Senior Customer Success Manager, Broker Channel

🕒 June 24

🇺🇸 United States – Remote

💵 $85k - $105k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Sana

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛡️ Insurance

⚕️ Healthcare Insurance

☁️ SaaS

💰 $60M Series B on 2022-06

Insurance • Healthcare Insurance • SaaS

Sana is a company providing modern health benefits tailored specifically for small businesses. The company offers comprehensive health plans which include medical, dental, and vision coverage, along with $0 healthcare options like virtual care, maternity, labs, and imaging services. Sana aims to simplify the management of health benefits, offering features like real-time employee management and transparent claims viewing. With a focus on affordability, businesses can save up to 20% by choosing Sana, with a high rate of renewal among clients. Their service includes a dedicated team of medical and benefits experts to assist members with guidance and in-network referrals. Sana emphasizes strong customer support with high satisfaction ratings, ensuring employees can keep their preferred providers without incurring out-of-network fees. The company prides itself on being a reliable and budget-friendly option for small businesses.

📋 Description

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs. • Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end. • Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs. • Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams. • Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices. • Lead initiatives to improve team processes and customer strategies. • Partner with Sales to expand and retain brokerage relationships • Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience. • Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

🎯 Requirements

• 5+ years experience, preferably in a fast-growing environment in the health or benefits space. • Understanding health plan operations and finances is a huge plus! • Licensed broker • Values-oriented. You care deeply about improving our healthcare system. • You ask questions with genuine curiosity and humility. You assume the best intentions without shying away from solutions-oriented debate. You meet your teammates with compassionate candor to problem-solve. • You remain flexible and resilient and foster a culture of continuous learning. • You bring a bias for action paired with intelligent risk-taking. • You embrace responsibility, follow through on your commitments, and foster trust with your colleagues.

🏖️ Benefits

• Remote company with a fully distributed team – no return-to-office mandates • Flexible vacation policy (and a culture of using it) • Medical, dental, and vision insurance with 100% company-paid employee coverage • 401(k) with company match, FSA, and HSA plans • Paid parental leave • Short and long-term disability, as well as life insurance • Competitive stock options are offered to all employees • Transparent compensation & formal career development programs • Paid one-month sabbatical after 5 years • Stipends for setting up your home office and an ongoing learning budget • Direct positive impact on members’ lives – wait until you see the positive feedback members share every day