Note: The job is a remote job and is open to candidates in USA. Sana is a health plan solution aimed at simplifying healthcare for small and midsize businesses. They are looking for a Senior Customer Success Manager, Broker Channel to manage customer relationships, ensure a best-in-class experience, and facilitate communication between brokers and internal teams.
Responsibilities
- Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs
- Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end
- Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs
- Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams
- Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices
- Lead initiatives to improve team processes and customer strategies
- Partner with Sales to expand and retain brokerage relationships
- Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience
- Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale
Skills
- 5+ years experience, preferably in a fast-growing environment in the health or benefits space
- Understanding health plan operations and finances is a huge plus!
- Licensed broker
- Values-oriented. You care deeply about improving our healthcare system
- You ask questions with genuine curiosity and humility. You assume the best intentions without shying away from solutions-oriented debate. You meet your teammates with compassionate candor to problem-solve
- You remain flexible and resilient and foster a culture of continuous learning
- You bring a bias for action paired with intelligent risk-taking
- You embrace responsibility, follow through on your commitments, and foster trust with your colleagues
Benefits
- Remote company with a fully distributed team – no return-to-office mandates
- Flexible vacation policy (and a culture of using it)
- Medical, dental, and vision insurance with 100% company-paid employee coverage
- 401(k) with company match, FSA, and HSA plans
- Paid parental leave
- Short and long-term disability, as well as life insurance
- Competitive stock options are offered to all employees
- Transparent compensation & formal career development programs
- Paid one-month sabbatical after 5 years
- Stipends for setting up your home office and an ongoing learning budget
Company Overview