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.
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