Healthcare Customer Success Coordinator (Hybrid/Troy, MI) - Populance

GENERAL SUMMARY:

The Customer Success Coordinator will be a key leader in defining and delivering success for Populance's customers, ensuring their needs and goals drive Populance strategy. This role champions the voice of the customer, shaping implementation plans and guiding cross-departmental efforts to deliver a seamless, high-value experience and foster long-term partnerships. Responsibilities include developing and executing implementation strategies, partnering with internal teams to streamline processes, and creating solutions that enhance customer satisfaction, foster growth, and strengthen retention. The coordinator aligns customer insights with Populance's strategy and product roadmap to optimize outcomes and build lasting relationships.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Lead and coordinate cross-functional activities to ensure the successful delivery of customer services and commitments, holding accountable departments responsible for execution, optimization, and implementation.
• Serve as the primary point of contact for customer inquiries, onboarding, escalations, and relationship management, fostering trust and satisfaction.
• Manage new customer onboarding processes, guiding clients through setup, adoption, and training while ensuring a smooth transition into services.
• Collaborate with stakeholders, customers, users, and internal experts to design and implement strategies that drive customer acquisition, growth, retention, and engagement.
• Act as an internal advocate for customer priorities by providing strategic input and feedback to leadership, product, and development teams.
• Coordinate and track Customer Success deliverables, ensuring seamless communication and collaboration between internal teams to meet client needs.
• Prepare and deliver customer-facing content, reports, and presentations, incorporating feedback to strengthen engagement and demonstrate value.
• Develop, monitor, and report on key Customer Success metrics (KPIs) related to acquisition, retention, satisfaction, and overall account health.
• Identify risks and manage internal remediation plans as needed to resolve customer challenges quickly and effectively.
• Support revenue growth opportunities by identifying upsell/cross-sell potential and ensuring customers realize the full value of services.
• Maintain accurate documentation of client communications, agreements, and progress updates to support transparency and accountability.
• Perform other related duties as assigned in support of overall business goals.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor's Degree in Business Administration, Project Management, Information Technology, Health Care, or related field.
• Minimum of two (2) years of experience in account and/or project management.
• Minimum of two (2) years' experience in a managed care, health care, health plan clinical or financial administration environment.
• Demonstrated experience in project management.
• Ability to rapidly learn and iterate using agile methodologies to create a desirable user experience.
• Strong analytical, creative problem solving, facilitation, critical thinking and decision-making skills.
• Excellent program and project management skills including planning, prioritizing and problem solving.
• Excellent communication skills - written, verbal, presentation and interpersonal.
• Excellent ability to multi-task, influence and negotiate.
• Excellent ability to work in a fast-paced changing environment.
• Commitment to service excellence.
• Respect for diversity.
• Ability to work in collaboration with groups and work teams.
• Team spirited.

Additional Information

• Organization: Populance
• Department: Marketing and Branding
• Henry Ford Health Location: Healthy Populations
• Shift: Day Job
• Union Code: Not Applicable