Customer Success Manager

Full-Time in United States - Remote OK

Amid clinical workforce shortages, rising healthcare costs, and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

Here at IMPaCT Care, we get out of bed every day to remake the American health workforce. We find, train, and enable Community Health Workers: caring people who keep their communities healthy. We have built the largest and most scientifically-proven Community Health Worker platform in the country, used across 20 states by 50 organizations like Kaiser Permanente, the Veterans Affairs Administration, and the United Way. Across multiple randomized controlled trials IMPaCT has achieved outcomes frequently believed to be out of reach, including $2,500 annual savings per patient, improved mental health, and a Net Promoter Score of 94. We’re making waves: on CNN, in WaPo, at the Fed…there is even a new Medicare billing code for Community Health Workers modeled after IMPaCT.

We’re changing the game, but also know the importance of enjoying the journey. That’s why we have made sure that IMPaCT Care is the place to be! We provide competitive compensation and equity grants, comprehensive benefits and plenty of opportunities for team-building and fun. Plus you get to work from home.

Interested? Read on.

Who you are:

You are someone who enjoys delighting people and creating meaningful experiences with every interaction. You take pride in being highly organized and following through with what you say you will do. As a continuous learner, you own mistakes. You not only seek feedback but identify problems early on and take initiative to solve them using a systems approach. You are someone who swings for the fences and produces beyond what is required, without the fear of failure, while practicing self-care along the way.

What you’ll do:

As a Customer Success Manager, you will manage a portfolio of IMPaCT Care customers. Your expertise and guidance will enable our customers to build and grow effective CHW programs that improve health outcomes and change lives.

  • Serve as the primary relationship manager for a portfolio of key customers, including CHW program implementation and ongoing program management of current customers
  • Manage customer relationships to ensure high satisfaction and renewal through tailored relationship-building with customers
  • Collaborate with internal teams to facilitate the delivery of services and effective resolution of issues.
  • Deliver performance support to customers by providing 1:1 support and coaching, and delivering technical assistance to ensure ongoing program effectiveness and fidelity monitoring.

What you bring:

  • 3+ years of experience in a Customer Success (or similar) role successfully managing customer relationships and accounts.
  • Strong project management skills (PM training or certification is a plus).
  • Highly organized, with the ability to manage multiple projects and customers, and meet deadlines while maintaining exceptional attention to detail.
  • Excellent interpersonal and communication skills – both written and verbal – to build and sustain a wide range of relationships across multiple departments and levels of leadership.
  • Enthusiastic, dynamic, and customer-centric.
  • Familiarity with healthcare and social service systems.
  • Experience in a startup environment preferred.
  • Ability to travel (1-2 times per quarter) to support in-person meetings
  • Bachelor’s degree required.

One of our core values is to create a diverse workplace that welcomes and values each team member’s unique perspective, background, and ideas. We are committed to an inclusive and diverse workplace.