Customer Success Manager

Who are we

Health Rosetta has the

audacious mission

to fix our broken health care system. We build the blueprint for high-performance health benefits plans using a practical approach based on what successful purchasers do. We drive adoption using our technology platform and supporting services that simplify architecting, implementing, and optimizing high-performance self-funded health plans.

We are searching for an exceptional candidate who can showcase a proven history of delivering exceptional customer service, innovative problem-solving skills and a strong understanding of self-funded health plan design and administration.

About the Job

Join our mission-driven team as a Customer Success Manager, where you'll play a key role in guiding our advisors, employers, and plan sponsors through expertly managing their self-funded group health plans. In this position, you’ll go beyond traditional account management by cultivating strong, long-lasting client relationships and supporting clients with comprehensive expertise in self-funded health plan design, compliance, and administration.

This role is ideal for someone who combines strong client management skills, operational problem-solving, and growing expertise in self-funded health plans within a fast-moving environment. Successful candidates are curious, collaborative, and proactive in identifying issues, asking thoughtful questions, and supporting operational improvements across clients and internal workflows. They are comfortable managing day-to-day client and operational questions while recognizing when escalation or additional expertise is needed.

Key Responsibilities

• Client Relationship Management
• Act as the primary liaison for clients, ensuring satisfaction through prompt and precise handling of inquiries.
• Take a proactive approach to client engagement, developing strategies to enhance satisfaction and elevate service quality.
• Lead health plan implementations, coordinating efforts across stakeholders to ensure seamless service.
• Use functional and operational knowledge to develop and deliver project deliverables tailored to clients’ needs.
• Plan Design, Compliance, and Management
• Collaborate on self-funded medical and pharmacy plan strategies, providing recommendations and insights.
• Analyze plan details, ID cards, and SBCs to ensure accurate representation of health plan intentions.
• Support review of plan-related materials and help identify questions, inconsistencies, or operational concerns requiring clarification.
• Maintain awareness of evolving healthcare regulations and operational requirements affecting self-funded health plans.
• Communication and Collaboration
• Actively participate in team meetings, contributing to a collaborative, communicative environment.
• Serve as a backup for team members, helping ensure seamless coordination and problem resolution.
• Develop educational materials, playbooks, and checklists to support standardized processes and scalability.
• Support continuous learning by identifying areas for improvement and assisting in team training.
• Continuous Improvement and Development
• Collaborate with industry experts to promote adoption of Health Rosetta best practices among clients.
• Engage with the user community to design processes aligned with product goals and client needs.
• Refine documentation, processes, and best practices to enhance efficiency and client experience.
• Conduct vendor due diligence, assisting with performance monitoring and quality oversight.
• Take on additional responsibilities as assigned by management.

Your Background and Qualifications

• At least 5 years of experience in self-funded health plan design and interpretation, with a strong understanding of plan structures and administration.
• Minimum 5 years in healthcare insurance operations, implementation, or account management supporting self-funded employers or working within a TPA, PBM, or Broker/Advisor environment supporting self-funded health plans.
• Previous experience working within a start-up or a small group employer setting, demonstrating adaptability, resourcefulness, and the ability to thrive in dynamic, evolving environments.
• Demonstrated success in highly competitive settings, with a solid record of client retention and high satisfaction.
• Strong attention to detail, with the ability to manage multiple priorities and tasks effectively in fast-paced settings.
• Skilled in managing client relationships, with a history of building and maintaining long-term, successful partnerships.
• Proficient in reading and interpreting plan documents, with familiarity in service agreements and contract terms.
• Strong project management skills with a proven ability to coordinate complex initiatives, manage timelines, and ensure deliverables are met.
• Strong computer proficiency, including mastery of the Google Workspace applications. We not only welcome your expertise but consider it essential for our continued success.

We recognize that strong candidates may bring experience from different paths. If your background aligns with the operational, client, and problem-solving nature of this role, we encourage you to apply.

Location

Remote work with in-person attendance required 1-3x per year.

Compensation

• $80,340-98,000 annual salary, based on experience.
• 10% bonus potential based on achievement of key company and individual performance indicators.
• Health benefits included, with 75% of premiums covered by Health Rosetta.

Application Process

To apply, please submit your resume and responses to the below questions to

[email protected]

. Because we value your time, we’ve separated the application questions into required and optional responses. Please respond directly to each question rather than providing a general summary.

Please note that a cover letter is mandatory for your application to be reviewed. We are looking for authentic communication; therefore, any submissions identified as being generated by AI will lead to disqualification.

Equity Statement

Health Rosetta is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs, without regard to protected characteristics under applicable law.

Cover Letter Required Responses:

1. Describe your experience supporting or managing self-funded health plans. What types of plans, employer sizes, or participant volumes have you worked with most frequently?
2. How do you stay informed about changes affecting self-funded health plans and plan operations? Describe a recent situation where you helped identify, coordinate, or implement a regulatory, operational, or compliance-related change.
3. When reviewing plan-related materials such as ID cards, SPDs, or SBCs, what types of issues, inconsistencies, operational gaps, or downstream impacts do you typically look for?
4. Describe your experience coordinating updates or corrections to plan-related materials or operational communications. How did you work across stakeholders to ensure alignment and implementation?
5. How do you approach developing and executing project deliverables while managing competing priorities? Provide an example.
6. Describe your experience working with vendors such as TPAs, PBMs, stop-loss carriers, or other healthcare partners. What types of operational, service, or implementation considerations do you typically pay attention to?
7. Provide an example of a process improvement you implemented in a previous role. How did it impact efficiency or client outcomes?
8. Describe a time when you were managing multiple competing client, operational, or implementation priorities at the same time. How did you determine what needed immediate attention, communicate expectations, and keep work moving forward?

Optional Responses:

1. Share a specific example of a self-funded plan improvement or operational enhancement you supported. What strategies or actions were implemented, and what measurable results were achieved?
2. Describe a health plan implementation or transition project you led. How did you coordinate across stakeholders to ensure success?
3. What strategies do you use to build and maintain strong, long-term client relationships? Share an example of a challenging client situation and how you resolved it.
4. How do you balance the need to be consultative while driving action and ensuring client satisfaction?
5. Discuss your experience working with stop-loss carriers, PBMs, or other vendors. How do you evaluate vendor performance and ensure alignment with client goals?
6. How have you used technology (e.g., Google Workspace, project management tools) to streamline health plan administration or enhance client interactions?
7. How do you approach creating educational materials or playbooks for clients or team members? Share an example of a resource you developed and its impact.
8. Describe a time when you had to step into an unfamiliar situation, support another team, or help stabilize a client or operational issue outside your normal responsibilities. How did you approach it, and what was the outcome?
9. What experiences or observations have shaped your perspective on the healthcare system? What motivates you to work in this space?