Opportunity Overview: We are seeking a Client Success Specialist to join our Client Management Team. In this role, you will support the client's success by being a key liaison between Customer Success and other internal teams. You will support the Client Success Manager through process development, improvements, reviewing data and organizational support. You will partner closely with the Client Success Manager and cross functional stakeholders to help ensure alignment and drive success. This is an opportunity to cultivate relationships across the client organization to develop insights, shaping how they perceive the value we deliver, and ensuring that they are receiving the best support possible. What you’ll do: - Assist the Client Success Manager with day-to-day activities including email correspondence, follow-ups, ticket tracking, meeting notes, and general administrative support. - Manage the client-facing inbox: triage incoming emails, respond to inquiries, escalate issues when necessary, and ensure timely resolution of all client needs. - Monitor and manage client-submitted support tickets through to resolution, coordinating with relevant internal teams as needed. - Analyze client data and key metrics to generate insights that support both internal decision-making and client-facing initiatives. - Lead and support Client Success Managers on cross-functional projects, including external communication strategy, implementation support, training material development, and acting as a liaison with internal teams - Proactively identify opportunities to improve the client experience by gathering feedback, monitoring trends, and recommending enhancements to processes or services. What you’ll need: - 1-3+ years in a role supporting account management, client success, or a similar role. - Healthcare domain experience is required. - Direct experience working with health plans is required. - Familiarity with Salesforce, Confluence, JIRA and Google Suite a plus - Proven expertise in administrative support, cross-functional collaboration, and project management support. - Strong skills in communication, troubleshooting, organization, and the ability to adapt and remain flexible in a fast-paced environment. - Must be passionate about contributing to a culture that values consistent delivery of a proactive, supportive, and partner-oriented experience - Demonstrated success in expanding skill sets through hands-on experience in unfamiliar areas, showing adaptability and initiative - Project management skills, including planning, execution, and cross-functional coordination - Bachelors degree in related field Pay & Perks: 💻 Fully remote opportunity with about 25% travel 🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program 📈 401K retirement plan with company match; flexible spending and health savings account 🏝️ Up to 184 hours (23 days) of PTO per year + company holidays 👶 Up to 14 weeks of paid parental leave 🐶 Pet insurance  The salary range for this position is $65,000 to $80,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. Interview Process*: - Connect with Talent Acquisition for a Preliminary Phone Screening - Meet your Hiring Manager! - Team Interview - Cross Functional Interview *Subject to change About Cohere Health: Cohere Health’s clinical intelligence platform delivers AI-powered solutions that streamline access to quality care by improving payer-provider collaboration, cost containment, and healthcare economics. Cohere Health works with over 660,000 providers and handles over 12 million prior authorization requests annually. Its responsible AI auto-approves up to 90% of requests for millions of health plan members. With the acquisition of ZignaAI, we’ve further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate™, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we’re creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately. Cohere Health’s innovations continue to receive industry wide recognition. We’ve been named to the 2025 Inc. 5000 list and in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024. Backed by leading investors such as Deerfield Management, Define Ventures, Flare Capital Partners, Longitude Capital, and Polaris Partners, Cohere Health drives more transparent, streamlined healthcare processes, helping patients receive faster, more appropriate care and higher-quality outcomes. The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone. We can’t wait to learn more about you and meet you at Cohere Health! Equal Opportunity Statement: Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal. #LI-Remote #BI-Remote

• Develop trusted, strategic relationships with a portfolio of clients that promote long-term retention and loyalty. • Manage the client lifecycle from post onboarding through adoption, expansion, advocacy, and renewal. • Leverage your L&D background to help clients design, implement, and optimize learning programs using Absorb LMS. • Consult on and measure program effectiveness, tying learning outcomes and usage back to business goals and product ROI. • Deliver training, best practices, and enablement sessions that help clients get the most from Absorb LMS. • Proactively monitor client health, identifying risks, driving escalations, and developing action plans. • Identify and route upsell and expansion opportunities to the Account Management team. • Collaborate cross functionally with Product, Support, Professional Services, and other internal teams. • Maintain accurate client documentation within internal systems/tools.

Role Description The Customer Success Manager will be responsible for managing and developing strong relationships with our existing contractual customers, while generating controls aftermarket services growth in the existing contractual customer base. The Customer Success Manager will be the primary point of contact ensuring that our products and services are providing value in those customers achieving their business goals, while driving growth in the contractual base with our existing and next generation of Controls Lifecare Service (CLS) service agreements. Qualifications - Bachelor's degree from an accredited university or college and 6 years controls experience (or a high school diploma / GED with at least 10 years of controls). - Minimum of 4 years' experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management. - 50% travel required and must live within Americas. Requirements - Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy. - Own and manage contract setup, delivery, and financials (Revenue & CM). - Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development. - Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS. - Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback. - Act as the first point of contact for all contract and customer-related issues. - Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities. - Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services. - Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering. - Collect all customer site data, go for site health checks and revert back to customers with recommendations for better site operations. Benefits - Medical, dental, vision, and prescription drug coverage. - Access to Health Coach from GE Vernova, a 24/7 nurse-based resource. - Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling, and referral services. - Retirement benefits including the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions. - Access to Fidelity resources and financial planning consultants. - Tuition assistance. - Adoption assistance. - Paid parental leave. - Disability benefits. - Life insurance. - 12 paid holidays. - Permissive time off.

Role Description Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We're looking for a skilled and customer-focused Customer Success Associate to join our team in the Boston, NYC, or Chicago area. In this role, your primary objective will be to provide exceptional post-sales support to clients, working closely with the Field Sales teams across the US. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. - Participating in pre-sales demo calls to assist Field Sales in product-related overview - Assist Field Sales team with product-related management, including project launch - Assist Field Sales team with initiating and maintaining initial deal and contract flow - Manage the relationship of Field Sales clients along with a portfolio of Premier clients - Conducting kick-off (onboarding) trainings for new and existing clients - Renewing and upgrading subscriptions of clients according to customer's current need, assisting existing customers with new contracts - Providing clients with supporting documentation, materials and proposals to assist clients with contract renewal - Supporting clients through email/phone/Zoom when client has a question or a concern - Assisting clients with product and billing-related issues - Conducting exit interviews with churned clients, interviewing NPS detractors - Securing satisfied client reviews and testimonials - Assisting the CSM team with miscellaneous client-related activities Qualifications - Minimum of 2 years of work experience as a Customer Success or Account Manager, or a Customer Support role - Customer-driven personality with empathetic and emotional intelligence skills - Excellent communication, interpersonal, and presentation skills - Strong relationship-building skills and the ability to adapt to a client’s communication style - Analytical skills and attention to detail - Passion for international cooperation and professional development - Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic - Entrepreneurial in nature with a proactive approach - Native-level proficiency in English Nice to have - SaaS, financial, fintech, or information security industry background Our assessment process - Screening call with the Talent Acquisition Specialist (~45 mins) - Competency-based interview with the Talent Acquisition Specialist (60 mins) - Roleplay with the Hiring Manager (45 mins) - Hiring Manager interview (60 mins) Benefits - Remote-first flexibility to shape your ideal workday - Home workplace budget - Co-working expense coverage - Individual IT budget for extra equipment - Top-tier tech and AI-powered tools - Access to Ideals Academy with numerous courses - Investment in external learning and development activities - Guidance in Personal Development Plan creation - Professional literature and subscriptions coverage - Support of your passion as a speaker or writer - Internal talent mobility opportunities - 100% employer-paid health insurance for US employees with a 401(k) match program - Mental health activities reimbursement - Funding for sports competitions - 20 business days of annual leave - Paid health-related time off - Budget for meetups with your local team - Generous internal referral program Our culture Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities. Discover more Ideals is an equal opportunity employer. At Ideals, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you need assistance or an accommodation due to a disability, you may inform us in the 'Additional information' field when submitting your application.