Strategic CSM II - Remote Healthcare SaaS

REVIVEHEALTH; United States; A distancia; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Revive is seeking a Customer Success Manager II to oversee a strategic book of business within the U.S. market. You will serve as a trusted advisor to customers and brokers, driving retention, renewals, and growth while aligning outcomes with program goals.

You will collaborate with cross-functional teams to translate utilization and outcomes data into actionable recommendations, manage escalations, and lead quarterly business reviews, ensuring a superior member experience.

Formación

• Bachelor's degree or equivalent.
• 3-5+ years of experience in Customer Success or related field.
• Experience independently managing a customer portfolio with retention/renewals.
• Strong consultative and commercial skills with ability to connect customer needs to solutions and business outcomes.

Responsabilidades

• 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.

Conocimientos

Customer success

Strategic account management

Renewals

Cross-functional collaboration

Data interpretation

Executive communication

Educación

Bachelor's degree

Herramientas

CRM systems

Analytics tools

Microsoft Office

Descripción del empleo

Revive is seeking a Customer Success Manager II to oversee a strategic book of business within the U.S. market. You will serve as a trusted advisor to customers and brokers, driving retention, renewals, and growth while aligning outcomes with program goals.

You will collaborate with cross-functional teams to translate utilization and outcomes data into actionable recommendations, manage escalations, and lead quarterly business reviews, ensuring a superior member experience.