Remote
About the role
We’re looking for a relationship-driven Customer Success Manager (CSM) to join our Client Services team. In this role, you’ll serve as the primary point of contact for a portfolio of clients, owning the relationship from onboarding through renewal and beyond.
You’ll partner closely with clients, brokers, TPAs, and internal teams to ensure a seamless experience, resolve issues, and deliver meaningful value. This role is ideal for someone who enjoys balancing day-to-day client support with strategic account management—and who takes pride in building trusted, long-term partnerships that drive satisfaction, retention, and growth.
This is a fully remote role. Candidate must reside in Oregon or Washington.This is a primarily remote position; however, this position may require quarterly travel for client sites, conference or in person meetings. Reliable transportation, schedule flexibility, and the ability to work independently while traveling is essential.
What You'll Do
- Own and manage relationships for a portfolio of client accounts, serving as the primary point of contact
- Lead regular client meetings, business reviews, and renewal coordination efforts
- Proactively communicate with clients to provide updates, address concerns, and ensure a high level of satisfaction
- Monitor account health, identifying risks and opportunities to strengthen relationships and expand services
- Navigate complex or sensitive conversations with professionalism, including escalations and financial discussions
- Respond to and resolve client, broker, and partner inquiries through collaboration with internal teams
- Track client activity, service utilization, and performance trends, and provide insights through reporting
- Ensure timely delivery of reports and proactively address any delays or issues
- Maintain accurate documentation, including CRM updates, client records, and benefit materials
- Support client-facing activities such as meetings, presentations, and events
What You Bring
- At least 3 years of experience in client services or account management within healthcare, health insurance, or medical management
- Experience working with TPAs, brokers, consultants, or carriers
- Strong organizational and time management skills, with the ability to manage multiple priorities independently
- Excellent communication skills, with a high degree of professionalism, empathy, and emotional intelligence
- Proven ability to problem-solve, manage escalations, and navigate complex client situations
- Ability to work both independently and collaboratively in a fast-paced, remote environment
- Comfort with CRM systems, reporting tools, and learning new technology platforms
- Ability to handle confidential information in compliance with HIPAA
Preferred:
- Experience with renewals, retention strategies, and client presentations
- Familiarity with self-funded health plans and medical terminology
About Innovative Care Management
In an increasingly complex healthcare environment, ICM remains focused on something essential: putting people at the center of every decision. We are dedicated to ensuring that members and health plans feel genuinely seen, heard, and supported throughout their care journey.
We serve clients nationwide with a values-driven approach that blends compassion, clinical expertise, and operational excellence. Our core values: Kindness, Personal Responsibility, a Can-Do Attitude, and Humble Confidence, shape how we work, how we lead, and how we care for those we serve.
As we grow, we welcome individuals who share our belief that healthcare should be effective, compassionate, and truly centered on people.
