About the role

Most of what makes American healthcare expensive isn’t medical care. It’s the machinery wrapped around it: middlemen taking a cut, fraud nobody stops, and billing systems designed to fight over payment instead of deliver care. The result is higher premiums, denied claims, surprise bills, and a system patients increasingly experience as adversarial. Arlo is rebuilding health insurance for small businesses from first principles: making sure as much of every premium dollar as possible goes to care instead of getting absorbed by the system around it. We do that by identifying fraud earlier, steering members toward higher-quality and lower-cost care, automating operational overhead, and eliminating vendors whose business exists mostly to take a cut. AI is the foundation that makes this work. We use it across underwriting, operations, clinical programs, and member experience to build an insurer that becomes more efficient as the technology improves. We’re already operating at meaningful scale: profitable, hundreds of millions in premiums, tens of thousands of members covered, and growing quickly through brokers, employers, and partners. Backed by Upfront Ventures, 8VC, and General Catalyst, with a team from Palantir, YC companies, and longtime healthcare operators. ABOUT THE ROLE As an Account Manager, you’ll be the first line of support for brokers and the employers they serve — answering questions, solving problems, and making sure they feel confident and well-supported at every stage of their journey with Arlo. You'll guide brokers through new plan implementations, help navigate the ins and outs of our quoting platform, and support ongoing plan management after launch. You’ll also have the opportunity to collaborate with our product team by sharing feedback and insights to help us improve the tools and systems our partners use every day. This is a great role for someone who has experience in the health insurance space and thrives on delivering high-quality service in a fast-moving environment. KEY RESPONSIBILITIES - Respond promptly and professionally to broker and employer inquiries via email and phone. - Guide brokers, and occasionally employers, through onboarding and health plan implementation, ensuring accurate setup and documentation. - Support ongoing plan management, including tooling and answering day-to-day questions. - Manage the renewal process from end to end. - Coordinate with internal teams to resolve issues and provide timely, clear updates to brokers and clients. - Partner with product and operations teams to share feedback and suggest improvements to tools, workflows, and documentation. KEY FOCUS AREAS - Customer Support: Delivering reliable, empathetic support to brokers and employers. - Implementation Guidance: Leading stakeholders through plan onboarding and setup. - Health Insurance Operations: Navigating forms, systems, and compliance requirements with ease. - Ongoing Support & Renewals: Managing post-implementation updates and guiding clients through the renewal process. QUALIFICATIONS - 2+ years of experience in a customer-facing role within the health insurance, employee benefits, or related industry. - Strong understanding of health plan structures, terminology, and processes. - Excellent written and verbal communication skills. - Highly organized with the ability to manage multiple priorities simultaneously. - Comfortable using CRMs, ticketing systems, and modern workplace tools (experience with HubSpot and/or Retool a plus). YOU’RE BEST SUITED TO THIS ROLE IF YOU: - Have a working knowledge of how health plans are sold, implemented, and maintained (particularly level-funded plans). - Take pride in delivering accurate, timely support to customers. Bonus points for customer success and/or implementation experience. - Are a proactive communicator who can simplify complex topics. - Thrive in a fast-paced environment and enjoy cross-functional col