Strategic Customer Success Manager, Health Plans

Strategic Customer Success Manager, Health Plans

Location: Minneapolis, MN

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: Some domestic travel

Positions Supervised: None

Reports To: Director of Customer Success

 

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community — can ease those burdens and effectively connect members to health care.  Our mission-driven and member-focused company is seeking an experienced and highly self-motivated Sr. Customer Success Manager.

 

The Sr. Customer Success Manager is responsible for a broad range of responsibilities related to successfully onboarding new customers and continuing to deliver value through strategic account management following implementation. You will act as a strategic liaison for our MCO partners and key stakeholders, ensuring a high-touch onboarding process that establishes a foundation for long-term partnership and continuous value realization. You will be responsible for both the internal operations as well as the external relationship management required to launch and maintain the customer account.

 

How You Will Add Value:

Customer Relationship Management 

• Build and maintain strong customer relationships with a focus on retention and satisfaction; act as the key point of contact for executive-level stakeholders within Managed Care Organizations (MCOs) and other health plan partners.
• Lead strategic planning and execution of customer onboarding projects, guiding stakeholders through program implementation with precision and confidence.
• Ensure that customers have a clear picture of Reema's value proposition by proactively providing comprehensive reporting and insights.
• Serve as the trusted advisor to our customers being able to anticipate, identify and resolve potential risks. 
• Manage a portfolio of customer requests with urgency and accountability — maintaining visibility, tracking progress, and communicating updates to both internal and external stakeholders.

Internal Customer Ownership and Collaboration

• Analyze and monitor customer Key Performance Indicators (KPIs), identifying risks and opportunities early; collaborate with internal teams to implement corrective action plans and drive outcomes.
• Champion customer interests internally by streamlining workflows, ensuring timely delivery of reporting, and enabling seamless data transfers across teams.

Process & Project Management 

• Contribute to the evolution and optimization of our customer success processes, helping scale systems for operational excellence across diverse implementation scenarios.
• Contribute to better and faster ways of deploying our solutions by working with our product, operations and growth team.
• Manage multiple concurrent projects that vary in complexity and size. Track and communicate to both internal and customer stakeholders the progress of each project, and effectively use available resources to meet goals and timelines.

 

Education, Experience and Skills:

• Bachelor’s Degree 
• Minimum of 4-6 years of client facing implementation / project management or account management experience.
• Proven experience working with health plans, particularly in statewide Medicaid and Medicare markets
• Strength to multitask, manage multiple priorities, and prioritize appropriately to meet strict deadlines is essential.
• Strong interpersonal and communication skills and an ability to create and manage strategic relationships with customers and internal stakeholders
• Proven ability to deliver outstanding customer service and drive customer satisfaction, with an understanding of how implementation impacts overall business success.
• Adept at working in a fast-paced environment where rapid change and continuous changes are the norm.
• A resourceful problem-solver with strong analytical skills.
• Previous experience working at a health plan implementing a health care services provider, managed care products, or risk bearing provider and/or high growth startup experience. 

Benefits: 

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match 
• Employee Assistance Program
• Paid Parental Leave
• Accrued Paid Time Off
• Technology Stipend
• Flexible Schedules and Remote Work

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

 

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.