• Hire, lead, mentor, and manage a team of elite Technical Account Managers • Establish a culture of proactive customer support, guaranteeing proper implementation, timely achievement of benefits, widespread product usage, and decreased customer issues and concerns. • Build internal relationships, improve processes, and remove blockers to ensure efficient operations of the TAM team • Pitch TAM services to account teams and prospects • Provide guidance and support to TAMs regarding technical and procedural challenges and procedures. • Manage the delivery of TAM commitments to customers and ensure high customer satisfaction • Drive customer renewals and expansion goals • Hire, develop, mentor, and train TAMs for success and customer satisfaction

Role Description We’re currently looking for top talent to fill the role below: - Role: Customer Success Manager/Onboarding Manager - Monthly Rate: $1250 - 2150/month - Availability: Full-time - 40 hours/week - Time Zone: Eastern Time To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form. What to Prepare: - English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check. - Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️ - 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification. Qualifications - Strong organizational skills and attention to detail. - Technically curious and comfortable learning new software quickly. - Able to navigate basic CRM/admin workflows, integrations, API or OAuth-style setup steps, and customer configuration processes. - Able to translate technical concepts for non-technical customers. - Calm and confident in customer-facing situations, including when troubleshooting in real time. - Comfortable with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace. - Experience with trades, home services, field service software, ServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar tools is a strong plus. - Comfortable operating in a fast-moving startup environment where processes are still being built and refined. Requirements - 2-4 years of experience in SaaS onboarding/implementation/customer success/account management, support, or technical customer-facing roles. - Comfortable running live customer calls and screen shares. - Strong written and verbal communication. Benefits - ✅ Competitive Salary – We recognize your skills and experience with a great compensation package. - ✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus? - ✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all! - ✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year. - ✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents. - ✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits. - ✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind. - ✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources. - ✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better! - ✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too! - ✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people. Some benefits may vary. Full details will be provided during the onboarding process.

Role Description Whole Health Provider Solutions is seeking a candidate to serve as a Customer Success Manager (CSM). The CSM has primary responsibility for the strategic retention and growth of Optum’s provider group partnerships. They will be responsible for building and maintaining relationships with client leadership and to understand the unique health services provided with each partnership. The CSM will act as a primary point of contact for clients, respond to escalations, resolve issues through cross-functional departments, and present partnership performance and patient outcomes to external and internal leaders. The CSM will seek to understand client needs and nuances in order to drive growth and deliver best in class service to our partners. Internally, the CSM will act as the voice of the customer and advocate for products and improvements that will help us exceed client expectations and respond to market changes. The Customer Success Manager will work under the guidance of the Director of Customer Success. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Customer loyalty and satisfaction, as measured by service and growth through meeting/exceeding annual review and NPS client targets - Builds and sustains positive relationships with client leaders through direct and indirect communication - Identifies opportunities for new business or expansion with customers - Assists in overseeing changes to processes and procedures and acts as liaison on behalf of customer to ensure a seamless execution - Prepares, facilitates, and follows-up on monthly, quarterly, and annual operational and business review meetings - Identifies partnership trends and proactively recommends opportunities to mitigate issues or improve performance - Provide overview and workflow re-trainings to client as needed - Recognize trends and patterns in data and report results to clients using easy-to-understand language and visuals - With support from the Director of Customer Success, lead the storytelling and communication of our partnerships. Regularly “tell the story” of our clinical outcomes and success via key messaging to critical stakeholder audiences. - Work effectively with other business and support units across United Health Group (UHG), because our work must be deeply integrated with other businesses, initiatives, and resources across UHG. Qualifications - 3+ years of experience maintaining relationships with external client groups, preferably in healthcare - 3+ years account management experience - 2+ years of behavioral health, physical health, or primary care industry experience (in care delivery, operations, client management, or product) - Experience identifying and analyzing trends and patterns in client data, translating and reporting results to clients using easy-to-understand language and visuals - Intermediate knowledge and experience with the Microsoft Office suite of products, including Outlook, Word, Excel, and PowerPoint. - Experience communicating with and influencing the thinking of senior leaders - Experience delivering results with large-scale, cross-functional teams in highly matrixed organizations - Experience managing and prioritizing multiple projects to ensure their quality and on-time delivery - Willing or ability to travel up to 10% Preferred Qualifications - Licensed behavioral health clinician - Salesforce experience - Project management or program management experience - Experience identifying and executing process improvement opportunities Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

• Manage end-to-end Salesforce implementation projects • Conduct discovery workshops and analyze business requirements • Provide ongoing post-implementation support • Develop KPIs and dashboards using Salesforce Einstein Analytics • Facilitate communication between business and IT teams • Lead due diligence efforts and transformation roadmaps