Senior Customer Success Manager (Remote)

Remote (US-based)

East Coast Hours

About Candor Health
Candor Health is a healthcare intelligence platform that is powering companies with high quality, transparent, and actionable data in the US on doctors, facilities, insurance plans, costs, and more. We believe that providing higher quality, transparent data not only leads to better decisions, but creates greater trust and confidence for the entire healthcare ecosystem. We are creating our dataset by indexing over 1,000 sources on a monthly basis, with human and automated verification. We have built a high quality data set that has been baked off favorably against other healthcare data vendors, including public companies and startups that have been compiling healthcare data for many years. We are backed by some of the most prominent VCs and angels in healthcare who have a track record of building very successful technology companies.

Life at Candor
At Candor, everyone is a leader. The areas you own are yours to build and progress. Best ideas win! We value a culture where the team not only enjoys working together to solve some of the biggest data challenges in the healthcare industry, but also has fun doing it. Building a great company is hard work but work-life balance is also important.

About the Role
As a Senior Customer Success Manager at Candor Health, you will play a pivotal role in ensuring our clients success. You will serve as a trusted advisor, technical consultant, and strategic partner to our clients, working closely with them to understand their unique challenges and how Candor Healths product suite can address their needs. This is not just a traditional relationship management role - you are expected to roll up your sleeves, dig into the data, and bring deep analytical intuition to every client engagement. With your expertise and dedication, you will nurture strong relationships, drive product adoption, and help our clients achieve their desired outcomes. You will bridge the gap between our product and our clients business objectives through proactive project management, expert storytelling, and technical ownership.

Responsibilities
Client Relationships & Strategic Advisory

Serve as the primary point of contact for your book of clients, leading calls independently and driving follow-up action items to closure

Act as a trusted strategic advisor: understand each clients business goals, ask open-ended questions, and translate Candors data into compelling narratives that directly address client priorities

Build strong relationships that enable clients to feel heard, valued, and well-served at every touchpoint

Navigate organizational complexity with executive presence, communicating confidently with senior stakeholders

Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise clients

Technical Ownership & Data Fluency

Develop strong knowledge of Candors platform, data structures, and underlying sources, with the goal of fielding the majority of client questions

Investigate client data questions, replicating issues independently and owning the triage process

Build and interpret data to surface actionable insights, translating the data into clear business stories

Proactive Account Management

Manage complex client projects end-to-end: own timelines, mitigate risk, and hold both internal and external teams accountable

Take full ownership of client health - you proactively run in the direction of problems rather than waiting for issues to elevate

Provide ongoing support and guidance to clients, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes

Drive client retention and expansion, proactively identifying risks and uncovering opportunities for expansion

Monitor client satisfaction proactively and maintain clear, up-to-date tracking of open action items, risks, and milestones across your portfolio

Conduct regular business reviews with clients, identifying opportunities for growth, expansion, and upsells of Candors solutions

Strong problem-solving and decision-making skills, with the ability to navigate complex situations and find creative solutions

Cross-Functional Collaboration & Product Feedback

Partner with Sales to support prospects, and work to identify upsell opportunities within the existing client base

Contribute to documentation and enablement resources that empower clients to get maximum value from Candors data

Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting clients in maximizing their usage

Collaborate with Engineering and Product on high-visibility implementations and ongoing projects

Leverage client feedback to inform product enhancements while prioritizing client needs and expansion opportunities

Qualifications
Experience

8+ years in a client-facing role in implementation, customer success, account management, technical account management, or a related role, preferably within healthcare technology or the payer space

Demonstrated track record of managing complex, high-value accounts and exceeding retention and expansion targets

Strong understanding of the healthcare industry, including prior experience working with payers, health systems, and/or digital health companies strongly preferred

Technical Skills

Advanced Excel – you can build models, manipulate large datasets, write formulas, and turn data into client-ready outputs while telling a story

Strong analytical, problem-solving, and data investigation abilities – you can interpret trends, identify anomalies, and drive conclusions

Experience with Jira, Google Suite, Slack, AI tooling, and advanced Excel skills

Comfort writing basic data queries (preferred) and/or working directly with structured data to investigate client questions

Experience with APIs

Soft Skills & Working Style

Excellent communication skills, including executive presence and strong presentation skills – you can tell a compelling data story to both an engineer and a C-suite audience and adjust your communication style accordingly

Highly proactive – you own your action items, you close the loop without being asked, and you run toward problems

Self-sufficient learner – you take organized notes, ask good questions, and actively build your own knowledge of our product and industry without waiting to be trained

Strong project management instincts – you set timelines, manage competing priorities, and keep clients and internal teams aligned

Empathetic but clear – you can advocate for clients internally while also setting appropriate expectations externally

Collaborative team player with an entrepreneurial spirit – you bring ideas, not just execution

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