Customer Success Manager

Who You Are

The Customer Success Manager (CSM) is accountable for the successful launch, adoption, retention, and strategic growth of Concert Health’s partner accounts. This is a highly proactive role for a driven, solutions-oriented operator who takes ownership and consistently pushes initiatives forward. The CSM ensures partners effectively implement and fully realize the value of the Collaborative Care model.

Serving as the primary advisor to clients, the CSM brings energy, urgency, and a problem-solving mindset to every engagement. They leverage Concert Health’s proven processes, tools, and best practices to guide partners in achieving their clinical, operational, and financial objectives—anticipating challenges, removing barriers, and identifying opportunities for growth.

The CSM builds trusted, long-term relationships with key stakeholders, while actively driving accountability and results. Success in this role requires a self-starter who thrives in a fast-paced environment, takes initiative without being asked, and is relentless in ensuring partner success.

Ultimately, the CSM plays a critical role in embedding Collaborative Care as the standard behavioral health pathway across partner organizations.

Key Responsibilities:

Own Day-to-Day Partner Success & Issue Resolution:

• Serve as the primary point of contact for partner needs, ensuring timely, high-quality responses across clinical, operational, and administrative areas
• Proactively identify, triage, and resolve issues—driving toward systematic, scalable solutions rather than one-off fixes
• Coordinate cross-functional resources (clinical, operations, product, billing) to remove barriers and maintain momentum
• Establish clear accountability, follow-through, and communication loops to ensure nothing falls through the cracks

Drive Provider Adoption & Utilization:

• Lead strategies to increase provider engagement, referral volume, and appropriate utilization of Collaborative Care services
• Analyze performance data to identify gaps in adoption and deploy targeted interventions (training, workflow optimization, outreach)
• Partner directly with providers and practice staff to reinforce best practices and embed Collaborative Care into daily workflows
• Actively monitor utilization trends and take ownership of improving performance against targets

Champion Programmatic Success & Growth:

• Own overall account performance, including clinical, operational, and financial outcomes
• Identify and execute opportunities for expansion, optimization, and increased value realization within existing partnerships
• Translate partner goals into actionable success plans, with clear milestones and measurable outcomes
• Drive continuous improvement by capturing insights, sharing best practices, and scaling what works across accounts
  Manage Leadership & Executive Relationships
• Build and maintain strong, trust-based relationships with executive sponsors and senior stakeholders
• Lead regular business reviews, presenting performance insights, outcomes, and strategic recommendations
• Confidently navigate complex stakeholder environments, aligning priorities and driving decision-making
• Act as a strategic advisor, influencing partner leadership to invest in and expand Collaborative Care as a core model

Operate with Ownership, Urgency, and Accountability:

• Take full ownership of partner outcomes, acting with a high degree of autonomy and initiative
• Anticipate challenges before they arise and act decisively to address them
• Maintain a relentless focus on results, continuously pushing accounts forward and holding both internal teams and partners accountable

Qualifications:

• BS/BA degree in or five years of position-related experience. MBA is a plus.
• Experience in healthcare is required. 
• Customer Success Management or Account Management experience in the healthcare industry, with a proven track record of achieving financial goals (retention/growth).
• Demonstrated experience building successful partnerships and driving significant revenue, focusing on maximizing value realization.
• Strong foundational understanding of the healthcare delivery system in primary care and administrative/clinical leadership within those settings.
• Exceptional presentation, negotiation, and written communication skills, with proven ability to engage C-suite and senior clinical leadership.
• Proven ability to utilize data and insights to measure partner performance and deliver value-creating recommendations.
• Experienced in utilizing customer engagement and activity-tracking tools such as Salesforce, Gainsight, or comparable platforms.
• Intermediate proficiency with Salesforce, Google Suite, or Microsoft Office.
• Ability to travel up to 25%

Schedule:

• Full-time, 40 hours per week | Monday - Friday
• Remote position with travel for on-site partner meetings and professional presentations

What We Offer:

• $115,000 - $135,000 base pay based on experience and geographic location
• 20% bonus potential
• A supportive and inclusive culture
• Excellent benefits package
• 401K, paid holidays, PTO, sick time, and more
• Remote Work Environment
• Technology and all the tools you need to succeed

Come As You Are - You Are Welcome Here

Concert Health is a diverse and inclusive Equal Opportunity Employer; we prohibit discrimination and harassment of any kind in our culture. We provide a safe, equitable, respectful, and supportive work environment to all without regard to race, color, religion, sex, gender, national origin, age, pregnancy, disability, sexual orientation, military or veteran status, genetics, or any other status protected by federal, state, or local laws. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Concert Health employees are expected to comply with this policy. If you share our vision and are good at what you do, come as you are. You are welcome here.