# Optimization Manager

**Company:** [Bamboo Health](https://hotfix.jobs/companies/bamboo-health)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** churnzero, Salesforce, artificial intelligence, ChatGPT, microsoft copilot, Customer Success, Account Management, retention strategy, expansion strategy, Consultative Selling, Renewals, cross-functional escalation, roi reporting, health scoring, Data Analysis
**Posted:** 2026-08-13

> Own retention and expansion outcomes across a large customer portfolio by converting AI-generated health signals into signed optimization plans, renewal saves, and expansion revenue. The role requires 5+ years in customer success, account management, or consultative revenue work, plus strong commercial judgment and customer-facing diagnostic skills.

## Job Description

## Responsibilities
- Own retention and expansion outcomes for a portfolio of 150+ Tier 1 and Tier 2 accounts.
- Review, override, escalate, and close AI-generated success plans for high-risk accounts through signed, customer-acknowledged optimization plans.
- Close save commitments and renewal decisions for at-risk accounts, with attributable retention results logged separately.
- Pitch and close upsell and cross-sell opportunities surfaced by ChurnZero and Salesforce.
- Lead live optimization sessions, diagnose workflow gaps, recommend solutions, and secure customer sign-off.
- Negotiate discounts and product swaps within approved playbooks and escalate exceptions.
- Escalate cross-functional issues to Product, Engineering, or Support with clear urgency and business impact.
- Validate ChurnZero health scores, success plans, and automated SBR/ROI drafts before they reach customers.
- Periodically travel for work and maintain high-quality virtual interactions in a remote-first environment.

## Success Metrics
- Score and prioritize the full 150+ account portfolio using the refined ChurnZero health model.
- Secure signed optimization plans for the highest-risk accounts and track attributable retained ARR.
- Track outcomes for expansion opportunities, including wins, losses, and active sales-pipeline opportunities.
- Improve speed to signed plans and maintain live optimization plans on a defined refresh cadence.
- Identify and correct inaccurate automated recommendations or reporting drafts before customer delivery.

## Requirements
- Bachelor’s degree or equivalent experience.
- **5+ years** in customer success, account management, or a consultative customer-facing revenue role.
- Experience owning retention or expansion outcomes for a defined book of business.
- Ability to make commercial decisions within an approved playbook and recognize when to escalate exceptions.
- Ability to lead diagnostic customer conversations and deliver appropriate recommendations.
- Experience identifying and correcting inaccurate analyses before delivery.
- Ability to manage escalations with Product, Engineering, or Support through resolution.
- Ability to learn unfamiliar systems quickly, including Salesforce and ChurnZero.
- Comfort using or learning AI-supported tools such as ChatGPT, Copilot, or role-specific tools.
- Strong analytical, problem-solving, judgment, and creative solution-design skills.
- Ability to thrive in fast-paced, high-growth, evolving environments.
- Ability to work effectively in a remote-first environment.

## Benefits
- Competitive compensation.
- Health, dental, vision, and other benefits.
- Autonomy and support from an experienced team.
- Opportunities to work on strategic company priorities and learn from investors and advisors.

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