Client Success Manager - CAC

About VIMO:

Vimo started as the "Expedia" of health insurance, and now we're transforming government IT infrastructures with our proven SaaS and AI technology. Our innovative approach to health insurance shopping and enrollment has expanded beyond exchanges, and we're now reinventing the way states administer safety net programs such as Medicaid, SNAP (food stamps), child care, and unemployment insurance. With our cutting-edge technology, we're helping agencies help more people, faster, and transforming healthcare service delivery as we know it

We are looking for Customer Success Manager to join our VIMO team.

About The Role:

The Client Success Manager (CSM) is the primary strategic partner for State-Based Exchange (SBE) clients, responsible for ensuring high-quality delivery of eligibility, enrollment, and consumer assistance services in alignment with state policy, regulatory, and operational requirements. This role combines client relationship leadership, project and program management, data-driven performance oversight, technical systems expertise, and hands-on experience with telephony, quality management, and AI-enabled solutions to drive strategic initiatives and operational improvements.

The ideal candidate has direct experience supporting state-administered healthcare exchange programs, working closely with state agencies, policy teams, and system integrators to translate evolving requirements into compliant, scalable operations that leverage modern contact center technologies and analytics.

Responsibilities:

State Client & Stakeholder Management:

• Serve as the primary point of contact for SBE clients, including state exchange leadership, policy teams, operations, IT, and compliance stakeholders.
• Lead WBRs, QBRs, readiness reviews, and ad hoc working sessions with state partners.
• Translate state policy decisions, regulations, and guidance into clear operational and technical action plans.
• Manage escalations related to eligibility determinations, enrollment issues, consumer complaints, and legislative or policy-driven changes.

Eligibility & Enrollment Operations Leadership:

• Provide subject matter leadership across SBE eligibility and enrollment workflows: application processing, income/household updates, Medicaid/CHIP referrals, APTC/CSR reconciliation, and SEP processing.
• Partner with operations, QA, and training teams to ensure accurate, compliant consumer guidance aligned to state policy.
• Monitor and reduce trends in eligibility errors, rework, appeals, and consumer inquiries tied to state rules and system behavior.

Project & Program Management:

• Lead cross-functional initiatives supporting SBE operations: Open Enrollment readiness, policy and legislative changes, system releases, and program expansions.
• Own project plans, timelines, dependencies, and risk mitigation strategies across eligibility and enrollment workstreams.
• Coordinate closely with state IT teams, system integrators, vendors, and internal partners to ensure smooth implementation.
• Telephony, Quality Management & Contact Center Technology:
• Oversee telephony and contact center platform usage, including IVR design, routing logic, ACD configurations, and reporting integrations.
• Partner with workforce management and QA teams to align staffing, forecasting, and quality assurance programs to service demand and compliance requirements.
• Drive improvements in call handling, abandonment, ASA, and first-contact resolution through telephony optimization and process changes.

AI & Automation Leadership:

• Identify and operationalize AI-enabled solutions (e.g., virtual assistants/chatbots, NLP-driven routing, predictive analytics, automated QA, RPA for eligibility tasks) to improve accuracy, speed, and consumer experience.
• Lead pilots and scale successful automation initiatives into production, translating AI outcomes into measurable business cases and client-facing benefits.
• Ensure AI deployments maintain compliance, data privacy, and explainability appropriate for state healthcare environments.

Data Analysis & Performance Management:

• Analyze operational and eligibility data across service levels, accuracy, timeliness, call drivers, ticket volumes, and enrollment outcomes.
• Develop clear, executive-ready dashboards and narratives tailored to state stakeholders.
• Use data to forecast enrollment impacts, staffing needs, and operational risks during peak periods and policy changes.

Compliance, Quality & Continuous Improvement:

• Ensure alignment with state statutes, regulations, CMS guidance, and contractual SLAs.
• Partner with QA, compliance, and policy teams to address eligibility errors, appeals, and audit findings.
• Drive continuous improvement initiatives focused on accuracy, efficiency, and consumer experience within state requirements.
• Support SOP development, training updates, and change management tied to state policy and system changes.

Basic Qualifications:

• Bachelor's degree in Health Administration, Public Policy, Public Health, Business, Information Systems, or related field (or equivalent experience).
• 5+ years supporting a State-Based Exchange, Medicaid agency, or state eligibility program, with demonstrable eligibility and enrollment expertise.
• Proven client management and stakeholder engagement experience in multi-agency/state environments.
• Strong project management background leading cross-functional initiatives.
• Hands-on experience with contact center telephony (IVR/ACD/routing), workforce management coordination, and QA frameworks.
• Demonstrated use of data and analytics to drive decisions-comfortable producing dashboards and executive reports.
• Practical experience implementing or managing AI/automation solutions in a contact center or eligibility operations context.
• Technical fluency with eligibility systems, CRM/contact center tools, reporting solutions, and integration points.
• Excellent written and verbal communication skills, including experience presenting to state leadership.

Preferred Qualifications:

• Direct experience working with a State-Based Exchange authority or state health agency.
• Familiarity with CMS guidance, state audits, and exchange reporting requirements.
• Experience with AI/ML vendors or platforms relevant to contact centers (chatbots, speech analytics, QA automation).
• Familiarity with common telephony and contact center platforms and reporting tools.
• PMP, Agile, or similar project management certification.
• Experience supporting multiple Open Enrollment periods within an SBE environment.

Key Competencies:

• Deep SBE eligibility and enrollment subject matter expertise
• Telephony and contact center technology understanding
• Quality management and QA program leadership
• Experience applying AI and automation to operational problems
• Data-driven decision making and executive communication
• Cross-agency collaboration and change management
• Calm leadership during Open Enrollment and policy changes

Compensation and Benefits:

• Competitive compensation: Please note that salary and compensation may vary based on factors such as skills, experience, performance and location.
• We offer a comprehensive benefits package, including but not limited to:

Health, Dental, Life, Disability, and Vision insurance

• Healthcare spending or reimbursement accounts (HSA/FSA)
• Retirement benefits (401k)
• Paid time off
• Holidays: 13 paid days per year
• Education assistance or tuition reimbursement-
• Employee discounts for Gym memberships & commuting/travel assistance

Our Vaues:

• We believe that working hard, when it is imbued with purpose, can and should be fun.
• You'll find we are a "can do" place where people work together and roll up their sleeves to get the job done.
• Everyone has a voice; everyone's ideas count, and everyone is respected.
• We have built a company, as well as a community of friends and colleagues, with respect for each other.

Information Security & Data Protection Responsibilities:

• This role may involve access to sensitive, confidential, or regulated information. As part of your role, you will be expected to handle such information responsibly and in accordance with the organization's privacy, security, and data protection policies and procedures. Training specific to this role and the handling of sensitive, confidential, or regulated information is required.
• By accepting this role, you acknowledge your responsibility to safeguard sensitive information, use company systems and data only for authorized business purposes, and adhere to established security practices including access control, data classification, and least-privilege principles. You are required to comply with all applicable company policies, legal, regulatory, and contractual requirements governing the protection and appropriate use of information.