Customer Success Manager - Health Insurance

Customer Success teams are absolutely key to Shift’s future success as they engage our clients to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new clients by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of the solution, driving ongoing adoption, establishing success criteria, and managing renewals. You will work with the rest of the Shift organization to uncover new ways to integrate Shift into the client and to help improve our products.

As a Customer Success Manager, you will be responsible for working closely with various internal and external teams, with a focus on helping our clients Claims departments and/or Anti-Fraud teams with advice and guidance, ensuring our solutions are successfully implemented, and steadily bringing value to their business.

YOUR RESPONSIBILITIES

• Drive retention and growth of clients by understanding their business needs and helping them succeed
• Enable successful roll-out of Shift Technology solutions to clients, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
• Maintain a cadence of communicating with clients about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for clients to act as Shift advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales, Data Science, Project Management, and Partners to support pilot clients, renewals, and expansion opportunities
• Marshall resources across the Shift organization as needed to support clients’ needs
• Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services;
• Represent the voice of the customer to inform our sales process and product roadmap
• Maintain a cadence of communicating with Insurance Claims, Fraud, or Underwriting leaders about their adoption trends, sentiment, and mining opportunities for deeper engagement

YOU’VE GOT WHAT IT TAKES, IF YOU

• Have at least 3 years experience investigating healthcare insurance claims
• Have at least 2 years experience managing a team
• Have experience leading client meetings with partners from the analyst level up to the Vice President level
• Have experience demoing solutions, working with external partner organizations, lending thought leadership for improvement of the existing solutions, as well as new solution ideation, and discussing current trends in P&C insurance
• Have excellent communication skills, including oral, written, and non-verbal; you know how to make complex things feel simple; can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
• Experience is managing projects
• Have ability to analyze raw data to determine insights
• Are fluent in Spanish and English
• Are able to travel as needed (~30%, but can and will vary based on the needs of the organization) and ideally collaborate with colleagues in the office 1-2 days per week as needed.
• Experience with creating workflows
• Have the ability to develop strong relationships with clients and become a trusted advisor

Preferred Experiences and Skills

• 3 years of successful experience managing key accounts in a SaaS company. Knowledge of the insurance industry is strongly preferred.
• Experience in full-cycle software implementation projects, ideally in SaaS
• Can manage multiple accounts simultaneously
• Have partnered with a Delivery organization, led client meetings in tandem with the Delivery organization, and partnered with Data Science and Delivery teams to deliver results to your client(s)

RECRUITEMENT PROCESS

• TA Interview
• Hiring Manager interview
• A couple of interviews with other stakeholders (e.g. Data Science)