Customer Success Manager

📋 Description

• Foster retention and growth within your portfolio by establishing trusted relationships with both executive and clinical stakeholders. Proactively identify risks, devise effective mitigation strategies, and uncover growth opportunities that align with customer objectives. Utilize AI-driven tools and analytics to monitor account health trends and respond with precision.

• Facilitate strategic conversations and Executive Business Reviews that effectively link CipherHealth's care coordination platform to quantifiable outcomes — including patient experience, readmissions, quality metrics, and financial return on investment. Confidently present to senior system-level leaders, converting complex data and insights into clear, persuasive recommendations. You excel at navigating the complexities of large, matrixed health systems to achieve results.

• Manage customer onsite visits from agenda creation to execution, ensuring clear outcomes, thorough preparation, and impactful delivery. Conduct executive presentations and frontline discussions that strengthen trust and expedite adoption. Utilize AI tools to enhance preparation, synthesize insights, and tailor the experience for each strategic account.

• Ensure customers realize sustained adoption and measurable value from CipherHealth's care coordination platform. Provide guidance on best practices for rounding, outreach, and engagement programs — linking product utilization to outcomes data, ROI, and the evolving AI capabilities within our ecosystem.

• Act as the internal advocate for the customer. Collaborate with Product, Implementation, and Support teams to address challenges, influence the product roadmap, and ensure a seamless customer experience. Share patterns and insights — including those generated through AI tools — that inform how we develop and serve.

• Transform utilization trends, outcomes data, and engagement signals into actionable insights. Employ BI tools, customer success platforms, and AI-assisted analysis to create concise, impactful reports and executive presentations that drive decision-making and showcase CipherHealth's value.

⛳️ Requirements

• A minimum of 5 years of experience as a Customer Success Manager or in a similar client-facing role within healthcare software or technology, supporting large health systems.

• A Bachelor’s Degree in Business, Health Management, Public Health, or a related field, or equivalent education and professional experience.

• Demonstrated history of retaining and expanding strategic health system accounts through success planning, Executive Business Reviews, and renewal management.

• Direct experience managing health system accounts, with an understanding of the intricacies of system-level decision-making, multi-stakeholder dynamics, and how to foster alignment within large, complex organizations.

• Profound knowledge of healthcare operations, EMRs/EHRs, and the impact of technology on outcomes such as HCAHPS, readmissions, and quality metrics.

• Strong confidence in leading and presenting at executive and senior system-level meetings, with the strategic acumen to drive alignment and action.

• Exceptional executive presence and communication skills; able to establish trust with C-Suite and senior system-level leaders, translating complexity into clarity.

• Analytical and data-driven, capable of deriving meaningful insights from utilization trends and outcomes data.

• Proficient in Salesforce, Churnzero (or other customer success platforms), Looker (or other business intelligence tools), Gong, and Pendo (or similar analytics platforms) to monitor customer engagement, value realization, and account health.

• Comfortable and curious about AI tools, including LLMs and AI-assisted workflows, to improve productivity, reveal insights, and scale your impact.

• A proactive, self-motivated work style with strong critical thinking, organizational skills, and follow-through.

• Collaborative and solutions-oriented; adept at bringing internal teams together to deliver results for customers.

• Familiarity with renewals and contracting processes, able to interpret customer agreements and contribute to commercial strategy alongside Sales.

• Willingness to travel up to 10% may be required.

🏝️ Benefits

• Generous company contribution towards our health, vision, and dental plans.

• HSA/FSA options available.

• Short and Long-Term Disability coverage.

• Life and Personal Accident Insurance provided.

• Monthly wellness stipend of $40 for wellness, fitness, and wellbeing purchases.

• Access to an Employee Assistance Program (EAP).

• Adoption Assistance available.

• 401(k) plan available after three months of employment, with matching upon enrollment!

• Discretionary paid time off plus 13 paid holidays.

• Competitive parental leave policy and flexible return-to-work arrangements.

• Generous Employee Referral Program — earn cash for each successful referral.

• Annual Cipher-versary stipend.

• Ci-Phives program — receive public recognition and gift cards from peers and managers.

• Emphasis on CARE2 Values.

• Monthly All Teams Meetings to foster connection.

• Employee Resource Groups such as the Rainbow Room and BIPOC Group.

• Internal webinars and comprehensive onboarding/training programs.

• Remote-first work environment: $50 monthly reimbursement for work-from-home expenses.

• Upon hire, you will receive a new MacBook laptop, additional hardware, and company swag.