Senior Manager

Industry: InsurTech / Health Insurance

Focus: Claim Digitisation & Intelligent Auto Adjudication

Role Overview

The Senior Manager of Customer Success is a pivotal, hands-on role responsible for ensuring our health insurer clients achieve maximum value from our Claim Digitisation and Intelligent Auto Adjudication platforms. You will serve as the primary strategic advisor and project manager for key accounts, guiding them from the initial solutioning and workflow design stages through to post-implementation success. By identifying process improvements and understanding the insurer's core business challenges, you will drive product adoption, ensure seamless claims operations, and uncover opportunities to upsell new products and services.

Key Responsibilities

• End-to-End Project Management: Own the customer journey from the initial solutioning and scoping phase through implementation, go-live, and post-implementation success.
• Relationship Management: Build and maintain robust, trusted relationships with key stakeholders and operational leaders within health insurer organizations.
• Domain-Specific Optimization: Drive the adoption of intelligent auto-adjudication workflows and claim digitization processes, advising clients on best practices to reduce claim turnaround times and improve accuracy.
• Process Improvement: Continuously assess client claims workflows to identify bottlenecks and recommend product-led process improvements that deliver measurable ROI.
• Upselling & Cross-selling: Analyze customer feedback, operational pain points, and usage data to identify upselling and cross-selling opportunities, strategically pitching new products or services that align with their needs.
• Account Health Monitoring: Track and analyze customer health metrics, designing and executing action plans to address potential risks to customer satisfaction, platform adoption, and retention.
• Cross-Functional Collaboration: Collaborate effectively with Sales, Product Development, and Implementation teams to ensure a seamless client onboarding experience and advocate for client feature requests.
• Performance Reviews: Conduct regular business reviews (QBRs) with clients to evaluate satisfaction levels, present ROI metrics (e.g., auto-adjudication rates), and collect feedback for continuous improvement.

Qualifications

• Education: Bachelor's degree in Business Administration, Healthcare Management, Operations, or a relevant field.
• Experience: A minimum of 6 years of overall professional experience, with at least 2-3 years in Customer Success, Account Management, or a related domain.
• Domain Expertise: Proven experience in the Health Insurance industry, InsurTech, or Healthcare claims processing is highly preferred.
• Project Leadership: Strong project management skills with a track record of successfully guiding complex software implementations from solutioning to operational success.
• Commercial Acumen: Demonstrated ability to identify commercial opportunities and successfully drive upsells/cross-sells within an existing book of business.
• Core Skills: Exceptional communication, presentation, and analytical skills. Proficiency in CRM systems and customer success management tools.

Candidates residing in Jakarta will be preferred.

Indonesia Bahasa language proficiency is preferable.