Sr. Customer Success Manager, Broker Channel

About the role

Sana's vision is simple yet bold: make healthcare easy. We aim to create an experience that simply feels easy when you need to access our healthcare system. We are growing fast and looking for a Senior Customer Success Manager, Broker Channel (Broker CSM) to help us manage customers throughout their journey.

Responsibilities

• 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!

Qualifications

• 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.

Skills

• Strong communication and interpersonal skills.
• Ability to build and maintain strong relationships with brokers and clients.
• Experience managing customer relationships and driving retention and expansion.
• Understanding of health plan operations and financials is a plus.

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.

Pay

$85,000 - $105,000 a year

Schedule

Remote position