Client Success Manager, Implementation and Accounts

Summary

Cuvo Health is an enterprise telehealth infrastructure company providing healthcare organizations, clinics, and consumer health brands with a platform for delivering virtual care. The Client Success Manager will manage the full client lifecycle, including implementation, launch, ongoing account management, service quality, retention, and account growth.

Responsibilities

• Lead the onboarding of new clients from contract execution through launch, including kickoff, documentation and timeline management
• Manage implementation workstreams across payment processing, pharmacy integration, platform configuration and clinical onboarding
• Prepare, submit and manage regulatory and certification applications, including LegitScript, and coordinate responses to reviewer inquiries
• Coordinate cross-functional teams in Engineering, Operations, Compliance and Clinical to meet launch milestones
• Act as the primary point of contact for an assigned client portfolio and keep service levels consistent
• Maintain the accuracy of client pricing, product catalogs and commercial documentation
• Manage the resolution of client requests related to platform, payment and fulfillment matters
• Conduct monthly business reviews covering performance, patient volume, retention and growth opportunities
• Drive renewals, service expansion and portfolio retention
• Maintain current status reporting for all assigned accounts
• Develop and maintain implementation standards, client communication protocols and onboarding documentation
• Oversee AI-assisted client support tools to ensure quality and appropriate escalation

Skills

• Bachelor's degree or equivalent professional experience
• Two or more years of experience in customer success, implementation or account management within B2B software, healthcare or healthcare services
• Demonstrated ability to manage multiple concurrent client implementations against defined timelines
• Experience with regulatory, compliance or financial documentation, such as certifications, merchant underwriting, KYC, licensing or provider credentialing
• Strong written and verbal communication skills with senior client stakeholders
• Demonstrated accountability for client retention or renewal outcomes
• Proficiency with Slack, Asana or comparable project management platforms, CRM systems such as HubSpot, and Microsoft 365
• Experience in telehealth, pharmacy, healthcare platforms or multi-site clinical organizations
• Familiarity with LegitScript certification, HIPAA, Business Associate Agreements or high-risk payment processing

Qualifications

Must Haves

• Bachelor's degree or equivalent professional experience
• Two or more years of experience in customer success, implementation or account management within B2B software, healthcare or healthcare services
• Demonstrated ability to manage multiple concurrent client implementations against defined timelines
• Experience with regulatory, compliance or financial documentation, such as certifications, merchant underwriting, KYC, licensing or provider credentialing
• Strong written and verbal communication skills with senior client stakeholders
• Demonstrated accountability for client retention or renewal outcomes
• Proficiency with Slack, Asana or comparable project management platforms, CRM systems such as HubSpot, and Microsoft 365

Nice to Haves

• Experience in telehealth, pharmacy, healthcare platforms or multi-site clinical organizations
• Familiarity with LegitScript certification, HIPAA, Business Associate Agreements or high-risk payment processing

Benefits

• Performance incentive tied to implementation and retention objectives
• Fully remote work environment
• Paid time off and company holidays
• Technology and home-office allowance
• Professional development and a defined path to client success leadership