Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Foster retention and growth within your portfolio by establishing trusted relationships with executive and clinical stakeholders. Proactively identify risks, create effective mitigation strategies, and highlight growth opportunities that align with customer objectives. Leverage AI-driven tools and analytics to anticipate account health trends and act decisively.

• Facilitate strategic conversations and Executive Business Reviews that effectively link CipherHealth's care coordination platform to measurable outcomes — including patient experience, readmissions, quality metrics, and financial ROI. Confidently present to senior system-level leaders, translating intricate data and insights into clear, persuasive recommendations. You adeptly navigate the complexities of large, matrixed health systems to achieve results.

• Manage customer onsite visits from agenda setting to execution, ensuring clear outcomes, meticulous preparation, and impactful delivery. Lead executive presentations and frontline discussions to build trust and encourage adoption. Utilize AI tools to streamline preparation, synthesize insights, and tailor the experience for each strategic account.

• Ensure clients realize sustained adoption and measurable value from CipherHealth's care coordination platform. Counsel on best practices for rounding, outreach, and engagement programs, linking product usage 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 resolve issues, influence the product roadmap, and ensure a seamless experience. Share patterns and insights, including those derived from AI tools, to shape our offerings and services.

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

⛳️ Requirements

• At least 5 years of experience in a Customer Success Manager role (or similar client-facing position) within healthcare software or technology, specifically supporting large health systems.

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

• A proven history of retaining and expanding strategic health system accounts through effective success planning, Executive Business Reviews (EBRs), and renewal management.

• Direct experience in managing health system accounts — you comprehend the nuances of system-level decision-making, multi-stakeholder dynamics, and the strategies needed to achieve alignment in large, complex organizations.

• A comprehensive understanding of healthcare operations and EMRs/EHRs, along with the impact of technology on outcomes such as HCAHPS, readmissions, and quality metrics.

• Confidence in leading and presenting at executive and senior system-level meetings, coupled with the strategic instincts to drive alignment and action.

• Exceptional executive presence and communication skills; you establish trust with C-Suite and senior system-level leaders and translate complex concepts into straightforward terms.

• Analytical and data-driven, with the ability to extract significant insights from utilization trends and outcomes data.

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

• Comfort and curiosity regarding AI tools — including LLMs and AI-assisted workflows — to boost productivity, uncover insights, and expand your impact.

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

• A collaborative and solutions-oriented mindset; you excel at uniting internal teams to deliver for customers.

• Familiarity with renewals and contracting processes, along with the ability to interpret customer agreements and contribute to commercial strategy in collaboration with Sales.

🏝️ Benefits

• Generous company-funded health, vision, and dental insurance plans.

• HSA/FSA options available.

• Short and Long-Term Disability coverage.

• Life and Personal Accident Insurance provided.

• A monthly wellness stipend of $40 to be used towards any wellness, fitness, and wellbeing expenses.

• Access to an Employee Assistance Program (EAP).

• Adoption Assistance support.

• 401(k) plan available after three months of employment, with a match upon enrollment.

• Discretionary Paid Time Off (PTO) plus 13 paid holidays.

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

• Generous Employee Referral Program — earn cash for each referral that results in a hire.

• 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, including the Rainbow Room and BIPOC Group.

• Internal webinars and comprehensive onboarding/training programs.

• Remote-first team environment: receive $50 per month reimbursement for work-from-home expenses.

• A new MacBook laptop, other hardware, and company swag provided upon hire.