Senior Manager of Customer Success

Position Overview

Reporting to the Senior Director of Customer Success, the Senior Manager of Customer Success oversees and monitors all Customer Success Specialist activities. This role plays a critical part in driving member engagement and retention, particularly through the leadership and support provided to frontline teams. The Senior Manager collaborates closely with Customer Success leadership and engages cross-functionally with key business units across the organization to ensure alignment of goals and service excellence.

Scope of Role & Responsibilities

• Establish mutually agreed upon goals and objectives with Specialist and hold Specialist accountable.
• Implement action plans to achieve performance objectives daily, providing continuous on-going and timely guidance and feedback for successful outcomes.
• Develop routine call quality monitoring procedures for Specialist to review performance and address any concerns.
• Organize the daily operations of the Customer Success department, including assigning projects, processing schedules, and reviewing attendance.
• Conduct formal one-on-one sessions monthly for each Specialist, with follow-up notes that provide discussion points and action items.
• Consistently hold regular team meetings for staff to discuss updates, needs, and concerns.
• Proactively educate and train Specialist to ensure that all staff are properly informed.
• Maintain up-to-date knowledge of all promotional campaigns and communicate the impact with the team for effective communication to member.
• Manage the resolution of complex telephone inquiries and/or escalated member concerns.
• Cook up and coordinate staffing and oversight of community/public relations activities, which promote MetroPlusHealth. This may occur during evening and weekend hours.
• Ensure appropriate staff assignments/scheduling is carried out by team.
• Resolve departmental and team specific problems, concerns, or issues.
• Complete a minimum of three (3) audits per Specialist per month to ensure adherence to state regulatory and MPH policy and procedures.
• Create and provide reporting to department Director(s) on call handling, abandonment rate, member assists, etc.
• Manage department’s online booking application, including monthly rotational schedule.
• Complete various ad hoc projects in a timely fashion as required by department or executive leadership.
• Conduct the necessary staff training to facilitate the migration of workflows into new reporting systems (e.g. Salesforce).

Administrative & Reporting Duties

• Deliver ongoing, timely performance-related feedback to senior management, highlighting staff achievements, development needs, strategic challenges, and operational insights to support informed decision-making and continuous improvement.
• Attend weekly management meetings to review and modify departmental strategy as needed.
• Identify retention opportunities and create strategic implementation.
• Organize/participate in health fairs and/or events directed towards the education and retention of our members.
• Timely completion and submission of weekly/monthly reports requested by Senior Director or External Stakeholders.
• Establish, maintain, and document positive working relationships with external stakeholders including but not limited to hospital facility staff, community organizations, community providers, and city and state regulatory agencies.
• Track and document Specialists’ performance issues and submit necessary documentation for any disciplinary action.
• Schedule meeting with union when appropriate.
• Review and approve/deny time sheets, time off, and leave requests.
• Ensure the integrity of all data within area of responsibility, including but not limited to records, applications, and Customer Success staff documentation.
• Update and maintain department policies and procedures as instructed.
• Integrate departmental activities with internal/external stakeholder events.
• Utilize ServiceNow for the ordering of equipment and software for new and existing staff.
• Maintain an accurate and up-to-date organizational chart for the department.
• Collaborate with provider facilities, including managing relationships, organizing events, and sharing data.

Additional Leadership Duties

• Promote the mission, values, and goals of the department and MetroPlusHealth, and develop and align strategies accordingly.
• Expand team through hiring when necessary, and ensure new hires are properly onboarded and trained.