Client Success Manager

Careflow•San Francisco, CA

5h•Remote

About The Position

Careflow is a leading provider of referral management software serving post-acute care chains. Our unique product suite offers our customers a unified platform to capture referrals, automate clinical and financial review, communicate with colleagues and case managers, paperless admission packet signing, and gain insight into facility performance. For Careflow customers, there’s no more missed referrals, lost business, hours spent reviewing paperwork, admitting costly patients, and wondering, “what’s happening at my facilities and how can we do better?” They enjoy a command center for their operations and revenue intelligence to run their business. We’re a tight-knit team—working together to solve the largest, most complex challenges in post-acute care. We care about each other, our customers, our industry, and take pride in what we’re building. We’re a competitive group that knows how to balance work and play, with egos checked at the door. As a result, we’ve experienced rapid growth and are looking for the next person to help us continue our market expansion.

Requirements

2-3 years of experience in Account Management or Business Development within the Healthcare industry.
Specific experience in Skilled Nursing (SNF) and/or Behavioral Health environments is highly preferred.
Direct experience using or managing platforms that support healthcare operations (e.g., CRM, EMR/EHR, or Referral Management software).
Exceptional communication skills with the ability to translate technical details for non-technical users.
Proven ability to manage multiple client lifecycles or facility relationships simultaneously.
A proactive, "owner" mindset with a passion for problem-solving.
Must maintain strict confidentiality and adhere to HIPAA guidelines regarding patient data and Protected Health Information (PHI).

Responsibilities

Serve as the "face of Careflow" for clients post-sale, owning the relationship across the entire lifecycle.
Take complex internal updates (product fixes, new features, or technical timelines) and translate them into clear, value-driven messaging for our clients.
Drive the cadence of follow-ups to ensure clients feel heard, prioritized, and supported.
Act as the client-facing layer for reported issues, providing a bridge between the client and our technical resources.
Own the process of acknowledging issues, setting realistic expectations, and following through until resolution.
Coordinate with internal teams to prioritize fixes and escalate critical issues to leadership when necessary.
Own the timeline, communication, and coordination during the critical onboarding phase to keep clients aligned and moving forward.
Partner with the team on integrations and training, while working with leadership on strategy and high-level escalations.
Run regular check-ins and light QBR-style conversations to ensure clients feel supported and seen.
Monitor platform usage to ensure clients are fully adopting the toolset.
Identify early churn risk signals and proactively address client concerns.
Identify upsell opportunities within your book of business.
Support renewal conversations and surface opportunities to sales/leadership for closing.