Optimization Manager

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! 

Summary:

Bamboo Health’s Tier 1 and 2 customers depend on our solutions during some of healthcare’s most pivotal moments — when those accounts lose value, patients feel it as much as our business does. The Optimization Manager owns retention and expansion outcomes for a 150+ account portfolio, turning AI-surfaced health signals and usage gaps into signed optimization plans, closed saves, and logged expansion revenue. This is a judgment-first role: AI handles the monitoring and the first-pass analysis, you handle the conversations, the negotiations, and the calls that actually move revenue. Success is measured in dollars retained and opportunities converted — not sessions held or reports produced.

What You’ll Do:

• Decide whether ChurnZero and Salesforce’s auto-drafted success plan is right for the account — override it, escalate it, or carry it to a signed, customer-acknowledged close for the highest-risk tier of your book, prioritized by dollars at stake.
• Close save commitments and renewal decisions on at-risk accounts, and get your contribution logged as its own line in the retention numbers — separate from what would have renewed anyway.
• Decide how and when to pitch the up-sell and cross-sell opportunities ChurnZero already values and Salesforce already logs — your job is landing the pitch, not finding or pricing it.
• Run the live optimization session yourself — diagnose the workflow gap, decide the recommendation, and get the customer’s sign-off; ChurnZero surfaces the usage data, you own the conversation.
• Negotiate discount and product-swap offers within approved playbooks when a save calls for one, and flag the exceptions that fall outside them instead of guessing.
• Escalate cross-functional issues before they become a reason to churn — package the urgency and business impact clearly enough that Product, Engineering, or Support prioritize it correctly the first time, without you having to chase it.
• Catch it before the customer does: validate ChurnZero health scores and pre-populated success plans before they go out, and pressure-test the SBR and ROI-reporting automation as it comes online — correcting what’s wrong before a customer sees it.

What Success Looks Like…

In 3 months…

• All 150+ Tier 1/2 accounts scored and stack-ranked on the refined ChurnZero health model (refined with CS Ops by day 30).
• The top 30 at-risk accounts each have a signed, customer-acknowledged optimization plan — pre-populated by the ChurnZero-to-Salesforce automation, refined and closed by you — logged in Salesforce as delivered, not scheduled.
• At least $100K of retained ARR from that pool is confirmed and logged as attributable to you — a direct, separately tracked contribution to the company's 2026 churn budget goal of staying under $1.6M (ceiling: $2.7M).
• At least 15 logged expansion opportunities have a tracked pitch outcome — won, lost, or active in Sales’ pipeline — within 30 days of being surfaced, none left sitting without a next step.

In 6 months…

• Signed optimization plan coverage extends to the next risk tier of the portfolio, with a faster average days-to-signed-plan than in month 3.
• Cumulative attributable contribution to the 2026 churn budget is tracked as its own line every month, has grown past the 90-day figure, and is measured against the company's $1.6M goal.
• You’ve caught and corrected at least one wrong ChurnZero-generated recommendation or automated SBR/ROI draft before it reached a customer — proof the judgment layer is doing real work.
• Every expansion opportunity logged in the first 90 days has a tracked outcome — won, lost, or active in Sales’ pipeline — not just handed off and forgotten.

In 12 months…

• The full Tier 1/2 portfolio carries a live, signed optimization plan on a defined refresh cadence, not a one-time push.
• Your attributable contribution to the 2026 churn budget is a number your manager can name without checking with the team, tracked against the company's $1.6M goal ($2.7M ceiling) for as much of 2026 as you're active. 2027 targets aren't set yet — this milestone carries forward without a number attached until leadership sets one, flagged here rather than guessed at.
• Time spent on reporting, monitoring, and opportunity-spotting has measurably shrunk since month 1, and the freed capacity shows up as a larger book or deeper coverage on the same one — a decision made explicitly, not by default.

What You Need:

• Bachelor’s degree or equivalent experience.
• 5+ years in customer success, account management, or a consultative customer-facing revenue role, with a track record of owning retention or expansion outcomes for a defined book of business.
• Comfort making commercial calls — discount and product-swap decisions — within an approved playbook, and knowing when to escalate the exception instead of guessing.
• Skill in the room: you can run a live diagnostic conversation with a customer and land on the right recommendation without waiting on a report to tell you what’s wrong.
• A track record of catching a wrong analysis before it ships — you’re expected to treat ChurnZero health scores, pre-populated success plans, and (as it rolls out) automated SBR/ROI drafts as a starting point, not a finished answer.
• Cross-functional range: you can carry an escalation into Product, Engineering, or Support and come back with a decision, not a ticket number.
• You pick up new systems fast enough that unfamiliar tooling is never why you missed a deadline — today that means Salesforce and ChurnZero, but the qualification is the adaptability, not those two names.
• Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows.
• A forward-thinking, curious mindset with an openness to experimenting with new technologies.
• Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions.
• Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments.
• Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions. 
• The ability to travel periodically for work.

What You Get:

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation including health, dental, vision and other benefits.

 Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our Real-Time Care Intelligence™ solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral or social barriers.  

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique perspectives and contributions of all employees are welcome, valued and celebrated.  

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams and cultivating a sense of belonging.

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