Sr. Customer Success Manager, Broker Channel

• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs.

• Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end.

• Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs.

• Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams.

• Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices.

• Lead initiatives to improve team processes and customer strategies.

• Partner with Sales to expand and retain brokerage relationships

• Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience.

• Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

• 5+ years experience, preferably in a fast-growing environment in the health or benefits space.  

• Understanding health plan operations and finances is a huge plus!

• Licensed broker

• Values-oriented. You care deeply about improving our healthcare system.

• You ask questions with genuine curiosity and humility. You assume the best intentions without shying away from solutions-oriented debate. You meet your teammates with compassionate candor to problem-solve. 

• You remain flexible and resilient and foster a culture of continuous learning. 

• You bring a bias for action paired with intelligent risk-taking. 

• You embrace responsibility, follow through on your commitments, and foster trust with your colleagues.

• Remote company with a fully distributed team – no return-to-office mandates

• Flexible vacation policy (and a culture of using it)

• Medical, dental, and vision insurance with 100% company-paid employee coverage

• 401(k) with company match, FSA, and HSA plans

• Paid parental leave

• Short and long-term disability, as well as life insurance

• Competitive stock options are offered to all employees

• Transparent compensation & formal career development programs

• Paid one-month sabbatical after 5 years

• Stipends for setting up your home office and an ongoing learning budget

• Direct positive impact on members’ lives – wait until you see the positive feedback members share every day

Founded in 2017, Sana is a health plan solution built for small and midsize businesses — designed around our integrated primary care service, Sana Care. It’s the foundation of everything we build: ensuring members can easily access high-quality, affordable care while employers and brokers have the tools they need to manage company benefits with confidence.

We’ve been remote-first since day one, with a fully distributed team across the U.S. We value curiosity, ownership, and speed — and we build in the open, together. If you’re energized by solving complex, meaningful problems and want to help reshape how healthcare works from the inside out, we’d love to meet you.