Client Success Manager

Clearwave Corporation • Atlanta, GA

5d • Remote

About The Position

The Client Success Manager (CSM) is a critical part of Clearwave’s growth strategy. Once a client is live and out of implementation, the CSM owns the relationship and the results: driving deeper adoption, proving measurable outcomes and protecting account health. We are looking for a natural customer advocate who is data-minded, comfortable in front of executives, and energized by a fast-paced environment.

Requirements

• Minimum of two (2) years in a Customer Success Manager role, or 5+ years in a related client-facing SaaS role, with a proven record of driving post-sale adoption and measurable client outcomes.
• Strong business acumen, experience with or demonstrated aptitude for executive-level presentations and analytical comfort turning data into a clear story.
• Strong communication skills, with poise and tact in high-pressure situations.
• Self-directed and organized in a remote, team-based environment.
• Bachelor’s degree from an accredited 4-year college or university, or equivalent experience.

Nice To Haves

• Healthcare SaaS experience strongly preferred.
• Salesforce experience is a plus.
• Willingness to travel 10% to 25%.
• 5+ years of healthcare experience with strong knowledge of the patient intake and patient access process.
• Familiarity with EMR and PM System platforms, revenue cycle workflows, and HIPAA.
• Experience with enterprise or multi-location clients.

Responsibilities

• Drive continued adoption across modules, locations and workflows after go-live, including Voice, Clinical Intake, Reschedule Assist and Payments, guided by success plans tied to client objectives and Clearwave benchmarks.
• Serve as the trusted partner for a book of 30 to 40 clients, building relationships with practice administrators, executives, operations and revenue cycle leaders, front office teams and IT.
• Build and present performance dashboards and business reviews that translate portal data into business value, with revenue impact first, operational efficiency second and patient experience as the enabler of both.
• Maintain account health scores, investigate meaningful drops, flag at-risk accounts early, and coordinate with Account Management when a client is evaluating a competitor.
• Grow to manage enterprise and multi-location accounts within the first year, with a structured ramp, including enterprise rollups, and understand how each client’s EMR and PM System environment shapes workflows and results.
• Identify and qualify expansion opportunities and hand them to Account Management or Sales with context. Provide usage and outcome insight ahead of renewals, which Account Management leads along with pricing.
• Advocate for clients across Implementation, Support, Product, Sales and Marketing. Bring the voice of the client to Product, and partner with Marketing on references, case studies and webinars.
• Use AI-enabled tools to prepare for client calls and analyze performance and handle client data in line with HIPAA and Clearwave’s PHI policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level