Customer Success Manager - $72.12 - $86.54 per hour

7Seventy Recruiting is seeking an experienced Customer Success Key Account Manager to own a strategic key account and drive customer outcomes, platform adoption, and long-term retention. The role focuses on building executive-level relationships and partnering cross-functionally to enhance customer experience and satisfaction while identifying opportunities for expansion.

Responsibilities:

• Develop and execute an account strategy, including relationship mapping, value outcomes, product adoption, customer experience, satisfaction, and expansion
• Ensure successful adoption of the platform and timely fulfillment of related services across the full lifecycle (onboarding through project close/billing)
• Serve as the primary point of contact and coordinate cross-functionally to resolve issues, relay feedback, and identify expansion opportunities
• Monitor support tickets and guide resolution through customer support and engineering teams; avoid managing or communicating technical issues without appropriate technical support
• Improve engagement approaches based on customer segmentation while reinforcing continuous improvement practices
• Provide strategic direction for revenue expansion, partnering with sales leadership to align cross-sell and upsell strategies
• Lead day-to-day management of multiple projects, including creating work plans, identifying and resolving critical issues, coordinating client meetings, and tracking progress through analytics and administrative tasks
• Monitor customer 'vital signs' using data to identify growth opportunities and account risks
• Deliver business reviews using outcome data and recommend enhancements in areas needing improvement
• Communicate product roadmap changes and support customers through adoption of new features and functionality
• Define and maintain a success plan, ensure mutual expectations are understood, and communicate issues clearly and promptly
• Align internal teams and resources to deliver execution consistent with the customer’s business goals
• Increase lifetime value through higher adoption, customer satisfaction, and strong overall health scores
• Identify early churn signals and drive cross-functional processes to reduce churn and increase advocacy
• Ensure escalation processes move with speed and urgency, orchestrating the right resources as needed
• Build and maintain executive-level relationships within customer organizations
• Deliver quarterly partnership reviews
• Participate in departmental and organizational meetings as required
• Follow the applicable code of conduct and related policies
• Complete additional duties and responsibilities as assigned

Requirements:

• equivalent relevant work experience required
• 8-10+ years of experience in a customer-facing account or vendor management role, including managing Risk Adjustment projects (Medicare, Medicaid, and Commercial) or other relevant healthcare experience
• Strong project management skills with a demonstrated ability to manage and track multiple customer requests, issues, and project plans
• Excellent organization, presentation, and communication skills (written and verbal)
• Proven ability to perform in agile, SaaS-based environments with professionalism and strong interpersonal judgment in high-stress situations
• Proficiency with Microsoft Office, including advanced Excel skills
• Ability to travel as needed
• Bachelor's degree preferred
• CAPM/PMP preferred