Note: The job is a remote job and is open to candidates in USA. Pointcare, Inc. is an insurtech software and services company that helps people enroll in Medicaid and other public healthcare programs. The Customer Success Manager will manage strategic FQHC accounts, drive customer satisfaction, retention, renewals, and expansion, and coordinate internal teams to resolve customer challenges and improve product adoption.
Responsibilities
- Manage relationships with our FQHC partners, serving as their primary point of contact
- Drive customer satisfaction and demonstrate ongoing value delivery
- Identify and execute expansion opportunities (additional services, coverage programs, new clinics)
- Proactively address challenges and coordinate internal resources to solve customer problems
- Drive customer renewals
- Conduct monthly business reviews with customers to demonstrate value and identify opportunities
- Monitor customer health and intervene early when risk signals appear
- Build trusted advisor relationships with clinic leadership, enrollment specialists, and internal partner teams
- Partner with Product and Delivery to translate customer feedback into improvements
- Help position customers for HR1 readiness
- Collaborate with cross functional teams on smooth handoffs and expansion opportunities
- Own and grow a portfolio of strategic FQHC accounts, with the consistent, proactive engagement and fast response times that keep customer sentiment strong
- Drive real workflow adoption within accounts, not just maintain the status quo from onboarding, and resolve blockers quickly to keep issues from compounding into risk
- Improve lapse recovery performance and grow managed patient rosters across your accounts — the leading indicators that drive retention and expansion
- Hit or exceed NRR and expansion targets by identifying and closing upsell opportunities
- Build trusted advisor relationships with key customer stakeholders, from clinic leadership to enrollment specialists
- Contribute to account management processes that raise the bar for the team through continuous improvements
Skills
- * 4+ years of account management, customer success, or client services experience in B2B services
- * Proven track record of driving retention and expansion in existing accounts
- * Strong relationship-building skills with ability to navigate complex stakeholder environments
- * Experience managing enterprise or mid-market accounts (healthcare, government, or regulated industries a plus)
- * Self-starter who takes ownership and drives outcomes with minimal oversight
- * Background in healthtech, insurtech, or working with federally funded or mission-based organizations
- * Experience at growth-stage companies ($5M-$20M ARR)
- * Track record of driving retention and upsell opportunities
- * Hands-on experience with Salesforce or a comparable CRM
Benefits
- Remote (US)
Company Overview