Client Success Manager

Client Success Manager

We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

The Client Success Manager (CSM) provides the day-to-day operational support that keeps Centivo's client experience running smoothly. This is an intermediate, client-facing role: the CSM attends and supports client meetings and open enrollment sessions, supporting the Client Success Executive (CSE) who leads the relationship. The CSM partners closely with the CSE to execute the operational work behind renewals, escalations, and ongoing plan administration resolving claims, benefit, and enrollment issues; coordinating across internal teams and external vendors; and keeping client-facing systems, workbooks, and communications accurate and current. On a smaller book of business, and at leadership discretion, a CSM may hold light day-to-day ownership of a client relationship.

Responsibilities Include:

Client Service & Issue Resolution

• Apply a developed understanding of Centivo's operational functions to support and perform to established service standards for renewals and client service.
• Provide ongoing service and support to the Client Success Executive, partnering across internal and external departments and vendors to resolve claims, benefit, and enrollment issues.
• Record and monitor all inquiries through completion and maintaining the client tracker for each client in their book, keeping the Client Success Executive apprised of status.
• Handle client inquiries and collaborate with claims and member care to resolve them.
• Support tracking and follow-up on member issues, including VIP member issues, in partnership with the Customer Issue Resolutions Team; the Client Success Executive leads remediation strategy on complex or sensitive escalations.
• Enter SRS tickets for Cigna issues and track them through to resolution.
• Elevate client inquiries and concerns to the Client Success Executive and/or the Client Escalations team as appropriate.
• Review HCC notices for accuracy & to ensure they are at the appropriate threshold prior to Client Ops sending them out

Client Administration & Project Coordination

• Execute follow-ups on open items and tasks, including cross-functional tasks related to issue resolution and benefit plan changes; escalate non-movement on open items as appropriate.
• Provide operational support and coordination on client projects, including renewals and terminations.
• Set up and maintain access for reporting tools & employer portals.
• Updating Salesforce when client or broker contact information changes.

Open Enrollment (OE) & Renewal Support

• Attend and support open enrollment meetings (virtual and in-person) as needed; the Client Success Executive leads OE strategy, content, and client messaging.
• Support initial Middle Market OE communications and member portal testing.
• Prepare the renewal confirmation form in conjunction with the Client Success Executive.
• Review SBCs, SPDs and amendments for accuracy prior to sending to the client.

Systems & Data Management

• Enter client-specific information from the MCW into Salesforce, including flagging clients and brokers for marketing blasts and adding applicable details such as check run date, eligibility method, and high-dollar information.
• Maintain the Master Client Workbook and benefit summaries post go-live.
• Send Zakipoint data as required.
• Support reporting ticket requests, run ad hoc reports as appropriate, and provide real-time tracking, live updates, and follow-up; the Client Success Executive reviews reporting before release to ensure alignment with strategic renewal discussions.

Additional Reporting Support

• Prepare client-related reporting and various internal reports in accordance with each client's specific requirements, along with responding to inquiries from internal departments.
• Run claims impact reports.
• Review initial renewing invoices.
• Review plan documents and ID cards for accuracy at renewal.

Qualifications:

Required Skills and Abilities

• Bachelor's degree preferred, or equivalent combination of education and experience.
• 3 years of experience in client service, account management, or operations, within health benefits, insurance, or a related industry (such as PBM); this is an intermediate, client-facing role rather than an entry-level position.
• Strong working knowledge of health plan operations, including claims, benefits, and enrollment processes.
• Demonstrated ability to manage multiple priorities, track detailed work through to completion, and meet deadlines in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to interact professionally with clients, brokers, and internal teams, and to represent operational details clearly in meetings led by others.
• Comfort working across systems (e.g., Salesforce, Plan Manager) and maintaining data accuracy across multiple sources.
• Collaborative mindset with the ability to coordinate effectively across internal departments and external vendors, and to work in close partnership with a Client Success Executive.
• High attention to detail and strong organizational skills.
• Willingness to travel on a minimal-to-moderate basis for open enrollment and client support needs.

Work Location:

• An ideal candidate would be assigned to the Buffalo office with the ability to work from home.
• This position is remote.

Centivo Values:

• Resilient This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient means we embrace challenges, follow through on commitments, and never avoid something just because it's hard.
• Uncommon The status quo stinks, so we had to go out and build something better. We know the healthcare system isn't working for members, employers, and providers so we're building it from scratch, in a way that actually works. Being uncommon means we simplify the complex, focus on efficiency over bureaucracy, and don't dodge the hard conversations.
• Positive We care about each other. It takes energy to do hard stuff, build something better, and be resilient and uncommon while doing it. Because of that, we give kudos freely, give credit to others, and look for solutions rather than linger on problems. We take care of ourselves so we can take care of each other.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.