Customer Success Manager

Firefly Health is building a revolutionary new type of comprehensive health "care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform. 

Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver clinical and financial health through joyful, always there care. We are flipping the script on what it means to be a health plan and actually providing a true health benefit to members. 

We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. If you are ready to roll up your sleeves and take on our audacious mission, we would love to hear from you. 

Your Role 

The Customer Success Manager will assist in the development, building, and maintaining of strong client relationships to ensure retention of clients. You will co-manage all client related activities, deliverables, and yearly reporting. Working in close partnership with the Strategic Account Executive (SAE), the CSM will be responsible for ensuring that all client expectations, goals, and satisfaction goals are consistently met. 

You will: 

• Manage day-to-day client relationships, including project plans, status updates, and meeting coordination 
• Directly manage and distribute all deliverables, action items, and notes stemming from client meetings 
• Work with the SAE, ensure client activities are progressing on schedule and adhere to prescribed standards to ensure retention of customer 
• Assist with the building of external facing presentations for meetings, such as annual review meetings and any other client/vendor meetings and attend all reporting discussions virtually or in person as needed with client 
• Manage and track all member escalations with the client and internal Firefly teams, ensuring resolution is achieved within 5 business days. 
• Work with the navigation team to serve as a main point of contact for CS on all vendor integration discussions and coordinate with internal key stakeholders 
• Assist in the development, building, and maintaining of strong client relationships to ensure retention of clients. 

You’d be a good fit if you: 

• Possess strong client relationship management skills, enabling you to effectively manage daily interactions, project plans, and status updates 
• Are highly organized and proactive to accurately manage and distribute all deliverables, action items, and meeting notes adhering to standards essential for client retention. 
• Are able to create professional external-facing presentations, participate in key reporting discussions, and efficiently manage and track all member escalations to resolution within the SLA 
• Will be capable of coordinating internal and external stakeholders, particularly in vendor integration discussions with the navigation, health plan operations, and clinical teams 

It’d be nice if you: 

• Have a minimum of five years of experience in client success, account management, and/or consulting 
• Bring proven experience navigating complex client environments, especially within the employer-sponsored health benefits space and health plan client management 
• Have a strong analytical mindset with the ability to interpret data and translate it into actionable client strategies 
• Have a working knowledge of Google workspace, to manage and track client interactions and progress 

The salary range for this position is $85,000 to $100,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Firefly Health is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. 

Our office is in Watertown, Massachusetts, but we’ve developed a robust remote working structure to give us more geographical flexibility while hiring for many positions. This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building. 

Firefly is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly is an E-Verify employer.