Customer Success Manager

About this role

About Innovative Care Management

In an increasingly complex healthcare environment, ICM remains focused on something essential: putting people at the center of every decision. We are dedicated to ensuring that members and health plans feel genuinely seen, heard, and supported throughout their care journey.

We serve clients nationwide with a values-driven approach that blends compassion, clinical expertise, and operational excellence. Our core values: Kindness, Personal Responsibility, a Can-Do Attitude, and Humble Confidence, shape how we work, how we lead, and how we care for those we serve.

As we grow, we welcome individuals who share our belief that healthcare should be effective, compassionate, and truly centered on people.

About the role

We’re looking for a relationship-driven Customer Success Manager (CSM) to join our Client Services team. In this role, you’ll serve as the primary point of contact for a portfolio of clients, owning the relationship from onboarding through renewal and beyond.

You’ll partner closely with clients, brokers, TPAs, and internal teams to ensure a seamless experience, resolve issues, and deliver meaningful value. This role is ideal for someone who enjoys balancing day-to-day client support with strategic account management—and who takes pride in building trusted, long-term partnerships that drive satisfaction, retention, and growth.

This is a fully remote role. Candidate must reside in Oregon or Washington.This is a primarily remote position; however, this position may require quarterly travel for client sites, conference or in person meetings. Reliable transportation, schedule flexibility, and the ability to work independently while traveling is essential.

What You'll Do

• Own and manage relationships for a portfolio of client accounts, serving as the primary point of contact
• Lead regular client meetings, business reviews, and renewal coordination efforts
• Proactively communicate with clients to provide up...