Job Summary:
The Client Success Manager Level II oversees a team of client service representatives to ensure the delivery of exceptional service and support to clients. The role will also resolve escalated client inquiries, build strong client relationships, collaborate with cross-functional teams, analyze client feedback, and implement strategies to enhance the overall client experience.

Why You'll Love Working at ClarisHealth

We believe our team deserves the best, and we’re proud to offer a comprehensive benefits package designed to support your success, both at work and in life. Here’s what you can look forward to:

• Medical, Dental, and Vision Insurance – Enjoy medical, dental, and vision insurance that begins on your first day, ensuring your health and wellness are always supported.
• 401(k) with Matching and Immediate Vesting – Secure your financial future with a company match and instant vesting.
• Company-Paid Short-Term Disability (STD) – Added security for unforeseen circumstances.
• Company-Paid Personal Financial Advising – Expert guidance to help manage your finances.
• New Hire Stipend – A one-time stipend to purchase home office supplies (laptop and charging cable provided by the company).
• Pet Insurance Options – Choose from two carrier options to keep your furry friends covered.
• Paid Holidays – 9 company holidays plus 2 floating holidays for added flexibility.
• Virtual Counseling and Telemedicine – Company-paid access to mental health and medical support from the comfort of your home.
• Paid Parental Leave – Time to focus on family during this special chapter.
• Generous Vacation & Wellness Time – 4 weeks of vacation beginning accrual on day one, plus 1 additional week for wellness.
• Professional Development Stipend – After one year, enjoy a $500 annual stipend to invest in professional growth (e.g., certifications, webinars).

You may be ideal if you have:

• Bachelor's degree in business administration, marketing, or equivalent 4 years of professional experience.
• 4 years of client success or related experience (such as customer success, account management, customer service, renewal sales, training, or technical support) with a sophisticated software solution.
• 4 years’ experience of Payment Integrity with emphasis on the SaaS model inside the healthcare industry, preferred.
• Proficiency in using CRM systems, Microsoft Office Suite, Jira, and other related technical tools.
• Demonstrated experience in supervising and mentoring a team of client service representatives.
• Outstanding interpersonal capabilities, coupled with adept sales and customer service proficiencies.
• Proficient in analytical thinking and problem-solving, enabling adept resolution of complex issues.
• Demonstrated ability to analyze data, generate insights, and drive actionable recommendations.
• Customer-centric mindset with a passion for delivering exceptional client experiences.
• Proven ability to collaborate effectively with cross-functional teams, including sales, marketing, and product development.
• Familiarity with industry-specific trends, regulations, and best practices related to client experience management.
• Ability to be the connector between the client and the technical team. Background of experience acting as conduit between the client and the developer.
• Ability to ask the right questions to effectively troubleshoot potential user errors.
• Comfortable working with more complex clients, workflows, and levels of client experience.
• Strong mentorship background with junior Client Experience Mangers.

Responsibilities:

• Demonstrate mastery of the Pareo platform and client-specific business processes.
• Collaborate with ClarisHealth Client Engagement counterparts to devise tailored plans for each assigned client, ensuring alignment with key client objectives.
• Conduct weekly reviews of client success metrics and proactively intervene to ensure successful client outcomes.
• Propose and implement processes and controls to enhance client effectiveness.
• Participate in client meetings to evaluate progress towards strategic objectives, identify opportunities for improved outcomes, provide updates on client initiatives, and address outstanding issues.
• Work closely with other ClarisHealth team members to expedite the resolution of client issues.
• Organize remote observation sessions with end-users to gather feedback and refine use cases for the application.
• Responsively address customer communications to ensure efficient and effective support.
• Investigate and resolve reported bugs and errors, ensuring clear communication of client issues to facilitate timely resolution.
• Monitor post-implementation projects involving existing clients, including vendor onboarding and the implementation of new audit types, workflows, and data.
• Coordinate product training sessions with payers and suppliers as necessary.

Other Duties:

This job description in no way states or implies that these are the only duties to be performed by this employee. This position will be required to follow any other instructions and to perform any other duties requested by his/her supervisor. Individuals will always be expected to maintain a professional work environment.

About ClarisHealth

ClarisHealth, based in Nashville, Tenn., provides health plans and payers with a better way to drive claims payment accuracy. Its proprietary, A.I.-powered enterprise technology platform Pareo® allows health plans across the U.S. to reduce manual work, gain insights into operational performance across lines of business, and accelerate their strategy to overpayment prevention – at a significantly reduced cost.

Company Culture

Our company values help everyone move in alignment toward this mission. We are …

Compassionate. We practice servant leadership, encourage inclusion and engagement, and actively acknowledge and celebrate each other’s contributions.

Communicators. We listen first with an emphasis on understanding. We seek solutions to problems, and practice radical candor with positive intent.

Challengers. We get the right stuff done right, create clarity from complexity, take accountability and ownership, and we challenge ourselves daily.

ClarisHealth embraces a supportive working culture of creativity and innovation internally termed “Got Your Back.” We live out this #GYB spirit every day by working together with team members, clients, and other partners to achieve shared goals.

For more information about ClarisHealth and our culture, please visit us at https://www.clarishealth.com/careers/.

Other

Applicants must be currently authorized to work in the United States on a full-time basis. ClarisHealth is not able to sponsor applicants for work visas.

EOE, including Disability/Veterans; anyone needing accommodation to complete the interview process should notify the People Operations team.