Customer Success Manager

Role Overview

• Build and maintain strong customer relationships, serving as the primary point of contact across the full lifecycle from onboarding through renewals.
• Lead day-to-day project management, including planning, progress tracking, customer meetings, and issue resolution.
• Proactively identify and mitigate customer risks, driving solutions in collaboration with internal teams.
• Receive, document, and triage customer-reported issues; assess priority based on business impact and urgency and ensure alignment with internal capacity.
• Coordinate cross-functionally with Product, Engineering, Data, and Analytics to ensure customer issues are routed, tracked, and resolved in line with roadmap and sprint priorities.
• Communicate transparently with customers on issue status, timelines, and workarounds, managing expectations effectively.
• Track and document customer requests and recurring issues, contributing to knowledge base development and continuous process improvement.
• Analyze customer data to identify adoption trends, risks, and growth opportunities, providing actionable insights to both customers and internal stakeholders.
• Conduct regular check-ins, business reviews, and renewal discussions to drive customer satisfaction, retention, and expansion.
• Serve as a trusted advisor, guiding customers on best practices and ensuring measurable value realization from the platform.
• Escalate critical issues and advocate for customer needs internally, influencing product roadmap and service delivery.
• Own and grow enterprise-level customer relationships, aligning Reveleer’s solutions with customer business goals.

Requirements

• Bachelor’s degree in a related field or equivalent experience; Advanced Degrees are preferred
• At least 5 years of experience in consulting, project management, or customer management for a technology solution
• Knowledge and demonstrated understanding of Risk Adjustment models and data validation requirements
• Demonstrated leadership capabilities and high performance in previous positions
• Demonstrated ability to prioritize tasks and work effectively across departments to resolve challenges
• Proficiency with project management and CRM tools (e.g., Jira, HubSpot, Gong) or similar platforms
• Healthcare experience required, preferably with a provider, payer, or intermediary organization
• Ability to work autonomously but seek assistance proactively
• Strong oral and written communication skills, comfortable presenting to internal and external stakeholders
• Strong problem-solving skills with the demonstrated ability to identify research and make recommendations and/or decisions

Benefits

• Competitive salary
• Medical, Dental and Vision benefits
• 401k match
• Generous PTO plan