Associate Manager, VBC Customer Success

Job Summary

The Associate Manager, VBC Customer Success is a hands-on working manager responsible for ensuring the day-to-day execution of VBC customer work is completed accurately, on time, and with strong follow-through. Reporting to the Director of VBC Customer Success, this role operates as a player-coach-directly managing a portfolio of VBC customers while guiding and unblocking Performance Advocates in their daily work.

At Catalyst, we don't just talk about our values-we live them. Every action, conversation, and decision will reflect our commitment to purpose, service, and community. That's why we've been named a Top Place to Work by The Dallas Morning News six years running and recognized by SMU Cox as one of the fastest-growing private companies.

Role and Responsibilities:

• Manage a portfolio of VBC customers, serving as the primary point of contact and relationship owner.
• Lead regular VBC customer check-ins, working sessions, and performance discussions to drive alignment and results.
• Monitor and analyze VBC performance metrics (e.g., quality, utilization), identifying gaps and driving corrective actions.
• Define, document, and track customer action items, ensuring timely follow-through and completion.
• Proactively address customer issues and manage escalations, coordinating resolution as needed.
• Monitor dashboards, reports, and customer activity on a daily and weekly basis to ensure visibility into performance and engagement.
• Ensure all required tasks, deliverables, and follow-ups are completed accurately and on time.
• Maintain accurate and up-to-date CRM records, including notes, tasks, and supporting documentation.
• Identify potential risks early and take proactive corrective action to prevent escalation.
• Serve as the first point of contact for Performance Advocate questions, issues, and guidance.
• Support work prioritization during periods of high volume or ambiguity, helping the team stay focused and effective.
• Review customer deliverables to ensure accuracy, completeness, and quality standards are met.
• Coach and mentor teammates on execution, workflows, and effective customer interactions.
• Support onboarding of new team members, with a practical focus on how work is executed day to day.
• Collaborate cross‑functionally with Data Analytics, Clinical Services, Product, and Operations teams to drive work forward efficiently.
• Translate customer needs and requirements into clear, actionable internal work items.
• Ensure effective handoffs between teams, preventing delays, gaps, or dropped deliverables.
  
  

Minimum Qualifications and Requirements:

• Bachelor's degree or equivalent practical experience in healthcare, business, operations, or a related field
• 3–5 years of experience in a customer-facing role within Value-Based Care (VBC), healthcare operations, customer success, account management, or a similar execution-focused function
• Direct experience managing a portfolio of customers, including ongoing communication, performance tracking, and issue resolution
• Hands-on experience monitoring performance metrics (e.g., quality, utilization, operational KPIs) and acting on gaps or risks
• Experience working cross-functionally with teams such as Analytics, Clinical, Product, or Operations to move work forward