Customer Success Manager, Pomelo Care

• 3-5 years of experience in consulting, customer success, or project management, with preferably at least 1 year of health tech or healthcare experience
• Strong project management and creative problem solving experience, with a proactive, detail-oriented, and customer-focused mindset
• Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
• Exceptional written and verbal communication skills
• Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
• Willingness and interest in using data and research to learn new content areas

Desirable

• Drive key strategic initiatives for Pomelo’s health plan and employer customers, maximizing our opportunities to serve patients
• Serve as a trusted advisor for Pomelo’s customers, supporting a Customer Success Director to develop strong relationships and a deep understanding of customer and member needs to deliver an ongoing best-in-class customer experience
• Use data to tell meaningful and actionable stories to customers, through regular monthly reporting and business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact for patients and plans/employers, and drive customer retention
• Investigate and identify patient trends across Pomelo’s customers, markets, and lines of business
• Project manage seamless and on-time implementations across Pomelo’s customers, monitoring and resolving go-live risks, facilitating collaboration across customer and Pomelo stakeholders, and continuing to evolve implementation best practices
• Advocate for strategic customer needs and feedback internally, and work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
• Collaborate closely with Pomelo partnerships, marketing, data, and operations teams on strategic customer opportunities, including presentations, major enrollment campaigns, or other initiatives critical to Pomelo’s customer success