Customer Success Manager II

🔥 13 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $75k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Revive

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Venture Round - ReviveHealth on 2023-01

Healthcare • Consulting • Logistics

Revive is a virtual healthcare company (ReviveHealth) that provides an integrated whole-person virtual care platform for employers and members. It combines 24/7 virtual urgent care, longitudinal virtual primary care, mental health/EAP, integrated pharmacy services (including $0 generics, home delivery, and specialty drug sourcing), and a physician-supervised weight-health program into a subscription-based solution designed to complement existing insurance. Revive focuses on enterprise (employer) customers, rapid deployment, high member engagement, and cost containment for plan sponsors.

📋 Description

• Own an assigned book of business with accountability for customer health, retention, renewal readiness, revenue protection, and growth • Lead renewal strategy and execution, including contract review, rate recommendations, customer positioning, negotiation support, and required documentation • Develop cross-sell and upsell opportunities by identifying customer needs and building value-based recommendations • Serve as a trusted advisor to customers and brokers on program strategy, utilization, engagement, organizational needs, service scope, and Revive solutions • Lead strategic account planning, including customer goals, stakeholder mapping, risks, engagement strategy, renewal plans, and growth opportunities • Analyze utilization, engagement, outcomes, service quality, and financial/ROI data to create executive-ready insights and recommendations • Lead quarterly and annual business reviews for assigned accounts • Identify churn or dissatisfaction indicators, develop recovery plans, coordinate contract saves, and manage at-risk accounts • Oversee implementations, platform migrations, benefit changes, and customer transitions • Manage complex customer complaints and escalations by coordinating cross-functional teams • Maintain accurate CRM and forecasting data, including account health, renewal status, risks, opportunities, buyers, decision-makers, and next steps • Capture and synthesize Voice of the Customer and Voice of the Member insights to influence service delivery, product priorities, communications, and process improvements • Use AI-enabled and digital productivity tools to improve analysis, workflow efficiency, customer preparation, and scalability • Participate in customer presentations, finalist meetings, RFP/RFQ support, annual meetings, events, and strategic relationship-building opportunities • Travel as needed to support customer meetings, events, implementations, and strategic relationship development

🎯 Requirements

• Bachelor's degree or equivalent combination of education and relevant professional experience preferred • 3-5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management • Demonstrated experience independently managing a customer portfolio with responsibility for retention, renewals, and/or revenue growth • Strong consultative and commercial skills with the ability to connect customer needs to solutions and business outcomes • Ability to interpret customer data and translate utilization, engagement, outcomes, and financial information into clear recommendations and value stories • Excellent executive communication, presentation, negotiation, written communication, and stakeholder-management skills • Experience managing customer risk, escalations, implementation complexity, and competing priorities • Proficiency with CRM systems, digital platforms, reporting/analytics tools, and Microsoft Office or equivalent productivity tools • Ability to lead through influence in a matrixed, cross-functional environment • Experience in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS preferred • Experience working with brokers, consultants, HR/Benefits leaders, or other employer decision-makers preferred • Experience with customer health scoring, forecasting, ROI/value realization, account planning, or change management preferred

🏖️ Benefits

• Fully remote work arrangement for U.S.-based employees • Occasional travel to support customer meetings, events, implementations, and strategic relationship development