Client Support Manager

The 90’s called and want their discs back. ClearpatheliminatesCDs by enabling healthcare facilities to securely share medical images and documents with patients, providers, and third parties. We partner with 1,800+ facilities, all major PACS/RIS/EMR platforms, and leading healthcare technology companies through both direct and white-label solutions. We are seeking a highly capable and resourceful Client Success Manager to work directly under our Director of Client Success, supporting day-to-day client operations, escalations, and platform expertise across the Clearpath ecosystem. This role resides on our support team; this is not an account management role. The ideal candidate will become a trusted extension of the Director who is capable of owning escalations, supporting complex workflows, and developing deep expertise in our platform and customer environments. This is a hands‑on, high‑accountability role, not a traditional relationship management position. Key Responsibilities Handle a high volume of complex support issues & act as a secondary escalation point on the support team for client issues. Able to step in and manage high‑priority situations with confidence and clarity. Develop deep expertise in the Clearpath platform, including workflows across legal, patient, and provider use cases. Support complex client scenarios, troubleshooting issues across integrations, workflows, and user access. Partner closely with the Director of Client Success to manage day‑to‑day client operations and priorities. Lead client‑facing interactions when needed, including training sessions, workflow reviews, and issue resolution calls. Use Zoho to track, manage, and prioritize escalated customer support tickets & activity with strong documentation and follow‑through. Identify patterns in support issues and proactively recommend process or product improvements. Support onboarding and ongoing training for both clients and internal team members. Collaborate cross‑functionally with Implementation, Product, IT, Account Management, and Sales teams. What Success Looks Like Can independently handle escalations that previously required Director‑level involvement. Builds strong credibility with clients through clear, confident communication. Demonstrates deep understanding of platform workflows and use cases. Reduces dependency on a single subject matter expert across the team. Improves response times, issue resolution quality, and overall client satisfaction. Contributes to internal knowledge sharing and team enablement. Requirements Experience 4–7+ years in client success, customer operations, or technical support within a SaaS or healthcare technology environment. Experience handling escalations and complex client issues. Familiarity with healthcare workflows (imaging, HIM, Release of Information (ROI), or interoperability) strongly preferred. Familiarity with legal request processing, medical record fulfillment, and image release workflows. Experience working with ROI vendors (e.g., MRO, Verisma, Sharecare, etc.) or within hospital/imaging center medical records departments. Understanding of healthcare data exchange, compliance considerations, and operational workflows related to patient records. Experience with ticketing/support systems (Zoho preferred; Zendesk, HubSpot, etc. acceptable). Skills Strong problem‑solving and troubleshooting ability across technical and operational workflows. Excellent communication skills, especially in high‑pressure or escalated situations. Ability to operate independently and take ownership of issues end‑to‑end. Highly organized with strong attention to detail. Comfortable learning complex systems and becoming a subject matter expert. Preferred Qualifications Calm under pressure; able to deescalate challenging client situations. Naturally curious and driven to understand how systems and workflows function. Takes initiative and does not rely on constant direction. Strong sense of accountability and follow‑through. Thrives in a fast‑paced, evolving environment. Reporting Structure Reports directly to the Director of Client Success. Works closely on the Support team, & partners with Implementation, Product, IT, Sales, and Account Management teams. #J-18808-Ljbffr