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Ready Rebound is a national healthcare navigation and consulting company dedicated to supporting injured First Responders (fire, police, public works) with immediate access to high-quality care and VIP service. The company operates 24/7/365 to ensure members, retirees, and families receive exceptional support.
As a Customer Success Manager covering the East Coast Territory, you will be the primary point of contact and trusted advisor for assigned clients, building and maintaining strong strategic relationships throughout the customer lifecycle. You will lead Quarterly Business Reviews (QBRs) to showcase value, align on client goals, and identify growth opportunities. Your responsibilities include driving client renewals by proactively managing the customer lifecycle and mitigating churn risk, providing training and education to client members and stakeholders to maximize adoption and ROI, and monitoring customer KPIs to ensure successful utilization of Ready Rebound solutions.
You will collaborate cross-functionally with sales, product, and operations teams to deliver a seamless client experience. Key activities include identifying and nurturing customer advocates for case studies and reference programs, developing deep understanding of client business objectives to position Ready Rebound as a strategic partner, and providing actionable insights based on data and industry benchmarks. You will escalate risks, surface opportunities, and drive resolution in partnership with internal teams, while continuously seeking process improvements.
REQUIREMENTS:
- 3+ years of experience in customer success, account management, or related role within healthcare, SaaS, or service-based industry
- Prior experience with or for a Worker's Compensation carrier, Third Party Administrator (TPA), or Public Sector HR role with Worker's Comp or TPA experience
- Proven experience managing portfolio accounts, including implementations and long-term relationship management
- Strong project management skills with ability to balance multiple priorities and stakeholders
- Excellent communication and presentation skills, with ability to deliver compelling QBRs and articulate value propositions
- Data-driven mindset with experience leveraging customer insights to drive strategy and engagement
- Ability to collaborate cross-functionally with sales, product, and operations teams
- Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar)
- Experience working with first responders, healthcare organizations, or municipal agencies is a plus
