Serve as the main point of contact and trusted advisor for a portfolio of clients
Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
Develop a deep understanding of each client’s business objectives and align our solutions to their goals
Proactively manage and resolve client escalations with urgency and professionalism
Coordinate with internal teams (support, product, services) to drive timely resolution and communication
Identify root causes of issues and advocate for systemic improvements.
Own customer retention and satisfaction for assigned accounts, including renewal planning
Partner with sales to identify and execute cross-sell and upsell opportunities
Contribute to revenue growth by positioning new offerings that meet evolving client needs
Maintain accurate and up-to-date records in CRM and success tools
Track customer KPIs, satisfaction/relationship health scores, and risk indicators
Prepare reports to present to clients and the leadership team
Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
Establish priorities and collaborate cross-departmentally

Bachelor’s degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required.
Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required.
Professional Services experience / Implementations / Project Management is a plus.
Strong relationship-building skills
Excellent organizational and time management skills
Strong verbal and written communication skills (including presentation skills)
Ability to summarize, and ability to explain technical content to a non-technical executive audience.
Collaboration and consultation skills
Positive, flexible, team player attitude

Senior Customer Success Manager

Key skills