Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +44 more states.

📋 Description

• Enhance client satisfaction, retention, engagement, advocacy, and establish long-term partnerships.

• Act as the client's representative and trusted advisor to client leadership and key decision-makers.

• Organize regular client meetings and perform on-site visits when necessary.

• Lead all-client conference calls and manage comprehensive client communication strategies.

• Collaborate with Support, Enrollment, and Professional Services on client-related issues and escalations.

• Align product roadmaps with client requirements and convert roadmap insights into actionable client advice.

• Create and implement retention strategies and focused recovery plans for accounts at risk.

• Oversee the NPS program, ensuring accuracy in contacts, survey distribution, follow-up, and feedback tracking.

• Carry and achieve an assigned growth target for the existing client portfolio.

• Cultivate knowledge of the product portfolio and identify opportunities to align solutions with client needs.

• Suggest additional products and value-added solutions, quantify anticipated impact, and address concerns.

• Manage the complete back-to-base sales cycle from discovery and demonstration to proposal, pricing, negotiation, and closure.

• Negotiate fees, contracts, and renewals; spearhead price increase implementation.

• Handle new provider addition requests, including forms, pricing, and finance hand-off.

• Assist with accounts receivable and collections tasks, invoice disputes, credit requests, and account shutoff approvals.

• Conduct regular invoice audits, contract reviews, and assessments of account profitability.

• Maintain Customer Face Sheet and Dynamics records.

• Utilize approved AI tools such as Claude and Copilot in daily operations.

• Communicate product updates and promote the adoption of new functionalities.

• Complete administrative tasks and participate in internal meetings, business reviews, and training sessions.

• Travel approximately 20–30% for client visits, trade shows, conferences, team meetings, sales kickoffs, and training events.

⛳️ Requirements

• At least three years of experience in the healthcare sector; any healthcare environment qualifies, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services.

• A minimum of three years in a client-facing position such as client success, account management, sales, implementation, or support.

• Excellent written and verbal communication skills, with comfort in presenting to practice managers, physicians, and executive stakeholders.

• Proficient in Excel, PowerPoint, Word, and Outlook.

• Working familiarity with AI tools in a professional context, with the capacity to describe specific applications and their outcomes.

• Capability to work autonomously in a remote setting and manage a substantial, distributed book of business.

• Ability to independently develop processes, documentation, and SOPs.

• Outstanding follow-through skills, combined with a strong internal motivation to deliver high-quality work and achieve exceptional results.

• Travel is necessary and will vary quarterly; anticipate approximately 20–30% travel requirements.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 3 weeks of vacation plus 5 personal days for relaxation.

• Employee stock ownership program.

• RRSP program.

• 401K plan.

• World-class career development programs.

• Excellent employee health and well-being benefits.

• A culture that fosters growth.

• A commitment to ensuring every voice matters.

• Global reach of the company.

• Careers that offer purpose.

• Focus on sustainability initiatives.

• A casual work environment.

• Opportunities for learning and development.

• An award-winning company culture.