Customer Success Manager

As a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform. You bring deep healthcare expertise, technical fluency, an AI-forward mindset, and the confidence to lead high-stakes conversations that connect our technology to clinical, operational, and financial impact — ultimately driving retention and expansion of customer partnerships.

This role is ideal for someone who has led or supported healthcare operations — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology. You're proactive, strategic, and skilled at leveraging AI tools and insights to influence decision-making at the executive and senior system-level to drive long-term success for our customers and CipherHealth alike. You're scrappy, resourceful, and energized by ambiguity — you connect the dots others miss, act before being asked, and know how to get things done even when the path isn't perfectly clear.

Key Responsibilities:

• Customer Retention & Growth: Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals. Use AI-powered tools and analytics to stay ahead of account health trends and act with precision.
• Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI. Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations. You know how to navigate the complexity of large, matrixed health systems to get things done.
• Customer Onsite Planning & Execution: Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery. Lead executive presentations and frontline discussions that deepen trust and accelerate adoption. Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account.
• Product Adoption & Value Realization: Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform. Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem.
• Customer Advocacy & Collaboration: Be the voice of the customer internally. Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience. Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve.
• Data & Performance Analysis: Turn utilization trends, outcomes data, and engagement signals into actionable insights. Use BI tools, CS platforms, and AI-assisted analysis to build concise, high-impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value.

Qualifications:

• 5 years of experience as a Customer Success Manager (or similar client-facing role) in healthcare software or technology, supporting large health systems.
• Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience

What You Bring:

• Proven track record of retaining and growing strategic health system accounts through success planning, EBRs, and renewal management.
• Direct experience managing health system accounts — you understand the nuance of system-level decision-making, multi-stakeholder dynamics, and how to drive alignment across large, complex organizations.
• Deep understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics.
• Confidence leading and presenting at executive and senior system-level meetings — and the strategic instincts to drive alignment and action.
• Exceptional executive presence and communication skills; you build trust at the C-Suite and senior system-level leader level and translate complexity into clarity.
• Analytical and data-driven with the ability to extract meaningful insights from utilization trends and outcomes data.
• Experience with Salesforce, Churnzero (or other CS platforms), Looker (or other BI tools), Gong, and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health.
• Comfort and curiosity with AI tools — including LLMs and AI-assisted workflows — to enhance productivity, surface insights, and scale your impact.
• A proactive, self-directed work style with strong critical thinking, organization, and follow-through.
• Collaborative and solutions-oriented; you know how to bring internal teams together to deliver for customers.
• Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales.

Travel up to 10% may be required.

Don’t meet every single requirement?