Senior Client Success Manager

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

📋 Description

• Act as the strategic consultant for designated clients, assisting them in deepening product usage and planning their long-term journey.

• Comprehend client business goals, operational processes, and compliance requirements to drive significant outcomes that align with PACE standards.

• Facilitate discussions regarding performance trends, operational prospects, and areas where Intus Care can enhance impact further.

• Create and uphold customized success plans that ensure optimal utilization of the platform.

• Conduct advanced enablement and best practice workshops covering CareHub, IRIS, analytics solutions, and operational processes.

• Assist clients in navigating change management, optimizing workflows, and maximizing ongoing system engagement.

• Recognize adoption risks early and proactively devise strategies to enhance engagement and long-term retention.

• Carry out regular executive-level business reviews, usage evaluations, and operational health assessments.

• Examine usage data and platform trends to pinpoint opportunities for greater adoption or workflow improvements.

• Provide actionable insights and recommendations that foster enhanced efficiency, compliance, and participant outcomes.

• Represent the client's voice internally at a high level, influencing product improvements and prioritization of the roadmap.

• Work closely with Product, Engineering, Implementation, Training, and Support teams to address client requirements and ensure seamless communication.

• Guide Client Success Managers by sharing best practices, conducting internal knowledge-sharing sessions, and assisting with challenging client scenarios.

• Participate in onboarding new hires and developing scalable client success methodologies.

• Exemplify excellence in client communication, accountability, and critical thinking.

• Contribute to the creation of client-facing materials, playbooks, best practice guides, and training resources.

• Spot opportunities to refine internal processes that enhance efficiency and elevate the client experience.

• Lead or co-lead internal projects that strengthen the Client Success organization.

⛳️ Requirements

• Over 5 years of experience in client success, account management, healthcare operations, or SaaS customer-facing roles.

• In-depth understanding of healthcare delivery models—PACE, value-based care, care coordination, or EMR/EHR workflows.

• Demonstrated ability to manage senior-level client relationships and achieve strategic outcomes.

• Exceptional communication, facilitation, and relationship-building abilities, including comfort in presenting to leadership teams.

• Capacity to interpret data, uncover insights, and convert findings into significant recommendations.

• Experience in influencing cross-functional decisions and championing client needs.

• Strong organizational skills and the capability to oversee multiple complex accounts.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career growth.

• Engaging work environment with a focus on innovation and teamwork.