Customer Success Manager | CCS, LLC | Remote (United States)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Overview:</strong> The Customer Success Manager will be responsible to ensure customers achieve their desired outcomes while using ComplexCare Solution’s products and services. As a member of the Customer Success Management team (CSM), the Customer Success Manager will partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Flawlessly execute a comprehensive strategic account plan showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Prepare and lead regular, recurring meetings, to include quarterly business and executive business reviews, demonstrating an understanding of the customer’s goals and effectively communicating the value delivered from ComplexCare Solution’s products and services;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Execute adoption plans to increase utilization and engagement of ComplexCare Solution’s products and services;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes, both internally and externally;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Successful manage renewal opportunities with each customer, and identify expansion opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Build and foster senior-level relationships with the customer’s leadership and decision makers to solidify our partnership and commitment to the customer business;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with customer stakeholders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Successfully identify and drive expansion opportunities in existing customer SOWs and identify adjacent opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop and maintain in-depth product knowledge and expertise regarding all ComplexCare Solutions products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by ComplexCare Solutions customers;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain compliance with ComplexCare Solution’s policies, procedures and mission statement;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solution’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Requirements:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum of 5 years of overall experience, 3 years of customer relationship/account management experience, preferably in healthcare industry;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated experience of successfully managing customers, to include renewal and expansion opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Aptitude to understand healthcare industry and IT solutions based on analytics;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Problem solving skills and strong communication and interpersonal skills;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A high level of accuracy and attention to detail is required;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated ability to capture, understand, manage, and resolve questions and issues; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Education:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree or equivalent experience in a related field is required.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Physical Demands and Work Environment:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Sedentary work (i.e. sitting for long periods of time);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Subject to inside environmental conditions; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Travel for this position will likely be up to 25%.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Base Compensation Range</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$77,812.50—$155,019.60 USD</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Flawlessly execute a comprehensive strategic account plan showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Prepare and lead regular, recurring meetings, to include quarterly business and executive business reviews, demonstrating an understanding of the customer’s goals and effectively communicating the value delivered from ComplexCare Solution’s products and services;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Execute adoption plans to increase utilization and engagement of ComplexCare Solution’s products and services;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes, both internally and externally;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Successful manage renewal opportunities with each customer, and identify expansion opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Build and foster senior-level relationships with the customer’s leadership and decision makers to solidify our partnership and commitment to the customer business;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with customer stakeholders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Successfully identify and drive expansion opportunities in existing customer SOWs and identify adjacent opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop and maintain in-depth product knowledge and expertise regarding all ComplexCare Solutions products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by ComplexCare Solutions customers;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain compliance with ComplexCare Solution’s policies, procedures and mission statement;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solution’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Requirements:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum of 5 years of overall experience, 3 years of customer relationship/account management experience, preferably in healthcare industry;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated experience of successfully managing customers, to include renewal and expansion opportunities;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Aptitude to understand healthcare industry and IT solutions based on analytics;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Problem solving skills and strong communication and interpersonal skills;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A high level of accuracy and attention to detail is required;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated ability to capture, understand, manage, and resolve questions and issues; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Education:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree or equivalent experience in a related field is required.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Physical Demands and Work Environment:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Sedentary work (i.e. sitting for long periods of time);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Subject to inside environmental conditions; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Travel for this position will likely be up to 25%.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Base Compensation Range</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$77,812.50—$155,019.60 USD</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p>