance stakeholders.
• Lead WBRs, QBRs, readiness reviews, and ad hoc working sessions with state partners.
• Translate state policy decisions, regulations, and guidance into clear operational and technical action plans.
• Manage escalations related to eligibility determinations, enrollment issues, consumer complaints, and legislative or policy-driven changes.
• Oversee telephony and contact center platform usage, including IVR design, routing logic, ACD configurations, and reporting integrations.
• Identify and operationalize AI-enabled solutions (e.g., virtual assistants/chatbots, NLP-driven routing) to improve accuracy, speed, and consumer experience.
• Analyze operational and eligibility data and develop executive-ready dashboards and narratives for state stakeholders.

Skills

Client management

Stakeholder engagement

Project management

Telephony / contact center tech

Data analytics

AI/automation in contact centers

Policy & compliance liaison

Education

Bachelor’s degree in Health Administration, Public Policy, Public Health, Business, Information Systems, or related field

Tools

CRM systems

Reporting tools

System integration

Job description

Vimo, Inc. is seeking a Customer Success Manager to partner with state-based exchanges and agencies, ensuring high-quality delivery of eligibility, enrollment, and consumer assistance services.

You will lead client relationships, program management, and data-driven performance improvements across telephony and AI-enabled solutions. You will coordinate with state partners to translate policy into actionable plans, manage escalations, and drive continuous improvement in compliance, quality, and