Broker Channel Customer Success Manager

Sana’s vision is to make healthcare easy.

All of us can agree healthcare is simply too hard in the US. And our members feel that pain day in and day out. We aim to create an experience that simply feels easy when you need to access our healthcare system. If you need something, you know where to go to get it with care that is a click (or as few clicks as possible!) away.

What’s beautiful about a vision oriented toward “easy” is how it imparts a singular feeling. We instinctively know as humans when something is easy versus hard, even if we can’t explain why. We fight as a company to make an easy pathway available to all our members at every stage of their healthcare journey. If you feel passionate about delivering better healthcare to small businesses through a seamless care experience and affordable benefits, join us!

As a Broker Channel CSM, you will be the primary point of contact for our clients. The Broker Channel CSM has visibility into the entire company and works alongside our sales, product, operations, marketing, and support teams to serve our clients. The ideal candidate will also help develop best practices and be open to other responsibilities in a hands-on, collaborative environment.

• Manage and scale processes for a high volume of broker channel accounts
• Facilitate smooth customer transitions from Sales/Implementation and inspire confidence in our product and service to meet/exceed customer needs.
• Be the relationship lead and day-to-day contact for our customers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end.
• Serve as the broker and benefits consultant to our clients, providing strategic advice on benefits, compliance, and wellness programs.
• Proactively manage potential escalations with the leadership team and generally be the voice of the customer with internal teams.
• Be a knowledge partner, researching, documenting, and educating others on updates related to internal process, external policy, and best practices.
• Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

• 4+ years work experience preferred, preferably in a fast-growth company environment in the health or benefits space.  Understanding of health plan operations and financials a huge plus!
• Licensed broker or willing to obtain your broker license within 1 year of employment
• Values-oriented. You care deeply about making our healthcare system work better for people and business owners.
• Unparalleled attention to detail. You love getting into the weeds to get things done.
• Fast learner. Entrepreneurial. Self-directed. Excited to build something from scratch.
• Gritty. You aren’t worried about getting your hands dirty and working hard when you need to.
• Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description.
• Strong team player with a track record of working cross-functionally.
• Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development.

Sana is a modern health plan solution for small and medium businesses. We use a more efficient financing structure and integrated technology solutions to cut out wasteful spending and get members access to better quality care at lower costs. Founded in 2017, we are an experienced team of engineers, designers, and health system operators. We have the financial backing of Silicon Valley venture firms and innovative reinsurance partners. If you are excited about building something new and being a part of fixing our broken healthcare system from the inside, please reach out!