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Customer Success Manager

• High-Touch Client Management – Deliver a highly personalized and attentive approach: build and maintain strong, long-lasting relationships, understand each member’s unique needs and preferences, and tailor solutions accordingly.
• Advocate for the client – Represent members across medical, product, and operations teams. Identify patterns, opportunities, and challenges, and work collaboratively to co-create solutions that enhance the client experience.
• Drive engagement and growth – Ensure client intimacy, promote adherence to recommendations, and create upsell and cross-sell opportunities. Achieve KPIs including renewal rate, adherence to recommendations, and client satisfaction.
• Deliver exceptional experiences – Design and manage personalized journeys for each member, ensuring interactions are seamless, proactive, and valuable.
• Leverage tools and data – Use HubSpot, Aircall, and other digital tools to track interactions, analyze engagement, and inform strategies.
• Collect and act on feedback – Gather insights from clients regularly and translate them into actionable improvements across teams.

Customer Success Officer