Customer Success Manager, Health Homes

New York, NY / Full-time

Seniority level: mid/senior

We're looking for a Customer Success Manager to lead engagements with some of our most important partners, helping them improve the lives of low-income patients with complex conditions.

Relevant provides smart, friendly software for organizations within New York State's Medicaid Health Homes program. Health Homes is a big care management experiment—upwards of $500 million per year—with the goals of improving patient outcomes while reducing the total cost of care.

For our Health Home customers, our platform is a key part of the technical infrastructure that makes it work. We have a strong reputation in the Health Homes world, and anticipate significant growth in the next 12 months.

This position is ideal for someone who's ready to own a crucial set of customer relationships at a fast-moving startup. If working alongside a fun, talented product and engineering team to improve health outcomes sounds interesting, we'd love to hear from you.

Main Responsibilities

  • Make our customers happy. You’ll be the primary point of contact at Relevant for Health Home customers. This means running regular meetings with Health Home leadership teams, going on-site to meet with their staff, providing written updates, soliciting feedback, and problem-solving. Earn the Health Homes' trust as someone who gets it, and gets stuff done.

  • Tackle big and small projects. Undertake a variety of projects to support the success of our Health Homes. This might involve creating custom reports, analyzing data, writing documentation, or finding solutions to new workflow challenges. We might ask you to figure out why MAPP is behaving weirdly for pended segments, or how we can better support the documentation of HCBS services.

  • Become a Health Homes program expert. We'll look to you to understand Health Homes from many perspectives: from the care manager and the client on the ground; to the lead Health Home's staff; to the policy and guidance promulgated by NYSDOH. Understand the intersection of our platform features, Health Home customer needs, and policy requirements.

  • Represent Relevant. You’ll be one of the main voices of Relevant on state-wide calls and external committees and workgroups. Digest information, ask smart questions, share Relevant’s perspective, and bring news of changing program and policy requirements back to the team.

  • Help improve our software platform. You'll know just about everything there is to know about our software: how it works, how it's being used, what it does well, what needs improvement. Working with our product and engineering team, use your understanding of customer needs to advocate for changes that will make the biggest impact.

Key requirements

  • 4+ years relevant work experience. Strong applicants may come from a variety of backgrounds, including care management, health care administration, program implementation, or customer success at a modern B2B technology company. Previous experience in healthcare tech specifically is a plus.

  • Effective stakeholder management. You’re a relationship guru who excels at building consensus. Your style is friendly and collaborative, but you also know how to push for answers and escalate when necessary. You're a good listener. You can run meetings convincingly.

  • Superior communication skills. We're looking for candidates who can craft strong client-facing emails, documentation, and presentation decks, as well as explain complex issues of policy and software functionality to a range of audiences.

  • Tech savvy. You know a lot about Excel (e.g. Pivot Tables), and you can pick up new software skills quickly. We don’t expect you to know SQL, but you’d welcome the opportunity to learn.

  • Creative problem solving. You’ve demonstrated success solving tricky customer problems. You’re good at finding creative solutions, pulling in support from others as needed, and keeping stakeholders updated along the way.

  • A desire to improve health outcomes, with a focus on equity and social justice. We’re building tools used by safety-net organizations that are fighting health disparities, and are looking for candidates who find this focus compelling.

  • Be nice, and value collaboration. We think feelings matter a lot. We’re looking for people who are easy to work with and whom others always want on their team.

Working at Relevant

  • Join a small team of people (currently, there are 27 of us) who love what we do and continually strive to delight our customers.

  • Help us build a company culture that's friendly, respectful, and encourages continual learning.

  • Competitive salary, excellent benefits (we pay 100% of employee healthcare premiums), 401(k) with employer contribution, generous vacation policy, and a general emphasis on happiness and sanity.

When we're not experiencing a pandemic, our office space in downtown Manhattan is provided by WeWork, with the attendant nice amenities: social spaces, lots of natural light, reasonably good coffee and espresso. Here's the common area:

WeWork City Hall Common Space Photo

How to Apply

Send an email to [email protected] with the subject line "Customer Success Manager, Health Homes." When responding, attach a resume (PDF is preferred) and include a note in the body of your email explaining your interest in the position. Please include the phrase "turnip incentivization programme," so that we know you read this.

Relevant is an equal opportunity employer. Applicants who identify with groups that are under-represented in the technology industry are strongly encouraged to apply.

And finally: if you noticed a very similar posting on our site under a different title and are wondering what's going on… we're not hiring an army! We're looking for one great program manager/account manager/customer success manager to join our Health Homes team. We've posted the job under several different titles because we've found that applicants from different professional backgrounds (e.g. tech vs health care) may recognize themselves in one title more than the other.