Customer Success Manager

Customer Success ManagerWe are seeking a proactive, relationship-driven Customer Success Manager (CSM) with healthcare industry experience to serve as a strategic partner to customers throughout their lifecycle. This role is responsible for driving customer engagement, satisfaction, product adoption, retention, and growth while ensuring customers realize measurable value from Healthix solutions and services. The Customer Success Manager will build strong relationships with community and healthcare partners, serve as a trusted advisor across customer, community, city, and state initiatives, and develop a deep understanding of customer goals, workflows, and challenges. Success in this role requires aligning Healthix offerings to customer business objectives, identifying opportunities to expand value, and collaborating cross-functionally to deliver exceptional customer experience.Key responsibilities include:Managing a portfolio of customer accounts and serving as the primary point of contact for relationship management, strategic guidance, and issue resolution.Leading customer onboarding and implementation support to ensure a smooth transition, strong adoption, and early value realization.Building and maintaining trusted relationships with key customer stakeholders, including executive leaders, clinical teams, operational users, and IT partners.Developing a deep understanding of customer workflows, organizational priorities, and operational challenges to recommend strategies that increase product adoption and long-term value.Monitoring customer health, satisfaction, engagement, and usage trends to proactively identify risks, address concerns, and support retention.Conducting regular business reviews, success planning sessions, and customer feedback meetings to strengthen relationships and inform continuous improvement.Identifying opportunities for account growth, service expansion, and cross-functional support by aligning customer needs with Healthix capabilities.Partnering with internal sales, product, project management, and operations teams to ensure alignment on customer goals, escalations, and strategic initiatives.Creating and delivering presentations, account plans, and customer-facing materials that clearly communicate value, progress, and recommend next steps.Maintaining accurate account documentation in CRM systems, including activity tracking, customer updates, risks, opportunities, and performance reporting.Supporting customer engagement initiatives, industry events, conferences, and in-person meetings to strengthen relationships and expand market presence.Contributing to strategic customer initiatives, including participant-based and organizational programs that advance enterprise and customer success goals.Must participate in person customer engagement events such as Health Fairs and conferences.Qualifications, skills, and competencies include:Bachelor's degree in healthcare administration, Business, Public Health, or a related field.Minimum of four (4+) years of experience in customer success, account management, client services, relationship management, or a comparable customer-facing role, preferably in healthcare or health IT.Experience supporting healthcare customers such as health systems, payers, provider organizations, public health entities, or community-based partners.Demonstrated success driving customer onboarding, adoption, retention, and account growth.Strong ability to build credibility and communicate effectively with executive sponsors, clinicians, operational leaders, and technical stakeholders.Excellent verbal, written, presentation, and consultative communication skills.Strong understanding of healthcare operations, terminology, customer workflows, and technology-enabled solutions.Experience working with EHRs, clinical portals, health information exchange platforms, or other health data systems is strongly preferred.Strong analytical and problem-solving skills, with the ability to interpret customer needs, identify risks, and recommend practical solutions.Highly organized and skilled at managing multiple customer accounts, priorities, and follow-ups in a fast-paced environment.Proficient in Microsoft Office applications and CRM platforms such as Salesforce.Ability to travel for customer meetings, conferences, and on-site engagement events as needed.