Digital Scale Client Success Manager

Job Description

Job Description

IN SUMMARY...Azalea Health is seeking a highly analytical and operationally-focused Digital Scale Client Success Manager to drive adoption, engagement, and value realization across a high-volume portfolio of clients. This role is critical to scaling our Client Success programs, processes, and insights to efficiently support a large and diverse client base through data-driven strategies and repeatable processes.The ideal candidate is passionate about using data, automation, and scalable methodologies to deliver consistent, measurable client outcomes while serving as a trusted advisor to clients. You will play a pivotal role in building the infrastructure and playbooks that enable our Client Success organization to grow efficiently.If you want the challenge of contributing to a critical function that fuels the success of Azalea Health, then this may be the role for you.WHAT YOU WILL DO...Manage a high-volume book of business within a designated client segment using scalable, digital-first engagement strategiesLeverage client analytics, usage data, and health scoring metrics to identify trends, risks, and expansion opportunities across your client segmentDesign, implement, and continuously improve scalable CSM programs, playbooks, and workflows tailored to high-volume client segmentsMonitor key performance indicators including product adoption rates, feature utilization, engagement metrics, retention risk signals, and expansion indicatorsUse data-driven insights to prioritize outreach efforts, automate engagement touchpoints, and tailor success strategies at scaleDevelop client segmentation strategies based on usage patterns, maturity levels, and business outcomes to optimize resource allocationBuild and refine predictive models to identify at-risk customers before churn indicators become critical, enabling proactive intervention strategiesConduct cohort analyses to understand customer behavior patterns, lifecycle trends, and the impact of various engagement strategies on retention and expansionPerform root cause analysis on churn events, feature adoption challenges, and engagement drop-offs to inform strategic improvementsCreate and maintain dashboards and reporting mechanisms to track portfolio health, client satisfaction trends, and program effectivenessDeliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realizationDevelop and execute proactive campaigns to drive adoption of new features, products, and services across your client segmentBuild and maintain relationships with key stakeholders across your portfolio, including executive-level contacts where appropriateServe as a trusted advisor while leveraging repeatable processes and automation to ensure consistent client experiencesIdentify upsell, cross-sell, and expansion opportunities based on client goals, usage patterns, product adoption levels, and organizational maturityPartner closely with Sales and Account Management teams to support renewal conversations, expansion initiatives, and growth strategiesConnect clients with relevant third-party integrations, partner solutions, and additional resources that support their business objectivesMaintain updated knowledge of Azalea Health's software products and services – with the ability to perform demonstrations of all Azalea products and services to clients as neededPerform other duties as assignedBACKGROUND AND SKILLS YOU WILL BRING... Bachelor's degree in Business Administration, Business Management or related field or relevant equivalent experience required 3-5 years of experience in SaaS Client Success; 2+ years of experience in Healthcare IT, Client Support required Prior demonstrated experience with building and managing scalable client engagement programs and playbooksStrong analytical skills with proven ability to leverage data, metrics, and client health scoring to drive decisions and prioritize activitiesDemonstrated results in driving client adoption and advocacyAbility to influence through persuasion, negotiation, and consensus buildingAbility to juggle multiple projects and initiatives simultaneously and effectively collaborate across internal teams while working in a fast-paced environmentExcellent communication skills, both written and verbal, are essential, as is the ability to collaborate with other teams and stakeholdersAbility to travel up to 20% SUCCESS LOOKS LIKE...Being aggressive and taking initiative; we trust you to move the needle forwardDoing the job; outcomes are just as important as strategy Being adaptable and amenable to meet the changes of a dynamic and evolving industry Demonstrating humility; partnership and collaboration define who we are and how we operateTapping into your innovative side; conventional is not always correct HOW WE INVEST IN YOU...Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, telehealth, and life insuranceGenerous employer sponsored subsidy towards employee's medical insurance premiumsAzalea Health covers 100% of the premiums for Life AD&D, Telehealth, and Long-Term Disability for all eligible full-time employeesBalance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.Economic opportunity: Competitive total rewards package that offers competitive pay and advancement opportunitiesAzalea Health's EEO Statement Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.