Premier Client Success Manager

🏢 Summary: The Client Success Manager supports healthcare clients using cloud-based revenue cycle and EDI solutions, acting as the primary escalation point and driving successful onboarding, issue resolution, and retention. The role combines client relationship management with technical troubleshooting of claims and data transactions. It requires strong knowledge of healthcare EDI standards, billing processes, and collaboration with cross-functional technical teams. 🗂️ Requirements: Bachelor’s degree in healthcare administration, information technology, or equivalent experience, 2+ years of experience in account management or customer support within healthcare EDI, Strong knowledge of EDI standards and protocols, Understanding of healthcare billing and claims processes, Ability to troubleshoot rejected claims and data discrepancies, Experience collaborating with technical and cross-functional teams, Willingness to travel up to 20% 📃 Skills: EDI, Healthcare, Billing, Claims, Salesforce, RevenueCycle, Troubleshooting, DataAnalysis 🏢 Description: About the Role We're looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. This position serves as the primary escalation point for their assigned clients, collaborates with the Sales Account Management team on communications and projects, oversees implementations and solutions, provides proactive support and resolves issues, and drives client retention. What You'll Do Client Relationship Management Build and maintain strong relationships with healthcare clients, understanding their specific nuances in conducting business each day. Serve as the primary escalation point for providers, promptly addressing their inquiries, concerns, and requests with the highest level of professionalism. Conduct proactive client outreach based on the schedule outlined by Client Services leadership. Onboarding Partner with the onboarding team to ensure a seamless transition for clients. Partner with the Learning Experience team to ensure clients have access to all training resources necessary to perform at an optimal level. Transaction Support Troubleshoot and resolve issues, including rejected claims and data discrepancies. Assist clients in optimizing their processes to enhance efficiency and reduce errors. Documentation and Reporting Utilize Salesforce to maintain accurate records of interactions with clients and issue resolutions. Collaboration and Cross-Functional Teamwork Collaborate with internal teams, including IT/Engineering, Sales, compliance, and client support, to deliver comprehensive solutions and resolve client issues. Contribute to the development and improvement of both internal systems and processes as well as products. What You'll Need Bachelor's degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. 2+ years of related experience and/or training in account management or customer support within healthcare EDI. Deep understanding of EDI standards, protocols, and healthcare industry practices, and familiarity with healthcare billing and claims processes. Nice to Have Familiarity with EDI software and systems is a plus. Travel Requirements This role requires up to 20% of travel, which may include client meetings, team gatherings, or company events. Travel will typically be scheduled in advance and supported by the company. Pay Transparency Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity. $55,000—$65,000 USD EEO Note Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

🏢 Summary: The offer is for a Client Success Manager responsible for supporting healthcare clients using EDI and revenue cycle management tools, acting as the primary escalation point and ensuring successful onboarding, issue resolution, and client retention. The role combines healthcare EDI expertise, claims processing knowledge, and cross-functional collaboration to optimize client operations and resolve transaction issues. It requires experience in healthcare EDI environments and strong technical understanding of billing and claims workflows. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent experience, 2+ years of experience in account management or customer support within healthcare EDI, Deep understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to troubleshoot rejected claims and data discrepancies, Experience using Salesforce for documentation and reporting, Willingness to travel up to 20% 📃 Skills: EDI, HealthcareEDI, ClaimsProcessing, RevenueCycleManagement, Salesforce, Billing, DataAnalysis, Troubleshooting 🏢 Description: About the Role We’re looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. This position serves as the primary escalation point for assigned clients, collaborates with the Sales Account Management team on communications and projects, oversees implementations and solutions, provides proactive support and resolves issues, and drives client retention. What You’ll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific nuances in conducting business each day. - Serve as the primary escalation point for providers, promptly addressing their inquiries, concerns, and requests with the highest level of professionalism. - Conduct proactive client outreach based on the schedule outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to all training resources necessary to perform at an optimal level. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing their processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of interactions with clients and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with internal teams, including IT/Engineering, Sales, compliance, and client support, to deliver comprehensive solutions and resolve client issues. - Contribute to the development and improvement of both internal systems and processes as well as products. What You’ll Need - Bachelor's degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices, and familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems is a plus. Travel Requirements - Up to 20% travel, including client meetings, team gatherings, or company events. Compensation and Benefits - Compensation range: $55,000—$65,000 USD. - Eligible for performance-based bonuses. - Comprehensive benefits package including medical, dental, and vision coverage. - 401(k) with company match. - Paid time off and additional benefits. EEO Note Office Ally is an Equal Opportunity Employer and does not discriminate on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

🏢 Summary: The Client Success Manager role focuses on managing and supporting healthcare clients using EDI and revenue cycle management solutions, acting as the primary escalation point and ensuring successful onboarding, issue resolution, and retention. The position involves troubleshooting claims and data issues, collaborating cross-functionally, and maintaining accurate reporting in Salesforce. It requires strong expertise in healthcare EDI standards, billing processes, and client account management. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent experience, 2+ years of experience in account management or customer support within healthcare EDI, Deep understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to manage client escalations and resolve transaction issues, Willingness to travel up to 20% 📃 Skills: EDI, Salesforce, Healthcare, Billing, Claims, RevenueCycle, Cloud, CRM 🏢 Description: About the Role We’re looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. The role serves as the primary escalation point for assigned clients, collaborates with Sales Account Management on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You’ll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific business operations. - Serve as the primary escalation point for providers, addressing inquiries, concerns, and requests professionally. - Conduct proactive client outreach based on schedules outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to necessary training resources. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of client interactions and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with IT/Engineering, Sales, compliance, and client support teams to deliver comprehensive solutions and resolve issues. - Contribute to the development and improvement of internal systems, processes, and products. What You’ll Need - Bachelor’s degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems. Travel Requirements - Up to 20% travel for client meetings, team gatherings, or company events. Pay Transparency Compensation may vary based on skills, experience, and location. Employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, and paid time off. Salary range: $55,000—$65,000 USD. EEO Note The company is an Equal Opportunity Employer and does not discriminate on the basis of legally protected characteristics.

🏢 Summary: The Client Success Manager role focuses on supporting healthcare clients using EDI and revenue cycle management solutions, serving as the primary escalation point and ensuring smooth onboarding, issue resolution, and ongoing optimization. The position involves close collaboration with cross-functional teams to resolve claims and data issues while driving client retention and satisfaction. It requires strong knowledge of healthcare EDI standards, billing, and claims processes. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent experience, Minimum 2 years of experience in account management or customer support within healthcare EDI, Strong understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to troubleshoot rejected claims and data discrepancies, Experience maintaining client records in CRM systems, Willingness to travel up to 20% 📃 Skills: EDI, Healthcare, Billing, Claims, Salesforce, CRM, RevenueCycleManagement, DataAnalysis, Troubleshooting 🏢 Description: About the Role We’re looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. The role serves as the primary escalation point for assigned clients, collaborates with Sales Account Management on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You'll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific business operations. - Serve as the primary escalation point for providers, addressing inquiries, concerns, and requests professionally. - Conduct proactive client outreach based on schedules outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless client transition. - Collaborate with the Learning Experience team to ensure clients have access to necessary training resources. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of client interactions and issue resolutions. Collaboration and Cross-Functional Teamwork - Work with IT/Engineering, Sales, compliance, and client support teams to deliver comprehensive solutions. - Contribute to the improvement of internal systems, processes, and products. What You'll Need - Bachelor's degree in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems. Travel Requirements - Up to 20% travel for client meetings, team gatherings, or company events. Pay Transparency Compensation may vary based on skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, and paid time off. Salary range: $55,000—$65,000 USD. Why You'll Love Working Here Your work directly impacts healthcare providers and their ability to deliver exceptional care. The role contributes to simplifying healthcare administration and delivering high-quality service and software solutions to healthcare clients.

🏢 Summary: The offer is for a Client Success Manager responsible for managing healthcare clients using cloud-based revenue cycle and EDI solutions. The role focuses on client relationship management, onboarding support, troubleshooting claims and data issues, and cross-functional collaboration to improve processes and systems. It combines account management with deep healthcare EDI expertise to drive client retention and operational efficiency. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent combination of education and experience, Minimum 2 years of experience in account management or customer support within healthcare EDI, Strong understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to use Salesforce for documentation and reporting, Willingness to travel up to 20% 📃 Skills: EDI, HealthcareEDI, Salesforce, ClaimsProcessing, RevenueCycleManagement, EligibilityVerification, PaymentProcessing, DataExchange 🏢 Description: About the Role We're looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. This position serves as the primary escalation point for assigned clients, collaborates with the Sales Account Management team on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You'll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific nuances in conducting business each day. - Serve as the primary escalation point for providers, promptly addressing their inquiries, concerns, and requests with professionalism. - Conduct proactive client outreach based on the schedule outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to all training resources necessary to perform at an optimal level. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing their processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of interactions with clients and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with internal teams, including IT/Engineering, Sales, compliance, and client support, to deliver comprehensive solutions and resolve client issues. - Contribute to the development and improvement of internal systems, processes, and products. What You'll Need - Bachelor's degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems is a plus. Travel Requirements - Up to 20% travel, including client meetings, team gatherings, or company events. Compensation and Benefits Compensation may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity. Equal Opportunity The employer is an Equal Opportunity Employer and does not discriminate on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by law.

🏢 Summary: Leadership role overseeing Customer Success Managers across Enterprise and Scaled segments, focused on building a unified Account Health framework and driving proactive retention. Responsible for segmenting engagement strategies, implementing data-driven health scoring, and operationalizing structured playbooks. Reports to the Director of Customer Success and manages performance through clear KPIs and scalable processes. 🗂️ Requirements: 2+ years managing Customer Success team or 4+ years as Senior/Lead CSM, Experience with high-touch Enterprise accounts and Scaled/Digital segments, Experience using CRM, BI tools, or Excel for health tracking and churn prediction, Proven ability to design and implement scalable processes or workflows, Ability to manage team performance using KPIs, Experience implementing tools, workflows, or playbooks 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, Slack 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You Will - Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency - Develop a standardized Account Health Scoring system to identify risk across a 1,000+ account base - Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks - Use leading indicators to trigger proactive outreach and improve retention - Manage day-to-day team performance using clear KPIs to drive accountability and growth Must Have - 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM - Experience managing high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) - Experience managing Scaled/Digital segments (automation, mass communication) - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on performance - Ability to design scalable processes and implement new tools, workflows, or playbooks - High emotional intelligence with a coaching-focused management style Nice to Have - Ability to work with advanced data visualization tools - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero) - Experience with the automotive industry Interview Process 1. Initial Screen – 30 min 2. Hiring Manager Interview – 60 min 3. Case Study Assessment – 45 min Problem Solving Exercise – 60 min 4. Cross-Functional Interview – 30 min Completion of the Wonderlic Assessment (20–30 min) is required before the end of the process. We Offer - 100% remote work environment - Medical, Dental, and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH equipment - Collaborative, high-ownership culture - Opportunities for development and career growth

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and Scaled segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on operationalizing processes, implementing health scoring systems, and driving proactive, KPI-based performance management. You will bridge high-touch relationship management with digital-first automation to improve global retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and navigating multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Technical literacy with data visualization tools, Experience with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero) 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, KPI, HealthScoring 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different touch than a high-volume user, and you know how to build systems for both. - You dive into data to identify trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and optimize automated email sequences. - You thrive in ambiguous environments and solve messy data and process challenges. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using CRM, BI tools, or Excel to track health, predict churn, and report performance. - Ability to design scalable processes and implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Client Success Manager for Pharmacy Benefit Management (PBM) responsible for operational account management of key clients, ensuring high-quality pharmacy benefits delivery and client satisfaction. The role serves as the primary operational contact, leading client meetings, managing open enrollment processes, resolving issues, and coordinating cross-functional teams. Requires strong PBM expertise, client management experience, and the ability to oversee complex accounts in a dynamic environment. 🗂️ Requirements: Bachelor’s Degree, 5–8 years in pharmacy operations, Experience with Pharmacy Benefit Management (PBM) services, Client account management experience, Ability to manage complex operational workflows, Experience leading client meetings and business reviews, Knowledge of pharmacy benefits and plan design, Proficiency in spreadsheet and presentation tools 📃 Skills: PBM, Pharmacy, Excel, GoogleSheets, PowerPoint, GoogleSlides, PlanDesign, Claims, Enrollment, Webinars 🏢 Description: ABOUT THE ROLE: We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking an operational approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts. WHAT YOU'LL DO: - Own day-to-day operational management for an assigned book of PBM clients — including managing client touchbases, tracking inquiries, maintaining issue logs, resolving escalations, and ensuring overall client satisfaction against contractual commitments. - Serve as the primary operational point of contact for all client inquiries, both directly from clients and from internal team members acting on behalf of clients. - Co-lead and facilitate client meetings — including quarterly and annual business reviews — in close coordination with Account Leads. - Partner with the Implementation team during new client onboarding to ensure a seamless handoff from implementation to ongoing client management post-launch. - Gather and manage all client requirements for the annual open enrollment cycle, including benefit changes and customized plan configurations. - Facilitate client-facing webinars, benefit fairs, and employee education sessions on the PBM solution; travel to client sites may be required for open enrollment events. - Proactively identify operational trends and issues; work with internal operations teams and vendor partners to implement corrective and preventative measures. - Monitor and track all client deliverables against contractual obligations, surfacing risks and ensuring timely, accurate delivery across internal and vendor teams. - Contribute to cross-functional initiatives focused on standardizing client operations and implementing process and production enhancements. - Support partners by interpreting plan design, researching and resolving written, phone, and electronic inquiries, and troubleshooting claims, benefit, and enrollment issues. WHO YOU ARE: - Education level: Bachelor's Degree required; Master's Degree preferred. - Work experience: 5–8 years in pharmacy operations. - Location: Remote or Dallas, TX. - Strong client management skills and pharmacy benefit knowledge. - Effective and creative problem-solving abilities. - Ability to prioritize and manage through change. - Solid communication skills and ability to lead projects and influence without direct authority. - Basic knowledge of common spreadsheet tools (Excel, Google Sheets) and presentation tools (PowerPoint, Google Slides). COMPENSATION: $90,000 - $125,000 annually, in addition to bonus and equity. Compensation is determined by geographic location, experience, and qualifications.

🏢 Summary: Leadership role overseeing Customer Success Managers across enterprise and scaled segments, focused on building scalable account health frameworks and driving proactive retention. The position blends strategic operations, data-driven performance management, and team mentorship in a SaaS environment. The goal is to standardize processes, implement health scoring systems, and improve global customer retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise (high-touch) and Scaled/Digital (tech-touch) accounts, Experience conducting QBRs and managing multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Experience building account health scoring models 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, DataVisualization, Automation, EmailMarketing, SaaS 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to high-volume Scaled segments. Reporting to the Director of Customer Success, you will act as the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize Customer Success operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will provide the strategic structure needed to transform informal knowledge into repeatable, data-driven playbooks that drive global retention. You Will Segment the Strategy: Define and iterate on engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the 1,000+ account base. Operationalize the Knowledge Base: Transition the team from informal collaboration to a structured internal knowledge base and formal playbooks. Drive Proactive Retention: Use leading indicators to trigger outreach before a customer is at risk. Mentor & Measure: Manage day-to-day performance of the Customer Success team, using clear KPIs to drive accountability and professional growth. You Have Must Have: Leadership Experience: 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM ready for the next step. Versatile CS Background: Experience managing both Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. Systems Thinking: Ability to design scalable processes and successfully implement new tools, workflows, or playbooks. High Emotional Intelligence: Coaching-first management style suited to a collaborative culture. Nice to Have: Technical Literacy: Ability to work with advanced data visualization tools. CS Ops Familiarity: Experience selecting or implementing a CS platform (e.g., Gainsight, Vitally, ChurnZero). Experience with the automotive industry. Interview Process 1. Initial Screen - 30min 2. Hiring Manager Interview - 60min 3. Case Study Assessment - 45min Problem Solving Exercise - 60min 4. Cross-Functional Interview - 30min Completion of the Wonderlic Assessment (20–30min) is required before the end of the process. We Offer 100% remote work environment Medical, Dental and Vision insurance within 30 days 100% employer-paid medical insurance Equity package Flexible PTO with 15 days minimum Generous Parental Leave FSA and HSA options 401(k) Growth & Wellness Stipend WFH Equipment Opportunity to work with the latest technology Collaborative, high ownership culture Opportunities for development and career growth

🏢 Summary: Client Success Manager role focused on onboarding, software implementation, client relationship management, and training for healthcare IT software products. The position requires collaboration with clients and internal teams to support integrations, software demos, and long-term account success in an on-site environment. 🗂️ Requirements: 4+ years customer relationship management experience, Ability to translate between IT and business stakeholders, Authorization to work in the U.S. without sponsorship, Strong verbal and email communication skills, Ability to multitask, prioritize, and manage time effectively, On-site availability in Carmel, IN five days a week 📃 Skills: Hubspot, Excel, Word, PowerPoint, SNOMED, LOINC, CPT, ICD-10-CM 🏢 Description: About the Position Clinical Architecture is seeking a Client Success Manager in the Indianapolis, IN area to create a positive experience for clients as they integrate software products. The primary objective of this role is to gain an in-depth understanding of clients' business needs and collaborate to ensure those needs are met through onboarding, software implementation, and training. This position involves learning the software and its capabilities while assisting clients with their initiatives and building long-term relationships. This role is based on-site at the Carmel, IN headquarters five days a week. Flexibility may be offered when needed to support work-life balance and uninterrupted business operations. Applicants must be authorized to work in the U.S. without sponsorship. Responsibilities - Provide a positive client experience by delivering excellent service and engaging with clients throughout the business relationship. - Understand clients' needs and use available resources to identify options and recommend alternatives. - Collaborate closely with the Sales team to support renewals and identify expansion opportunities. - Maintain working knowledge of assigned clients and software products and respond to inquiries efficiently and accurately. - Demonstrate software capabilities, address use cases, implement best practices, and identify system integration opportunities. Qualifications - 4+ years of proven customer relationship management experience required. - Proven ability to translate between IT and business stakeholders to ensure goals are achieved required. - 3+ years of experience in federal contracting and/or account management preferred. - 3+ years of experience in healthcare technology and/or healthcare terminology preferred. - Experience in Business, Informatics, Public Health, Healthcare Policy, or Administration preferred. - Proficiency with MS Word, MS Excel, MS PowerPoint, and familiarity with Hubspot preferred. - Previous project management, project coordination, or project administration experience preferred. - Strong verbal and written communication skills. - Highly motivated to learn new skills. - Ability to multitask, prioritize, and manage time effectively. Benefits - Opportunities for learning, development, and growth. - Experiences that connect employees with colleagues. - Laid-back work environment with thoughtful amenities. - Paid Volunteer Time, Paid Holidays, PTO, and winter break week for full-time team members. - Sabbatical opportunities for tenured team members. - Comprehensive Medical, Dental, Vision, and ancillary insurance options. - Maternity and Parental leave benefits. - Employer-paid short-term and long-term disability. - Health and wellness incentives. - 401k matching.