Software Development/technology

We are seeking a Client Success Manager Level II to oversee a team of client service representatives and ensure the delivery of exceptional service and support to clients. This role will be responsible for managing escalated client inquiries, building strong client relationships, partnering cross-functionally, analyzing client feedback, and implementing strategies that enhance the overall client experience.

The ideal candidate is a strong client advocate, a confident team mentor, and a trusted connector between clients and technical teams. This person will be comfortable supporting complex clients, workflows, and healthcare technology solutions while helping ensure successful client outcomes.

Key Responsibilities

• Demonstrate mastery of the platform and client-specific business processes.
• Collaborate with Client Engagement counterparts to develop tailored plans for assigned clients, ensuring alignment with key client objectives.
• Conduct weekly reviews of client success metrics and proactively intervene to support successful client outcomes.
• Propose and implement processes and controls to improve client effectiveness and overall experience.
• Participate in client meetings to evaluate progress toward strategic objectives, identify opportunities for improved outcomes, provide updates on client initiatives, and address outstanding issues.
• Partner closely with internal team members to expedite the resolution of client issues.
• Organize remote observation sessions with end-users to gather feedback and refine application use cases.
• Respond to customer communications in a timely, effective, and professional manner.
• Investigate and resolve reported bugs and errors while clearly communicating client issues to support timely resolution.
• Monitor post-implementation projects involving existing clients, including vendor onboarding and the implementation of new audit types, workflows, and data.
• Coordinate product training sessions with payers and suppliers as needed.
• Supervise, mentor, and support junior Client Experience Managers and client service representatives.
  

Qualifications

• Bachelor’s degree in business administration, marketing, or a related field, or equivalent professional experience.
• 4+ years of client success or related experience, such as customer success, account management, customer service, renewal sales, training, or technical support, preferably with a sophisticated software solution.
• 4+ years of Payment Integrity experience with an emphasis on SaaS solutions within the healthcare industry, preferred.
• Experience using CRM systems, Microsoft Office Suite, Jira, and other related technical tools.
• Demonstrated experience supervising, mentoring, and developing client service team members.
• Strong interpersonal, customer service, and client relationship management skills.
• Analytical and problem-solving skills with the ability to resolve complex issues.
• Ability to analyze data, identify insights, and make actionable recommendations.
• Customer-centric mindset with a passion for delivering exceptional client experiences.
• Proven ability to collaborate with cross-functional teams, including sales, marketing, product development, and technical teams.
• Familiarity with industry-specific trends, regulations, and best practices related to client experience management.
• Ability to serve as a connector between clients and technical teams, including experience acting as a conduit between clients and developers.
• Ability to ask thoughtful, targeted questions to troubleshoot potential user errors and identify root causes.
• Comfortable working with complex clients, workflows, and varying levels of client experience.
• Strong mentorship background with junior Client Experience Managers or similar roles.
  

Benefits

We offer a competitive benefits package designed to support overall well-being, growth, and work-life balance, including:

• Competitive health benefits to support overall well-being
• Retirement savings support to help plan for the future
• Company-paid financial wellness resources for added peace of mind
• Home office support to help you get set up for success
• Optional pet insurance for the furry members of your family
• Paid holidays and flexible time off to recharge and reset
• Virtual health and wellness resources for convenient support
• Paid parental leave to support growing families
• Professional development support to keep learning and growing
  

About the Role

This opening that will play an important role in supporting client success, operational excellence, and continued growth. The Client Success Manager Level II will help strengthen client relationships, improve processes, mentor team members, and ensure clients receive the support and strategic partnership they need to be successful.