About the role
Optimization Manager Optimization Manager Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! 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
