Manager, Customer Success in Phoenix, Arizona

Become a part of our caring community and help us put health first

The Customer Success Manager is a key leadership role responsible for ensuring member retention through proactive engagement and strategic initiatives, and operational excellence. This role works collaboratively within a leadership team to ensure alignment and consistent performance, managing up to 25 Customer Success Agents to deliver on retention objectives and enterprise initiatives.

The Customer Success Manager plays a critical role in driving member retention through proactive engagement with at-risk members and the implementation of strategic retention initiatives. In addition to core retention campaigns, the role supports plan-to-plan transitions for existing members and contributes to broader enterprise value by providing support within the integrated healthcare model. This includes managing partnerships, such as CenterWell collaborations, and implementing processes for allegation mitigation and other critical operational priorities.

The Customer Success Manager will work closely with the Customer Success AVP, Customer Success Director, and cross-functional teams to drive strategic priorities, and provide valuable insights to support decision-making. As a critical link between associates, peers, and senior leadership, the Customer Success Manager fosters a culture of accountability, collaboration, and continuous improvement within the team and across the organization.

Department Hours – Shift could fall between the business hours of 7:00 am to 11:00 pm local time. Hours are subject to change based on business needs

Driving Retention Campaigns and Initiatives

• Lead retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success.

• Collaborate with associates to implement plan to plan changes for members, ensuring smooth transitions and consistent green glove experiences.

• Oversee the roll out of enterprise value initiatives vital to the integrated healthcare model.

Strategic Collaboration and Leadership

• Partner with AVP, Director, and peer leaders to align team strategies with broader organizational goals and retention objectives.

• Facilitate cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to member engagement.

• Represent the team in strategic discussions, providing insights and recommendations based on team performance and member feedback.

Empowering Associates and Building a Supportive Team Culture

• Create an inclusive, supportive culture where associates feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals.

• Empower associates to identify and member concerns independently, providing clear guidance, tools, and support to build confidence and autonomy.

• Demonstrate effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team.

Coaching and Performance Management

• Providing ongoing coaching and training to equip associates with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences.

• Use key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation.

• Conduct regular one-on-one sessions to set clear goals, provide constructive feedback, and support professional development.

Administrative Responsibilities:

• Communicate policies, schedule updates, and time-off guidance effectively.

• Oversee timekeeping and scheduling, including timesheets, managing employee schedules, and ensuring adequate coverage during absences.

• Monitor attendance, punctuality, and overtime.

Use your skills to make an impact

Required Qualifications

• Health Insurance Licensure in resident state.

• 3+ years working in healthcare insurance or a related industry.

• 3+ years of formal leadership experience managing teams of 15 or more associates in customer success, retention, sales, or similar role.

• Proven ability to coach and develop team members, driving performance and accountability.

• Strong analytical skills with experience tracking and improving key performance metrics (examples: retention, accretion, NPS, etc.)

• Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership levels.

• Demonstrated success in managing initiatives or campaigns to achieve strategic goals.

• Travel up to 20% of the time for leadership/business meetings

• Work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need

• Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market

Preferred Qualifications

• Associate or Bachelor’s Degree.

• Prior experience in sales and/or leading a sales team

• Familiarity with integrated healthcare models.

• Familiarity with CRM tools (SalesForce) or data visualization tools (PowerBI) used for performance tracking and reporting.

• Change Management certification.

• Bilingual proficiency.

Additional Information

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

Work-At-Home Requirements

At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested Satellite, cellular and microwave connection can be used only if approved by leadership Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Any Humana associate who speaks with a member in a language other than English must take a language proficiency a

• Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Language Proficiency Assessment (LPA) in that language(s) and English as provided and required by the Federal Government.

Humana Perks:     

Full time associates enjoy:  

• Medical, Dental, Vision and a variety of other supplemental insurances  

• Paid time off (PTO) & Paid Holidays 

• 401(k) retirement savings plan

• Tuition reimbursement and/or scholarships for qualifying dependent children

• And much more! 

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$86,300 – $118,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 01-23-2025

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.