Customer Success Manager (Value Based Care)

SpectraMedix is a leader in providing quality, population health analytics and financial modeling solutions for health plans and health systems. The Customer Success Manager will own and drive client relationships, ensuring measurable success with the Value-Based Payment Platform while collaborating cross-functionally to enhance client satisfaction and outcomes.

Responsibilities:

• Own client relationships for assigned accounts; serve as the primary point-of-contact for all client needs and processes
• Run customer processes end-to-end—from onboarding to adoption, renewals, upsells, escalations, and QBRs—without requiring day-to-day oversight from leadership
• Develop a deep understanding of client workflows, value-based payment contracts, and success criteria to align SpectraMedix platform capabilities with strategic objectives
• Drive product adoption and ensure clients are maximizing ROI across Provider Portal, VBP Analytics, Contract Modeler, and Contract Terms Manager
• Proactively hunt for upsell/expansion opportunities by identifying gaps, additional use cases, and unmet client needs
• Collaborate with internal teams (Product, Analytics, Engineering, PMO) and hold them accountable to deadlines and deliverables
• Manage escalated issues directly, driving to resolution with remediation plans that ensure client trust and success
• Prepare and deliver quarterly business reviews (QBRs), adoption reports, and ROI updates to client leadership
• Maintain accurate account health scores, success metrics, and client insights in CRM/CS tools
• Serve as an advocate for the client internally while balancing business goals and driving SpectraMedix growth
• Consistently represent SpectraMedix with professionalism and a hunger for client success

Requirements:

• Bachelor's degree or equivalent
• 6–8 years of healthcare account management, consulting, or customer success experience (payer/provider analytics or SaaS preferred)
• Proven experience managing health plan and health system clients in value-based care or healthcare analytics
• Strong business acumen and ability to translate client needs into adoption strategies and upsell opportunities
• Demonstrated ability to run client processes independently and drive measurable client outcomes
• Excellent communication and presentation skills; ability to engage confidently with C-level and VP-level stakeholders
• Strong influencing skills with the ability to push back, hold teams accountable, and drive alignment across functions
• Experience with CRM and SaaS platforms (HubSpot, Salesforce, Gainsight, Totango, or similar)
• Must be willing to travel up to 10–15% for client meetings
• A hungry, ambitious, and proactive mindset—with the drive to grow accounts, expand relationships, and elevate client success