Senior Manager, Customer Success

Firefly Health is building a revolutionary new type of comprehensive health “care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform.

Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver half-priced health care that’s twice as good, clinically and emotionally. We are flipping the script on what it means to be a health plan and actually providing a true health benefit to members.

We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. If you are ready to roll up your sleeves and take on our audacious mission, then we would love to hear from you.

Your Role

The Senior Manager, Customer Success  will join our Customer Success team to ensure long-term, high-value partnerships with our employer and health insurance plan clients. As the key relationship owner, you will partner with product, sales, implementation, and more to bring the Firefly value proposition to life for our clients every day. This critical role will manage the daily needs of the client, monitor and manage success metrics, and build strategic relationships required to grow the client account.

You will:

• Be the face of Firefly for our employer customers: their success is your success
• Be responsible for ensuring the customer achieves the business objectives (ROI) they set out to achieve in selecting Firefly. 
• Oversee Firefly programs holistically, using business intelligence to proactively monitor and measure success metrics. You identify issues impacting program success and lead the organization to resolution. 
• Spearhead future growth of Firefly via increased membership and expansion of Firefly products
• Understand a customer’s business as well as they do so you can serve as a trusted partner to them
• Be  the voice of the customer inside Firefly. You identify opportunities for Firefly to better enable customer success and work within the organization to help Firefly unlock more value for customers. 
• Own  the daily tactical work to schedule customer meetings, set agendas, create/partner on content, execute follow ups, and more. 
• Partner  with our implementation manager to ensure a successful launch and smooth handoff after launch. 

You’d be a good fit if you are:

• A friendly, calm, dynamic person who gets energy seeing your clients succeed
• Outrageously responsive and timeline in your follow up
• A strategic thinker who understands how the details impact the big picture
• Able to build relationships with executives and front-line workers alike
• Unafraid to take on big challenges and get your hands dirty
• Willing to speak up for clients and our company when the situation requires it
• Able to manage multiple issues at one time
• An influential leader who helps shepard change within the organization
• Unafraid to build new processes and live in a state of development
• Independent and autonomous, able to work on projects without micro-management
• Structured thinker with flexible mindset, able to keep everyone on track while navigating changes with ease

It’d be nice if:

• You have demonstrated success managing employer or carrier client relationships from a vendor perspective
• You possess 8+ years or client success/account management experience
• You are a healthcare subject matter expertise, ideally in a health plan or digital health solutions sold to employers
• You have fantastic communication skills
• You have the ability to lead successful meetings
• You possess strong executive presence and professional demeanor

Our office is located in Watertown, Massachusetts but we’ve developed a robust remote working structure to give us more flexibility geographically while hiring for many positions. 

This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building.