Client Success Manager

Authenticx•Indianapolis, IN

11h•Hybrid

About The Position

Authenticx is on a mission to help humans understand humans. Our software platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise. As a Client Success Manager (CSM) at Authenticx, you will serve as the strategic lead for a small number of enterprise healthcare organizations, acting as a trusted advisor and platform expert responsible for translating conversational intelligence into measurable business outcomes. This is a high-touch, consultative role designed for depth of engagement over high-volume portfolio management. Rather than managing a large book for accounts, you will deeply focus on 8-10 clients with a combined annual contract value of $2-3 million, operating as an embedded strategic partner and technical guide.

Requirements

Bachelor's degree in business, Healthcare, Informatics, or other relevant fields.
5+ years in Enterprise B2B SaaS environment in a strategic, consultative or solutions-oriented, client facing role.
Demonstrated experience leading executive-level business reviews, strategy sessions, or training
Experience translating technical or analysis-drive platforms into operational outcomes.
Customer Retention: Proven track record of driving customer success, retention, and growth in high-value accounts.
Healthcare Expertise: Strong understanding of healthcare industry challenges and regulatory requirements (HIPAA, FDA).
Executive Facilitation: Exceptional ability to lead high-impact discussions with senior stakeholders.
Technical Translation: Skilled at simplifying complex technical concepts without oversimplifying their strategic impact.
Relationship Builder: Excellent communication and relationship-building skills.
Strategic Problem-Solver: Strong problem-solving and strategic thinking abilities.
Cross-Functional Collaboration: Ability to work cross-functionally and collaborate with sales, product, and support teams.
Curiosity & Diagnostic Thinking: Naturally inquisitive, able to ask probing questions that surface underlying business needs.
Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship now or in the future.

Responsibilities

Client Engagement & Advocacy: Develop and maintain strong, long-term relationships with clients. Facilitate group discussions connecting platform insights and features to enterprise KPIs and organizational priorities.
Customer Training: Act as a product expert, ensuring clients are fully trained on the platform's features and capabilities. Host workshops and training sessions as needed to translate platform functionality into strategic application.
Reporting & Insights: Provide clients with regular platform reports tied to client objectives, highlighting key performance indicators (KPIs) and return on investment (ROI).
Platform Adoption & Utilization: Monitor and drive platform adoption and usage. Identify usage gaps and opportunities for improvement, providing tailored solutions and best practices to maximize value.
Strategic Consulting: Understand each client's business challenges and objectives, mapping these to our platform's solutions. Partner with Sales to identify growth opportunities, upselling new features or expansions.
Proactive Communication: Conduct regular meetings and workshops with clients (weekly/monthly) to provide updates on platform usage, new features, and relevant business insights. Offer proactive suggestions for self-servicing.
Issue Resolution: Collaborate with internal teams (Support, Product, Engineering) to address any customer issues, ensuring swift and efficient resolution.

Benefits

A culture based on our core values of Authenticity, Courage and Having Fun
A collaborative environment that supports your personal and professional development
Remote/virtual working flexibility
Free health insurance options
Comprehensive benefits - medical, vision, dental, life, and disability insurance
HSA and FSA plans
401(K)
Unlimited vacation time
Generous paid holidays, sick leave, and parental leave
Perks at Work membership for discounts on shopping, travel and much more