Customer Success Manager

Who We Are

Concert Health is a mission-driven Behavioral Health Medical Group bringing evidence-based behavioral health services to primary care practices and organizations across the country. Through outcome-driven clinical work, we are making great strides in increasing accessibility to behavioral healthcare for the patients who need it the most.

Concert Health helps primary care providers deliver exceptional, reimbursable, and integrated behavioral health services to their patients. We provide primary care partners with a comprehensive Collaborative Care solution - therapists as care managers, psychiatric providers as consultants, and the progressive technology needed to treat their patients. Our remote team provides evidence-based interventions to promote accurate diagnoses, symptom reduction, treatment plans, and optimal patient outcomes.

Who You Are

The Customer Success Manager (CSM) is directly responsible for the successful launch, adoption, retention, and strategic growth of Concert Health’s partnership accounts. This leader will ensure our partners successfully implement and maximize the value of the Collaborative Care model.

The CSM acts as the client's primary advisor, leveraging Concert Health's processes and toolkits to guide partners toward achieving their clinical and financial objectives. The ultimate goal is to build long-term, high-value relationships that make Collaborative Care the standard behavioral health pathway for our partners.

• Executive Relationship Management: Establish and maintain high-level, trusted-advisor relationships with key decision-makers, including C-suite executives, Population Health leaders, and Clinical/Administrative heads within partner organizations.
• Strategic Success Planning: Develop, implement, and lead Strategic Partner Success Plans utilizing the Concert Health Blueprint/Toolkits, ensuring alignment between our service delivery, contract terms, and the partner’s strategic goals for clinical and financial outcomes.
• Quarterly Business Reviews (QBRs): Lead regular QBRs to present data-driven performance insights, demonstrate the realized clinical and financial value of the partnership, and collaboratively plan for sustained growth and optimization.
• Role Accountability: Own and drive performance against core KPIs/metrics: Revenue Growth, Partner Retention, Utilization, Care Margin and Successful Enablement/Integration milestones.

• Drive Adoption: Serve as the primary point of contact for day-to-day operations and strategic direction. Monitor adoption metrics and proactively implement workflow best practices and enablement strategies to ensure deep, sustained usage of the Collaborative Care pathway.
• Enablement Programs: Lead the implementation of partner enablement, marketing, and adoption plans, surfacing educational program opportunities that accelerate service adoption and proficiency among clinical staff.
• Operational Alignment: Collaborate cross-functionally with Clinical, Billing, Patient Connection, and Technology teams to flawlessly execute contract terms, ensure commitments are met, and drive operational initiatives (like EHR integration) critical to partner enablement and mutual success.
• Data-Driven Optimization: Monitor and analyze key performance indicators (KPIs) and utilization data to identify and implement areas for operational, financial, and clinical performance optimization across assigned accounts.

• Expansion Strategy: Identify and execute strategies for revenue growth, including market expansion and upselling new services/features within existing accounts, in partnership with senior leadership.
• Risk Management: Proactively monitor partner health and engagement levels. Develop and execute mitigation plans to address any risks to partner satisfaction or retention.
• Compliance: Ensure partner operations and service delivery adhere to all relevant legal, regulatory, and operational standards (e.g., HIPAA compliance).

Qualifications:

• BS/BA degree in healthcare administration or four years of position-related experience. MBA is a plus
• Minimum of 5 years of 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
• Based in California, Washington, or Oregon, with the 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.