Job Description

We are seeking a proactive and commercially minded Customer Success Manager (CSM) to manage and grow relationships with healthcare clients.

This role is responsible for ensuring clients successfully implement, adopt, and derive measurable value from our platform and/or services. The CSM will act as the primary strategic point of contact, driving retention, satisfaction, and expansion.

The ideal candidate combines strong relationship management skills with foundational technical understanding (APIs, SFTP, data integrations) and experience working in structured, compliance-driven environments such as healthcare.

Training will be provided on Salesforce and Slack.

Key Responsibilities

Client Relationship Ownership

• Serve as the primary point of contact for assigned healthcare accounts

• Conduct regular strategic check-ins and performance reviews

• Build strong relationships with clinical, operations, and billing stakeholders

• Maintain clear documentation of client interactions and action plans

Onboarding and Implementation

• Oversee onboarding process for new healthcare clients

• Coordinate with technical and implementation teams

• Ensure smooth system integrations, including API and SFTP data transfers

• Manage onboarding timelines and ensure go-live readiness

Technical Liaison

• Understand and explain basic technical workflows (APIs, SFTP file exchanges)

• Collaborate with internal technical teams to resolve integration issues

• Translate technical concepts into clear, business-focused communication for clients

Performance and Value Delivery

• Monitor KPIs and service performance metrics

• Identify risk indicators and proactively implement retention strategies

• Ensure clients achieve expected operational and financial outcomes

Renewals and Growth

• Support renewal processes and maintain high retention rates

• Identify opportunities for additional services, users, or feature adoption

• Contribute to net revenue retention and account expansion

Cross-Functional Collaboration

• Work closely with Operations, Product, Technical, and Compliance teams

• Maintain accurate and up-to-date records in Salesforce

• Communicate effectively via Slack and other internal collaboration tools

Required Skills and Experience

• 3–5+ years of experience in Customer Success, Account Management, or Healthcare Operations
• Experience working with healthcare providers, billing companies, or healthtech platform
• Strong communication and stakeholder management skills

• Ability to manage multiple accounts simultaneously

• Commercial awareness, including retention and renewal cycles

• Comfortable working in compliance-sensitive environments

Technical Requirements

• Familiarity with CRM systems (Salesforce training provided)

• Experience using collaboration tools (Slack training provided)

• Proficiency in Google Workspace or Microsoft Office

• Ability to understand system workflows and data exchanges

Success Metrics

• Client retention rate

• Net revenue retention

• Client satisfaction (CSAT/NPS)

• Onboarding timeline adherence

• Escalation resolution efficiency

Preferred (Not Essential)

• Experience in healthcare billing or Revenue Cycle Management (RCM)

• Exposure to HIPAA-compliant environments

• SaaS or platform-based service experience