Senior Manager of Customer Success
Senior Manager of Customer Success
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Job Description
Join our winning team recently honored as #67 on Forbes list of Americas Best Startup Employers for 2024!
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination The Helper Bees was founded to empower older adult citizens and their families in their search for quality affordable in-home care providers. We do this by providing older adults the ability to easily review choose and access affordable quality in-home helpers.
The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.
At THB we define our company culture through our Core Values:
- Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
- Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast positive impact.
- Bee the teammate you want to work with - We work as a team help each other and encourage each other
- Ask questions answer questions - You cant iterate through solutions if you dont ask the right questions which is why there is an expectation that questions should be asked. When you know the answer being a good teammate means chiming in to get others up to speed.
- Take the time to celebrate wins - Its so easy for a team that is heads down to forget about all the great things theyve accomplished. Thats why we make it a priority to remind ourselves to create space to celebrate wins big or small.
Job Summary:
The Senior Manager of Customer Success is responsible for delivering on client commitments producing accurate and timely reporting and monitoring the financial and operational performance of assigned accounts to ensure alignment with expectations and service standards while partnering with the General Manager and Accounts Team to identify and pursue growth opportunities.
Supervisory Responsibilities:
Manages Account Manager(s)
Duties/Responsibilities:
- Cultivate long-lasting relationships with new and existing clients/customers
- Identify opportunities for increased sales with existing customers
- Collaborate cross functionally to resolve issues and fulfill partner requirements efficiently
- Lead all client meetings with existing clients taking charge of agenda development and the allocation of follow-up tasks to ensure optimal client engagement and satisfaction
- Actively participates in staff meetings and attends other meetings and seminars as needed
- Partner with the General Manager and Product Team to introduce new products and services to our existing client base
- Monitor and identify emerging trends within our organization and among our partners promptly communicating insights to the General Manager
- Contribute to the creation of compelling proposals and presentations for both potential and current products
- Monitoring the financial and operational performance of assigned accounts to ensure alignment with expectations and service standards
- Support the General Manager in generating various business line reports including revamping existing reports handling ad-hoc reporting requests and conducting analytics
- Other: Were rapidly growing startup and a new team there will be new opportunities and responsibilities that come your way as the role expands
Performance Metrics:
- Client Retention Rate: Emphasize your commitment to long-term client relationships and the importance of client satisfaction. This metric reflects your effectiveness in maintaining strong client connections delivering value and ensuring client loyalty which are essential for sustained business success.
- Account Expansion: Showcase your success in increasing sales within existing client accounts through upselling and cross-selling initiatives. This metric underscores your ability to identify additional revenue opportunities within current client relationships highlighting your strategic thinking and ability to maximize revenue.
Client Relationship Management
- SLA Compliance: Monitor service level agreements daily to ensure standards are met.
- NPS Tracking: Review Net Promoter Score trends on a weekly basis to gauge client satisfaction.
- Quality Assurance (QA): Evaluate QA scores monthly to identify areas for service improvement.
- Zendesk Monitoring: Track ticket volumes and statuses daily to ensure timely resolution.
- Invoicing Oversight: Resolve invoicing issues promptly including accounts receivable follow-up and necessary adjustments.
- Member Issue Resolution: Monitor and resolve open member issues on a daily basis.
- Client Issue Resolution: Monitor and resolve open client issues on a daily basis.
- Knowledge Base Management: Regularly review and address gaps in the client-facing knowledge base to ensure up-to-date and accurate information.
Program Reporting
- Reporting Calendar Management: Maintain an up-to-date calendar of all client reporting deadlines and meetings.
- Timely Report Delivery: Produce and deliver all required reports within designated timeframes (weekly monthly quarterly or as needed).
- Metric Analysis Collaboration: Partner with the Senior Account Manager and/or General Manager to identify and highlight notable trends risks or performance shifts.
- Cross-Functional Coordination: Proactively engage with internal stakeholders (e.g. Data Product Ops) to ensure timely access to required information and inputs.
Client Communication
- Meeting Facilitation: Lead regular client calls and ensure all key stakeholders are engaged.
- Agenda Preparation: Develop and distribute clear agendas ahead of each client meeting.
- Meeting Documentation: Take and send meeting minutes promptly capturing key decisions and action items.
- Follow-Up Execution: Ensure timely and thorough follow-up on all commitments and next steps from client meetings and communications.
- In-Person Engagement: Schedule and lead face-to-face meetings with each client at least once per year.
- Responsive Communication: Maintain timely professional responses to all client emails and inquiries.
Plan Performance Management
- Encounter Volume Monitoring: Track the total number of completed member encounters across assigned plans.
- Unassigned Referrals: Monitor the number and percentage of unassigned referrals; identify trends and flag risks.
- No Start of Care Referrals: Monitor the number and percentage of referrals with no start of care; collaborate with internal teams to resolve issues.
- OTC Spend Tracking: Review OTC spend daily to ensure alignment with expected utilization and flag anomalies.
- Client-Specific Metrics: Monitor and report on any additional performance metrics specific to each client as outlined in the program scope or client expectations.
Growth Opportunities
- Upsell Identification: Collaborate with the General Manager and cross-functional teams to identify upsell and service expansion opportunities within assigned accounts.
- Benefit Implementation Support: Assist with the launch of new benefits by coordinating internal teams and tracking implementation milestones.
- Benefit Design Knowledge: Develop a strong understanding of benefit design including eligibility criteria service structure and member impact.
- Format Strategy Collaboration: Contribute to discussions around benefit format and pricing models (e.g. PMPM vs. FFS) providing insight from account performance.
- Knowledge Base Development: Support the creation and refinement of internal documentation related to benefit implementation and plan design.
- Forecasting Alignment: Understand client forecasts and plans to ensure internal preparedness and proactive engagement on growth initiatives.
Continuous Improvement: Actively contribute ideas and solutions to enhance program performance and overall client value.
Required Skills/Abilities:
- Remarkable written communication skills
- Highly effective verbal communicator
- Strong project management skills
- Comfortable with data analysis
- Flexible and open to change in a fast paced environment
- Ability to navigate multiple platforms
- Comfort and adaptability when working with technology and learning new programs and computer systems
- Strong passion for helping others and problem-solving
- Must be 18 years of age or older
Education and Experience:
- Bachelors Degree Preferred
- 5 years in Account Management and/or Enterprise-level sales experience with strong background in the Medicare Advantage or Long-Term Care Insurance industry
Physical Requirements:
- Ability to remain at your designated workstation for the duration of the workday
- Ability to travel up to 50% of the time to events conferences and client meetings.
- Constantly operates a computer and other office productivity machinery such as a phone and Voice over Internet Protocol (VoIP).
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range (typically on a computer screen)
- This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our teams success.
The Helper Bees is committed to building a workplace where diversity equity and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race religion color national origin gender sexual orientation age marital status veteran status disability status or any non-merit based or legally protected grounds.
The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation please let your recruiter know.
As part of our standard hiring process selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal state and local laws regarding these screenings and the results will be considered in accordance with applicable regulations.
The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit to view all current job openings.
Required Experience:
Senior Manager
Employment Type
Full-Time
