Optimization Manager

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.

• 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.

• 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.

Belonging at Bamboo

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