What are the responsibilities and job description for the Customer Success Manager position at HealthEdge?
Overview
Position Overview :
The Customer Success Manager (CSM) willbe responsible forexecutingcustomerstrategy foranassigned book of business andwilloperateas the data-to-day customer lead. This individual willdrive operational excellence andcultivate partnershipsinternally and externallyof assigned customers, striving to maximize the impact and value ofWellframe’sdigital health management solutions.
The CSM will be part of the Customer Success team, report to the Executive Customer Partner and collaborate closely with teams across the organization toincludeSales, Product, Engineering, Digital Adoption and the Data and Analytics teams to achieve customer goals. The position’s success measures willincludeclient satisfaction,advocacy,adoption,and retention.
About Care Solutions :
Our Care Solutions teamunites the powerful capabilities ofGuidingCareandWellframeto transform care delivery and member engagement in healthcare.GuidingCareexcels in offering an integrated care management platform that streamlines workflows, enhances collaboration, and drives better health outcomes for members.Wellframecomplements this by providing a digital care management solution that connects health plans with their members through personalized resources and support. Care Solutions empowers healthcare organizations with the technology to make smarter, faster decisions while fostering meaningful connections with members. Our Care Solutions create new standards of care management and member support, paving the way for a healthier, more connected future.
Your Impact :
Develop andmaintainstrong relationships with key customer stakeholders
Lead regular and project specific customer meetings
Drive Best Practice implementation toincludemembermarketing, platform configurations, workflows and collaborating with internal SME’s
Track customer key performance indicators (KPIs); create andmaintainSuccess Scorecards
Leverage customer data to provide clear,informative,and relevant information to drive improvements and solve complex problems
SupportCustomer Partnerswith the development ofcustomer QBR and strategy meeting execution
Act as support between customer and implementation team for new implementations or current customer expansion opportunities.
Intake customer service requests, product inquiries and system errors; resolve when possible or escalate to theappropriate deliveryteams for next-level activities
Advocate for customer needs internally across the business
Communicate consistently and proactively with customers to address their needs;anticipatepotential concerns and ensure a great customer experience
Develop strong, collaborativerelationships internallyand externally
Maintain up to date customer documentation
Participate in Client Success Team collaboration sessions; create case studies,artifacts,or tools to support continuous learning and knowledge sharing
Performing all job functions consistent withHealthEdgepolicies and procedures, including those which govern handling PHI and PII
What You Bring :
5-8 years of relevant work experienceleading customer accounts
Bachelor’s Degree or equivalent experiencedemonstratingaccount managementandproject management skills in a technical environment
Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
Demonstrated ability to communicate with a wide range of internal and client stakeholders(including executive leadership)through clear,informed,and relevant communications (verbal and written)
Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
Ability to convey difficult messages with confidence,tact,and diplomacy
Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
Excellent meeting management and facilitation skills
Experience with data analytics andtools suchas Looker or Tableau
Healthcare industry experience a plus
Salesforce, ServiceNow, and JIRA experience a plus
The ability to use data to enable insightful communications and inform business decisions
A natural strength at building relationships and an ability to actively listen
A fundamental mindset to be flexible and resilient systems thinker – ready,willing,and able to roll up your sleeves to help solve unique business problems in ambiguous andshifting conditions
A team player who thrives in collaborative environments while being very results driven
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility : WhileHealthEdgeislocatedinBurlington, MA you may live anywhere in the US
Type of Employment : Full-time, permanent
Work Environment : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job :
The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work across multiple time zones in a hybrid or remote work environment.
Long periodsof time sitting and / or standing in front of a computer using video technology.
May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
LI-Remote
Job Locations US-Remote
ID 2025-6258
Category Hidden (29004)
Position Type Full-Time
HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
