Principal Client Success Manager

Quick Facts

Principal Client Success Manager supporting the organization’s most complex, high-impact client relationships with executive strategy, adoption leadership, revenue protection, and attrition mitigation.

Description

The Principal Client Success Manager serves as a senior strategic advisor to top-tier clients, representing the voice of the client internally and the organization to the client. This role strengthens executive relationships, accelerates solution adoption, identifies growth opportunities, protects revenue, and mitigates client attrition through cross-functional leadership and measurable client outcomes.

Responsibilities

• Primary strategic and operational advisor for complex, high-value, or high-risk client relationships
• Build trusted relationships with client executives and connect organizational capabilities to client financial, operational, and regulatory priorities
• Lead complex, cross-functional collaboration across Sales, Technical Account Management, Product, Support, Finance, Operations, and Services
• Create and drive comprehensive client success plans with objectives, measurable outcomes, risks, dependencies, and executive accountability
• Facilitate strategic roadmap planning and align release/investment plans with client priorities
• Conduct executive operational reviews and support Strategic Business Reviews
• Provide consultative guidance on growth plans, solution adoption, workflow optimization, and expansion opportunities
• Maintain actionable client health reporting through dashboards and required reporting mechanisms
• Identify emerging risks and systemic issues before they impact outcomes, revenue, compliance, or the broader portfolio
• Lead resolution of critical escalations with clear ownership, priorities, timelines, and communication plans
• Advise on regulatory preparedness related to CMS requirements, risk adjustment, encounters, and claims submissions
• Deliver timely communications on business-impacting regulatory changes, product releases, outages, and major incidents
• Lead solution optimizations, workflow improvements, educational opportunities, and best practices
• Perform root cause analysis for recurring or high-impact issues and drive sustainable corrective actions
• Support complex financial and contractual matters, including concessions, terminations, disputed accounts receivable, and unfunded requests
• Lead Voice of the Customer programs (including KLAS and satisfaction surveys) and translate feedback into improvement plans
• Develop reference accounts, identify portfolio trends to influence roadmap and delivery priorities, and establish scalable success best practices
• Mentor Expert and other Client Success Managers and lead initiatives that mature and improve the Client Success organization

Requirements

• 10+ years of experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field
• 5+ years of experience at the Expert Client Success Manager level (or equivalent managing highly complex, strategic client relationships)
• Demonstrated ability to advise executive stakeholders and influence decisions across leadership teams
• Experience leading complex cross-functional initiatives without direct authority
• Strong payer/health plan industry experience
• Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and payer operations
• Proven ability to link client objectives to measurable business, financial, operational, and regulatory outcomes
• Advanced analytical skills using data to assess client health and guide decisions

Benefits

• Comprehensive compensation and benefits package including holidays, vacation, and medical, dental, and vision insurance
• Company paid life insurance and retirement savings