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.