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.