Senior Customer Success Manager, Broker Channel

Sana

Customer Success Tier I Associate ensuring a seamless experience for brokers and admins at Sana, focused on healthcare solutions.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $85,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years experience, preferably in a fast-growing environment in the health or benefits space.
Understanding health plan operations and finances is a huge plus!
Licensed broker
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

Comp & perks

Remote company with a fully distributed team – no return-to-office mandates
Flexible vacation policy (and a culture of using it)
Medical, dental, and vision insurance with 100% company-paid employee coverage
401(k) with company match, FSA, and HSA plans
Paid parental leave
Short and long-term disability, as well as life insurance
Competitive stock options are offered to all employees
Transparent compensation & formal career development programs
Paid one-month sabbatical after 5 years
Stipends for setting up your home office and an ongoing learning budget
Direct positive impact on members’ lives – wait until you see the positive feedback members share every day

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

health plan operationsbenefits consultingcustomer relationship managementstrategic planningescalation managementprocess improvementdata presentationquarterly business reviewsrenewal process managementcross-functional collaboration

Soft Skills

values-orientedcuriosityhumilitycompassionate candorflexibilityresiliencecontinuous learningbias for actionintelligent risk-takingtrust-building

Certifications

licensed broker