Customer Success Manager II

Job description

Description

About Us:

Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.

This is a remote (U.S. based) position however occasional travel to support customer meetings, events, implementations, and strategic relationship development .

The Customer Success Manager II independently manages a complex portfolio of customer relationships with accountability for customer health, retention, renewals, growth, program performance, and value realization. The CSM II serves as a strategic advisor to customers and brokers, translates utilization and outcomes data into actionable recommendations, manages risks and escalations, and coordinates cross-functional resources to deliver strong customer and business outcomes.

Duties - Own an assigned book of business with accountability for customer health, retention, renewal readiness, revenue protection, and growth.  - Lead renewal strategy and execution for assigned accounts, including contract review, rate recommendations, customer positioning, negotiation support, and timely completion of required documentation.  - Develop and advance cross-sell and upsell opportunities by identifying customer needs, building value-based recommendations, and partnering with Sales and leadership to close opportunities.  - Serve as a trusted advisor to customers and brokers on program strategy, utilization, engagement, organizational needs, service scope, and available Revive solutions.  - Lead strategic account planning, including customer goals, stakeholder mapping, risks, engagement strategy, renewal plan, and growth opportunities.  - Analyze utilization, engagement, outcomes, service quality, and financial/ROI data; create executive-ready insights and recommendations that demonstrate value and guide customer decisions.  - Lead quarterly and annual business reviews for assigned accounts and tailor recommendations to the customer's workforce, benefits strategy, and business priorities.  - Identify leading indicators of churn or dissatisfaction, develop recovery plans, coordinate contract saves, and maintain clear ownership and timelines for at-risk accounts.  - Oversee implementations, platform migrations, benefit changes, and customer transitions to ensure delivery aligns with contract requirements and intended customer/member experience.  - Manage complex customer complaints and escalations, coordinating Product, Clinical, Operations, Provider Relations, Quality, Reporting, Finance, Marketing, Contracts, and other teams as needed.  - Maintain accurate CRM and forecasting data, including account health, renewal status, risks, opportunities, economic buyers, decision-makers, and next steps.  - Actively capture and synthesize Voice of the Customer and Voice of the Member insights to influence service delivery, Product priorities, customer communications, and internal process improvements.  - Use AI-enabled and digital productivity tools responsibly to improve analysis, workflow efficiency, customer preparation, and scalability.  - Participate in customer presentations, finalist meetings, RFP/RFQ support, annual meetings, events, and other strategic relationship-building opportunities.  - Travel as needed to support customer meetings, events, implementations, and strategic relationship development.

Requirements - Bachelor's degree or equivalent combination of education and relevant professional experience preferred.  - 3-5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management.  - Demonstrated experience independently managing a customer portfolio with responsibility for retention, renewals, and/or revenue growth.  - Strong consultative and commercial skills with the ability to connect customer needs to solutions and business outcomes.  - Ability to interpret customer data and translate utilization, engagement, outcomes, and financial information into clear recommendations and value stories.  - Excellent executive communication, presentation, negotiation, written communication, and stakeholder-management skills.  - Experience managing customer risk, escalations, implementation complexity, and competing priorities.  - Proficiency with CRM systems, digital platforms, reporting/analytics tools, and Microsoft Office or equivalent productivity tools.  - Ability to lead through influence in a matrixed, cross-functional environment.

Preferred Qualifications - Experience in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS.  - Experience working with brokers, consultants, HR/Benefits leaders, or other employer decision-makers.  - Experience with customer health scoring, forecasting, ROI/value realization, account planning, or change management.