Remote job
Expert Client Success Manager
Job details
About this role
Role overview
Act as the primary operational and strategic partner for complex healthcare clients using technology and data-driven solutions. This senior client success role combines relationship management, adoption planning, operational reviews, issue escalation, financial coordination, regulatory readiness, and account growth to improve client outcomes and retention.
Responsibilities
- Serve as the main operational contact, representing client priorities internally while maintaining a high-quality client experience. - Coordinate complex collaborations across service, technical, hosting, support, implementation, and project teams. - Review client business and financial objectives, define action plans, track key performance indicators, and maintain health reporting. - Build and present executive dashboards and facilitate recurring operational reviews and quarterly business reviews. - Lead strategic roadmap planning, align product releases with client priorities, and coordinate major service initiatives. - Manage escalated issues, business-impacting communications, accounts-receivable discussions, contractual matters, reference programs, and improvement actions.
Requirements
- Bachelor’s degree or equivalent technical or business experience. - At least seven years of relevant experience, including two to three years at a senior level or equivalent responsibility. - Strong ability to manage complex client relationships, facilitate difficult discussions, prioritize escalations, and coordinate cross-functional teams. - Experience creating executive reporting, tracking operational health, and converting client feedback into measurable improvement plans. - Ability to provide consultative guidance on growth plans, solution adoption, workflow optimization, education, and best practices. - Willingness and legal authorization to work in the United States or Canada; visa sponsorship is not offered.
Nice to have
Experience with risk adjustment, government healthcare programs, and healthcare-industry processes is preferred.
Benefits and work setup
The source describes professional development opportunities and a benefits package that may include holidays, vacation, medical, dental, vision, employer-paid life insurance, and retirement savings.