Customer Success Manager

Summary

ConnectureDRX is a healthcare technology company that helps health plans, carriers, FMOs, and brokers simplify the sale and enrollment of Medicare plans. The Customer Success Manager will manage client satisfaction, retention, relationships, and account growth across a geographically diverse portfolio while identifying opportunities to expand the use of company products and services. The role also oversees account operations, client communications, renewals, and strategic partnerships with internal teams.

Responsibilities

• Hold high-level accountability for client satisfaction and retention across the direct client bases
• Serve as a trusted advisor to client leadership and cultivate relationships with decision-level contacts
• Host recurring one-on-one client meetings with higher-value accounts and engage smaller accounts on a scheduled or as-needed basis. Conduct on-site visits with client leadership where the relationship or the opportunity warrants direct attention
• Lead all-client calls and coordinate broad client communication strategies
• Partner with Support, Enrollment, and Professional Services on client issues and escalations
• Ensure clients receive timely and substantive communication when needed
• Work across the organization with product teams and senior leadership to align the roadmap to client needs, bringing forward themes from the client base and translating roadmap direction back into terms clients can act on
• Develop and execute retention strategies for accounts identified as at risk, including targeted recovery plans for dissatisfied clients
• Own the NPS program for the direct base, covering contact accuracy, survey distribution, response follow-up, and the tracking required to turn feedback into action
• Carry and deliver against an assigned growth target for the existing client base
• Develop working knowledge of the full product portfolio and recognize where a client's operational problem maps to a company solution
• Recommend add-on products and value-add solutions proactively, help clients quantify the expected impact, and surface objections early enough to work through them
• Manage the back-to-base sales cycle end to end, from discovery and demonstration through proposal, pricing, negotiation, and close, drawing on sales engineering or product support where deeper expertise is required
• Negotiate fees, contracts, and renewals supported by a documented business case, and lead price increase execution including notification and the resulting client questions and disputes
• Manage new provider add requests, including required forms, pricing, and hand-off to finance
• Support AR and collections activity, including aging reviews, invoice disputes, credit requests, and the internal approval path for account shutoff or collections action
• Complete recurring invoice audits, contract reviews, and account profitability reviews
• Maintain the Customer Face Sheet and Dynamics records so that account history, open issues, and commitments remain visible to the wider organization
• The use of approved AI tools is an expectation of this role and an integral part of how work is performed. Team members are expected to incorporate AI solutions such as Claude, Copilot, and other approved technologies into their daily workflows to improve efficiency, productivity, and outcomes. Employees should actively adopt new AI tools and capabilities as they become available and collaborate across teams to advance AI-driven innovation for the benefit of the company and its customers
• Communicate product release information and drive adoption of new functionality
• Complete day-to-day administrative work and attend internal meetings, business reviews, and training as scheduled
• Additional tasks can and will be added or modified when appropriate
• On-site client visits, prioritized by account value, renewal risk, and growth opportunity
• Industry trade shows and user conferences as assigned
• Internal team meetings, sales kickoffs, and training events

Skills

• Minimum of three years of experience in healthcare. Any healthcare setting qualifies, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services
• Minimum of three years in a client-facing role such as client success, account management, sales, implementation, or support
• Strong written and verbal communication skills, including comfort presenting to practice managers, physicians, and executive stakeholders
• Proficiency with Excel, PowerPoint, Word, and Outlook
• Working proficiency with AI tools in a professional setting, with the ability to describe specific ways they have used them and what the result was
• Ability to work independently in a remote environment and manage a large, distributed book of business
• Ability to created processes, documentation, SOPs independently
• Exceptional follow-through skills, coupled with a strong internal drive to deliver high-quality work and achieve outstanding results

Qualifications

Must Haves

• Minimum of three years of experience in healthcare. Any healthcare setting qualifies, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services
• Minimum of three years in a client-facing role such as client success, account management, sales, implementation, or support
• Strong written and verbal communication skills, including comfort presenting to practice managers, physicians, and executive stakeholders
• Proficiency with Excel, PowerPoint, Word, and Outlook
• Working proficiency with AI tools in a professional setting, with the ability to describe specific ways they have used them and what the result was
• Ability to work independently in a remote environment and manage a large, distributed book of business
• Ability to created processes, documentation, SOPs independently
• Exceptional follow-through skills, coupled with a strong internal drive to deliver high-quality work and achieve outstanding results

Benefits

• Culture for Growth
• Top Notch Employee Health & Well Being Benefit
• World Class Career Development Programs
• Focus On Sustainability
• Comprehensive medical, dental, and vision benefits
• 3 weeks of vacation plus 5 personal days to recharge
• Employee stock ownership
• RRSP program
• 401K
• A casual work environment
• Opportunity to learn