Associate Manager, VBC Customer Success

Job Summary

The Associate Manager, VBC Customer Success is a hands‑on working manager responsible for ensuring the day‑to‑day execution of VBC customer work is completed accurately, on time, and with strong follow‑through. Reporting to the Director of VBC Customer Success, this role operates as a player‑coach, directly managing a portfolio of VBC customers while guiding and unblocking Performance Advocates in their daily work.

• Manage a portfolio of VBC customers, serving as the primary point of contact and relationship owner.
• Lead regular VBC customer check‑ins, working sessions, and performance discussions to drive alignment and results.
• Monitor and analyze VBC performance metrics (e.g., quality, utilization), identifying gaps and driving corrective actions.
• Define, document, and track customer action items, ensuring timely follow‑through and completion.
• Proactively address customer issues and manage escalations, coordinating resolution as needed.
• Monitor dashboards, reports, and customer activity on a daily and weekly basis to ensure visibility into performance and engagement.
• Ensure all required tasks, deliverables, and follow‑ups are completed accurately and on time.
• Maintain accurate and up‑to‑date CRM records, including notes, tasks, and supporting documentation.
• Identify potential risks early and take proactive corrective action to prevent escalation.
• Serve as the first point of contact for Performance Advocate questions, issues, and guidance.
• Support work prioritization during periods of high volume or ambiguity, helping the team stay focused and effective.
• Review customer deliverables to ensure accuracy, completeness, and quality standards are met.
• Coach and mentor teammates on execution, workflows, and effective customer interactions.
• Support onboarding of new team members, with a practical focus on how work is executed day to day.
• Collaborate cross‑functionally with Data Analytics, Clinical Services, Product, and Operations teams to drive work forward efficiently.
• Translate customer needs and requirements into clear, actionable internal work items.
• Ensure effective handoffs between teams, preventing delays, gaps, or dropped deliverables.

• Bachelor's degree or equivalent practical experience in healthcare, business, operations, or a related field.
• 3–5 years of experience in a customer‑facing role within Value‑Based Care (VBC), healthcare operations, customer success, account management, or a similar execution‑focused function.
• Direct experience managing a portfolio of customers, including ongoing communication, performance tracking, and issue resolution.
• Hands‑on experience monitoring performance metrics (e.g., quality, utilization, operational KPIs) and acting on gaps or risks.
• Experience working cross‑functionally with teams such as Analytics, Clinical, Product, or Operations to move work forward.