Client Success Manager

Summary

Medical Informatics Engineering is establishing a dedicated Client Success Management function for Enterprise Health. The Client Success Manager owns the operational client relationship after go-live, driving adoption, monitoring client health and sentiment, managing escalations, supporting expansion and renewals, and delivering business reviews without owning commercial negotiations or quota.

Responsibilities

• Own the onboarding success plan and adoption/engagement plan for each assigned account once Deployment hands off a live client
• Monitor adoption trends and proactively intervene where usage lags expectations
• Shadow deployments prior to handoff so the account transition carries context, not a cold start
• Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment — rather than relationship intuition alone
• Own Voice of Customer signal generation, feeding the Client Success Leader's aggregated, prioritized theme set for Product leadership review
• Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in
• Take ownership of Support escalations that meet defined triggers: repeat tickets on the same root issue, client language signaling relationship risk, an SLA breach on a dedicated account, anything touching contract or scope, an unresponsive client, or a change in client contact
• Own Tier 1 Account Management escalations directly, and share ownership of Tier 2 escalations with the Client Success Leader — enriching the AM's initial case record with technical detail and driving it through resolution
• Serve as the client relationship owner on complex, multi-phase recovery efforts, working alongside PMO (project plan) and Deployment (where the issue is implementation-related)
• Identify and flag expansion opportunities surfaced through day-to-day engagement, routing them to Account Management for pursuit and close
• Provide health input into renewal conversations, without owning renewal negotiation or outcome
• Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content
• Own the operational components of the account strategic plan, with Account Management owning the commercial components

Skills

• 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
• Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
• Strong written and verbal communication; able to manage escalations calmly under client pressure
• Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions
• Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)

Qualifications

Must Haves

• 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
• Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
• Strong written and verbal communication; able to manage escalations calmly under client pressure
• Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions

Nice to Haves

• Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)