Customer Success Manager

About Cozeva

Applied Research Works, Inc. (aka Cozeva) is a leading provider of healthcare technology solutions aimed at transforming care delivery and payment. Our innovative platform focuses on value-based care, empowering healthcare teams to streamline operations and improve patient outcomes. 

Cozeva works with over 80+ healthcare organizations across Payors, Providers and risk-bearing entities.  Cozeva’s footprint is across 31 states, 97k+ providers with an impact on over 25 million Member lives.  Our go-to-market team is rapidly growing as we look to take our successes, primarily in the California market, and continue to scale nationwide.  

Job Description Summary

Applied Research Works, Inc. (ARW) is looking for a strategic and results-driven Senior Customer Success Manager (Senior CSM) to join the Cozeva team.

At ARW, Senior CSMs serve as trusted advisors for key customers, ensuring they maximize the value of Cozeva’s solutions. As a Senior CSM, you will be responsible for deeply understanding your customers’ business goals, driving adoption, and ensuring measurable success. Your ability to analyze data, problem-solve, and connect product capabilities to customer needs will be critical to retention, engagement, and expansion opportunities.

Our customers are the heart of our business. Our Senior CSMs play a key role in shaping product direction by gathering insights and fostering strong partnerships that lead to impactful customer outcomes.

Essential Responsibilities

• Develop strong, strategic relationships with Cozeva customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals
• Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the ARW-Customer relationship
• Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health
• Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs
• Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes
• Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies
• Drive projects to timely completion by acting as a liaison between the customer and Cozeva program managers for regulatory submission processes
• Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform
• Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed

Education/Experience

• Minimum requirement: BA/BS in a relevant discipline. MPH, MHA, MHSA, MBA or equivalent graduate degree, and direct industry experience preferred.
• 7+ years in healthcare administration or healthcare technology/SaaS required. Experience working with Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs) required. Experience in customer success, account management, or a related role is a plus.
• Foundational knowledge and experience in value-based care programs is critically required.
• Direct or adjacent experience with Quality programs, such as HEDIS, STAR, QRS, and/or MSSP/ACO
• Direct or adjacent experience with Risk Adjustment models such as CMS-HCC, HHS-ACA, and/or UCSD-CDPS
• Passionate about learning and solving challenging problems in the healthcare operations, regulation and technology space.
• Willingness to work as needed with international teams and timezones.
• Demonstrated excellence in the following areas:
• Communication & Relationship-Building: Excellent written and spoken communication skills. Excellent interpersonal and relationship-building skills.
• Presentation Skills: Sophisticated presentation skills in front of large and small audiences
• Emotional Intelligence: Natural ability to read and respond to a situation in the best interests of Cozeva and our customers.
• Organization: Proven ability to manage multiple complex accounts and projects simultaneously with a bias for action.
• Problem Solving: Ability to simplify and creatively solve complex problems, in response to challenges both in and out of your control.
• Data-Driven Mindset: Curious and analytical mindset with the ability to translate data insights into actionable strategies.
• Drive: A proactive attitude that stays ahead of customer and company needs. Self-motivated mindset.
• Teamwork & Collaboration: Able to successfully collaborate with cross-functional teams.

What You Get:

• At Applied Research Works, Inc., we continually invest in our employees and offer comprehensive benefits, including remote work options, flexible time off, medical/dental/vision coverage, 401k plan match - to name a few.

Note on Work Location:
This is a remote position open to candidates across the U.S. However, if you are located in the Bay Area, California or within 50 miles of Bellevue, Washington, you will be expected to work from a local office at least once per week.