Broker 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!

At Sana Benefits, we strive to be human with our customer relationships. We are growing fast and looking for a Senior Customer Success Manager, Broker Channel (Broker CSM) to help us manage customers throughout their journey. We are passionate about using innovative technology to elevate the health benefits experience of brokers, their small business clients, and their employees. As a Broker CSM, you will often be our brokers’ and their clients' primary point of contact and work alongside sales, product, operations, marketing, and support teams to serve our clients. You will be responsible for customer retention and expansion through building relationships with brokers, insurance agents, consultants, and their clients and ensuring that they have a best-in-class experience with Sana.

• 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.

• 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!
• Licensed broker
• Values-oriented. 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. 

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!