Client Success Manager

Medical Informatics Engineering/Enterprise Health

6d•Remote

About The Position

Enterprise Health is establishing a dedicated Client Success Management (CSM) function to address a critical gap where Account Management has been informally handling CSM responsibilities. This new role will provide a clear signal on client health, adoption, and sentiment. The CSM will manage the operational client relationship post-go-live, focusing on driving adoption, generating crucial client health and Voice of Customer (VoC) data for commercial decisions, and resolving escalations that go beyond standard support. The CSM is responsible for demonstrating the value that justifies continued and expanded client investment in Enterprise Health, without carrying sales quotas or negotiating contracts. Account Management will retain accountability for the commercial relationship and all renewals.

Requirements

3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
Strong written and verbal communication; able to manage escalations calmly under client pressure
Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions

Nice To Haves

Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)

Responsibilities

Own the onboarding success plan and adoption/engagement plan for each assigned account once Deployment hands off a live client.
Monitor adoption trends and proactively intervene where usage lags expectations.
Shadow deployments prior to handoff so the account transition carries context, not a cold start.
Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment — rather than relationship intuition alone.
Own Voice of Customer signal generation, feeding the Client Success Leader's aggregated, prioritized theme set for Product leadership review.
Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in.
Take ownership of Support escalations that meet defined triggers: repeat tickets on the same root issue, client language signaling relationship risk, an SLA breach on a dedicated account, anything touching contract or scope, an unresponsive client, or a change in client contact.
Own Tier 1 Account Management escalations directly, and share ownership of Tier 2 escalations with the Client Success Leader — enriching the AM's initial case record with technical detail and driving it through resolution.
Serve as the client relationship owner on complex, multi-phase recovery efforts, working alongside PMO (project plan) and Deployment (where the issue is implementation-related).
Identify and flag expansion opportunities surfaced through day-to-day engagement, routing them to Account Management for pursuit and close.
Provide health input into renewal conversations, without owning renewal negotiation or outcome.
Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content.
Own the operational components of the account strategic plan, with Account Management owning the commercial components.