Customer Outcomes Manager III

Role Description

Do you thrive on building trust, owning outcomes, and turning complex data into a winning renewal strategy? Roundstone is looking for a strategic, consultative, and relationship-driven professional to join our customer success team as a Customer Outcomes Manager (COM
3).

This is a critical member of Roundstone’s Commercial organization, while this role is not responsible for new business prospecting. The COM III owns the retention, growth, and strategic management of an assigned book of business. Success is measured through client retention, premium preservation, advisor engagement, identification of growth opportunities, and the ability to strengthen long‑term employer and advisor relationships. This is a consultative sales role focused on expanding value within existing relationships rather than acquiring new ones.

You’ll work closely with Underwriting, Cost Containment and our Clinical teams to ensure every employer group is fully informed and set up for the best possible outcome, while building the kind of trusted advisor relationships that turn renewals into long‑term partnerships. With an established book of business and a runway for growth, this role rewards strategic thinking, clear communication and a genuine drive to win and keep every account.

• You get energy from owning your outcomes
• You can look at a data set and tell a client a story that changes how they see their path forward
• You’re comfortable being the one who has to deliver hard news and skilled enough to do it in a way that keeps trust intact
• You’re curious, coachable, and motivated by outcomes rather than activity for activity’s sake
• You want a seat where your judgment and consultative instincts matter as much as your follow‑through
• You’re comfortable in client‑facing and advisor events throughout the year
• You’re energized by ongoing training and development opportunities to sharpen, reinforce, and enhance your sales skills and introduce new techniques

• Own the full client relationship for an assigned portfolio from onboarding through renewal with a proactive, retention‑first approach
• Serve as the primary point of contact and trusted advisor for employer groups, advisors, and Regional Practice Leaders
• Occasional travel to make in‑person or pop‑up visits to employer groups and advisors, reinforcing relationships and positioning Roundstone as the stronger choice
• Develop and maintain deep knowledge of each employer group’s goals, workforce demographics, and benefit priorities
• Lead strategic account planning to identify risks, opportunities, and customized solutions

• Identify opportunities to expand Roundstone’s value proposition through enhanced cost containment solutions, plan optimization strategies, and deeper advisor engagement
• Lead renewal conversations with confidence, using data, utilization trends, and cost containment insights to build compelling narratives that drive retention
• Overcome objections and manage competitive threats through consultative dialogue and evidence‑based positioning
• Maintain accountability for retention, premium preservation, and portfolio growth metrics
• Operate in a highly competitive market, fast‑paced environment with periods of the year that are demanding, especially during the peak renewal seasons, with a target account retention of 90%

• Retrieve, analyze, and present employer reporting in a clear, outcomes‑driven format for both internal and external stakeholders
• Translate complex utilization data and cost drivers into accessible insights that support informed employer decision‑making
• Partner with the Underwriting team to optimize renewal timing and financial positioning
• Collaborate with the Cost Containment Consultant and CSI team to ensure health plan design and cost containment solutions are fully optimized

• Establish a consistent, proactive communication cadence with all stakeholders to stay ahead of client needs and renewal timelines
• Navigate complex service escalations with professionalism, urgency, and a…