Senior Customer Success Manager

Senior Customer Success Manager
Location: Marlborough, Ma, remote
Travel: Approximately 25%

Our client is a leading healthcare analytics company dedicated to helping risk-bearing organizations succeed in value-based care. Our CareSpace platform delivers advanced solutions in data integration, population health analytics, quality reporting, and care management. We empower health systems, ACOs, IPAs, MSOs, and health plans to optimize care outcomes and performance across their contracts.

Position Summary

We are seeking a Senior Customer Success Manager to lead strategic relationships with key healthcare clients. In this role, you will serve as a trusted advisor to senior stakeholders and be accountable for client engagement, satisfaction, and growth. You will ensure the delivery of exceptional outcomes and help drive retention and expansion within enterprise-level accounts.

Key Responsibilities

• Own the post-sale client lifecycle, ensuring seamless onboarding and consistent value realization.
• Serve as the main point of contact for enterprise clients, cultivating long-term, trusted partnerships.
• Develop and execute account strategies focused on client retention, renewals, and upsell opportunities.
• Conduct regular touchpoints, including Quarterly Business Reviews (QBRs), to communicate performance, ROI, and growth potential.
• Monitor account health, proactively address risks, and drive resolutions to maintain client satisfaction.
• Partner cross-functionally with Sales, Product, Clinical, and Implementation teams to ensure client success.
• Advocate internally for client needs, contributing to product enhancements and service improvements.
• Maintain up-to-date documentation, including account plans, CRM updates (Hubspot/Salesforce), and activity tracking.

Qualifications

• 5 years of experience in customer success, client services, or healthcare consulting, ideally within enterprise SaaS or healthcare environments.
• Proven success managing large-scale clients with complex, six-figure contracts.
• Strong knowledge of healthcare ecosystems-particularly ACOs, MSOs, IPAs, Health Systems, and Health Plans.
• Exceptional communication and presentation skills, with the ability to simplify complex topics for diverse audiences.
• Highly organized and self-directed, capable of managing multiple accounts and projects simultaneously.
• Experience analyzing client KPIs and creating actionable insights through data-driven reporting.

Preferred Qualifications

• Hands-on experience with population health management, care coordination, or healthcare analytics tools.
• Background in value-based care or healthcare technology solutions.
• Exposure to growth-stage companies ($10-50M in revenue) is a plus.
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.