Senior Manager of Customer Success

Position Overview

Reporting to the Senior Director of Customer Success, the Senior Manager of Customer Success is responsible for the strategic oversight and day-to-day management of the Customer Success specialists.

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 will collaborate closely with Customer Success leadership and engage cross-functionally with key business units across the organization to ensure alignment of goals and service excellence. Through effective coaching, operational guidance, and a member satisfaction mindset, the Senior Manager will empower Customer Success Specialists to deliver high-quality support to MetroPlusHealth members.

The Senior Manager of Customer Success is responsible for the daily oversight and performance management of Customer Success Specialists, both in the field and internally. This hands-on leadership role includes monitoring team activities, ensuring operational efficiency, and driving high-quality member interactions. In addition to managing day-to-day operations, the Senior Manager actively contributes to the department's long-term vision by championing innovative strategies and fostering a culture of continuous improvement. The role requires a strong focus on solving complex challenges, mentoring team members, and cultivating collaborative relationships with internal and external stakeholders. The Senior Manager provides regular feedback to the Senior Director and Director of Customer Success on employee development, stakeholder engagement, and strategic plan execution, ensuring alignment with
organizational goals and sustained member satisfaction.

Scope of Role & Responsibilities
OVERSEES AND MONITORS ALL CUSTOMER SUCCESS SPECIALIST ACTIVITIES:

• 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.
• Ensure proper leadership is provided to navigate operational, regulatory, and compliance changes and challenges.
• Maintains up-to-date knowledge of all promotional campaigns and communicates the impact with the team for effective communication to member.
• Manage the resolution of complex telephone inquiries and/or escalated member concerns.
• 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
• Actively monitor call queues and make adjustments to staffing model to improve call handling and member satisfaction
• 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
• Manage 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
• Manage the performance of current outreach campaigns and report data to Senior Director of Customer Success.
• 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.

Required Education, Training & Professional Experience:

• Bachelor's Degree in Business Administration, Marketing required; and Minimum of 10 years' progressive experience in member experience in a health care setting, with at least three years of senior management preferred; and
• 10 years of operational managed care experience; or
• A satisfactory combination of education, training, and experience.
• Proficiency with NYSOH/ HRA Recertification Process.
• Knowledge of consumer/member retention preferred.

Licensure and/or Certification Required: (URAC Core 25c)

• Employees in this position will be required to complete and pass the NY State of Health approved training program and become certified as a MarketPlace Facilitated Enroller (MFE)/Certified Application Counselor (CAC). Employees in this position must also complete all annual recertification requirements and maintain this certification for the duration of their assignment Active CAC Certification

Professional Competencies: (URAC Core 25b)

• Integrity
• Business Acumen
• Adaptability
• Emotional Intelligence
• Solutions Oriented
• Customer Service Focus
• High level collaborative skills
• Functional/Technical/ Analytical skills
• Written and Oral Communication skills
• Act with a sense of urgency on all matters.
• Maintain professional and timely verbal and written communication with all stakeholders.
• Build partnerships and relationships both internally and externally.
• Set the best example related to on-time arrival to work and at scheduled work sites, meetings, team meetings, events, etc.