Customer Success Manager

Full-time Description The Customer Success Manager (CSM) for Provider Data Management (PDM) is responsible for driving the successful adoption, satisfaction, retention, and expansion of Leap Orbit's provider data products, primarily our flagship platform, Convergent. At Leap Orbit, "We turn health data into public good." Guided by this mission, this role serves as the trusted advisor and primary point of contact for our enterprise payer, health plan, and Health Information Exchange (HIE) customers. The individual will work directly for the Director, Head of Product. This role will collaborate closely with cross-functional teams comprised of customers, internal staff, third-party consultants, technology suppliers, and member/participant staff and vendors to achieve Leap Orbit deliverables. They will ensure that Leap Orbit customers receive a best-in-class experience rooted in data quality, accurate provider directories, and a relentless pursuit of interoperability to drive efficiency, quality, and trust. This position is also expected to support the overall operation of Leap Orbit when needed. Certain tasks may be asked that do not fall into the essential functions of this job. This role offers the flexibility of working from home within the United States (ideally based in Maryland), with the strict requirement that the individual must work East Coast hours. There will be opportunities to attend conferences, trainings, and meetings with key stakeholders as required. Essential Functions Own, manage, and nurture the customer relationship for a portfolio of Leap Orbit's PDM (Convergent) customers, ensuring long-term partnerships, high customer satisfaction, and contract retention. Guide customers through the onboarding and implementation lifecycle post-sale, collaborating with technical implementation engineers and customer teams to ensure on-time, high-value product launches. Gather and synthesize customer requirements, validate assumptions, and collaborate with Product Management and Engineering teams to incorporate feedback into the product roadmap. Lead regular business reviews and status meetings with customer stakeholders to demonstrate product value, review adoption metrics, and align Convergent's capabilities with customer strategic goals. Serve as a domain expert on provider directory regulations, including CMS Interoperability and Patient Access rules, helping customers achieve regulatory compliance and directory accuracy. Monitor customer health scores, contract renewal dates, and utilization metrics; proactively identify at-risk accounts and execute mitigation plans. Partner with Sales and Account Management to identify expansion, up-sell, and professional services opportunities within the existing customer base to drive net revenue retention. Practice humble, ruthless, and constant reprioritization of customer needs and support escalations, ensuring resources are focused on the highest-impact resolutions. Guide customers through system updates, API integrations (including FHIR-based endpoints), and portal configurations, ensuring uninterrupted access to their provider directories. Create and maintain customer-facing onboarding documentation, training materials, and FAQs to facilitate self-service adoption and minimize support ticket volumes. Complies with company policies, procedures, and security regulations (including HIPAA safeguards as a Business Associate). Attend routine team and status meetings. Must work East Coast hours to align with East Coast customers and headquarters operations. If not local, ability to travel to HQ (Columbia, Maryland) or customer sites on a quarterly basis to participate in planning sessions, stakeholder meetings, and team collaboration events. Performs other related duties to support overall customer success and company operations. Requirements Behavioral and Technical Competencies Excellent in time management with the ability to manage multiple customer workstreams. Self-motivated and proactive with a strong sense of ownership. Deep understanding of healthcare data environments, particularly provider data workflows, credentialing, directory maintenance, and health plan operations. Ability to maintain confidentiality and integrity. Ability to confidently work independently and make sound customer success decisions. Ability to be flexible and communicate effectively with team members and customers across multiple time zones. Ability to interact professionally and comfortably with individuals at all levels and fields, from data analysts to C-suite executives. Strong analytical and technical literacy, with the ability to translate data into actionable product insights and comfortably discuss APIs, data integrations, and file transfer protocols (SFTP, JSON, CSV). Ability to become proficient with Company technology. Physical Demands This is a sedentary role which may sit or use a computer for long periods of time. Finger dexterity needed for keyboarding. Extended periods of time reading/viewing computer screens. Required Education and Experience Demonstrated experience in delivering technology solutions or managing customer success in healthcare. Bachelor's Degree or related work experience. Minimum of (3) years' experience as a Customer Success Manager, Implementation Manager, or equivalent customer-facing role in a healthcare technology, health insurance, or payer setting, or equivalent combined background. Effective verbal, written, and interpersonal communication skills with a polished professional presence. Ability to work independently with minimal supervision and within tight deadlines. Proven experience supporting enterprise-grade SaaS products with health plan, payer, or Health Information Exchange (HIE) clients. Exceptional experience with customer and stakeholder engagement in written and verbal communication. Proven ability to communicate effectively with customers and development teams at various levels. Solid understanding of healthcare provider data challenges (directory accuracy, directory maintenance, NPI registries, credentialing, and validation). Demonstrated experience meeting deadlines and delivering incremental product value. Experience in adapting to an innovative and evolving organization and changes in priority. Highly proficient in Microsoft Office Suite including Outlook, Excel, Word, OneNote, SharePoint, and Teams. Must be legally authorized to work in the United States. Preferred Education and Experience Demonstrated professional experience working as a Product Owner, Technical Product Manager, or Business Analyst within a healthcare payer, health plan, or healthcare technology company. Direct experience working at or partnering with major US Health Plans, Medicaid Managed Care Organizations (MCOs), or regional Health Information Exchanges (HIEs) (e.g., Connie). Functional knowledge of healthcare interoperability standards, particularly HL7 v2, v3, and HL7 FHIR APIs for provider directories. Professional Customer Success Certification (e.g., SuccessHACKER) or Certified Scrum Product Owner (CSPO) / Agile Scrum certification. Functional knowledge of product management, customer success, and project management tools (e.g., Jira/Confluence, Aha!, Productboard, or similar). Experience working with distributed or remote teams across U.S. time zones. Leap Orbit Benefits: Medical, Dental, Vision, Disability, Life, Paid Time Off, EAP, 401K Compensation : $125K - $155K,(comp is based on experience and qualifications), Bonus potential Why Leap Orbit? At Leap Orbit, we're transforming healthcare through innovative technology that improves the lives of patients and the professionals who care for them. We believe the best ideas come from talented people who are passionate about solving meaningful challenges in a collaborative, forward-thinking environment. As a member of our team, you'll have the opportunity to work on cutting-edge technology, collaborate with highly skilled professionals, and make a tangible impact on products that are shaping the future of healthcare. We foster a culture of innovation, continuous learning, mutual respect, and accountability, and where every team member is empowered to contribute ideas and grow professionally. If you're looking for more than just a job, if you want to be part of a company where your work matters, your voice is heard, and your career can thrive, then we'd love to meet you. Applicants are expected to complete all live virtual interviews independently and without the use of artificial intelligence tools, automated response generators, or third-party assistance unless expressly authorized in advance by Leap Orbit. This requirement is intended to ensure a fair and consistent interview process and to accurately assess each candidate’s qualifications, communication skills, and experience. Leap Orbit is committed to providing reasonable accommodations throughout the recruitment and interview process in accordance with applicable human rights and accessibility legislation. Candidates requiring an accommodation for any stage of the hiring process are encouraged to notify the Company in advance so appropriate arrangements can be made. Equal Opportunity Employer Leap Orbit participates in E-Verify Salary Description Salary, Exempt + Bonus potential