Digital Scale Client Success Manager

Azalea Health Innovations • Atlanta, GA

6d

About The Position

IN SUMMARY... Azalea Health is seeking a highly analytical and operationally-focused Digital Scale Client Success Manager to drive adoption, engagement, and value realization across a high-volume portfolio of clients. This role is critical to scaling our Client Success programs, processes, and insights to efficiently support a large and diverse client base through data-driven strategies and repeatable processes. The ideal candidate is passionate about using data, automation, and scalable methodologies to deliver consistent, measurable client outcomes while serving as a trusted advisor to clients. You will play a pivotal role in building the infrastructure and playbooks that enable our Client Success organization to grow efficiently. If you want the challenge of contributing to a critical function that fuels the success of Azalea Health, then this may be the role for you . WHAT YOU WILL DO... Manage a high-volume book of business within a designated client segment using scalable, digital-first engagement strategies Leverage client analytics, usage data, and health scoring metrics to identify trends, risks, and expansion opportunities across your client segment Design, implement, and continuously improve scalable CSM programs, playbooks, and workflows tailored to high-volume client segments Monitor key performance indicators including product adoption rates, feature utilization, engagement metrics, retention risk signals, and expansion indicators Use data-driven insights to prioritize outreach efforts, automate engagement touchpoints, and tailor success strategies at scale Develop client segmentation strategies based on usage patterns, maturity levels, and business outcomes to optimize resource allocation Build and refine predictive models to identify at-risk customers before churn indicators become critical, enabling proactive intervention strategies Conduct cohort analyses to understand customer behavior patterns, lifecycle trends, and the impact of various engagement strategies on retention and expansion Perform root cause analysis on churn events, feature adoption challenges, and engagement drop-offs to inform strategic improvements Create and maintain dashboards and reporting mechanisms to track portfolio health, client satisfaction trends, and program effectiveness Deliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realization Develop and execute proactive campaigns to drive adoption of new features, products, and services across your client segment Build and maintain relationships with key stakeholders across your portfolio, including executive-level contacts where appropriate Serve as a trusted advisor while leveraging repeatable processes and automation to ensure consistent client experiences Identify upsell, cross-sell, and expansion opportunities based on client goals, usage patterns, product adoption levels, and organizational maturity Partner closely with Sales and Account Management teams to support renewal conversations, expansion initiatives, and growth strategies Connect clients with relevant third-party integrations, partner solutions, and additional resources that support their business objectives Maintain updated knowledge of Azalea Health's software products and services – with the ability to perform demonstrations of all Azalea products and services to clients as needed Perform other duties as assigned

Requirements

• Bachelor's degree in Business Administration, Business Management or related field or relevant equivalent experience required
• 3-5 years of experience in SaaS Client Success; 2+ years of experience in Healthcare IT, Client Support required
• Prior demonstrated experience with building and managing scalable client engagement programs and playbooks
• Strong analytical skills with proven ability to leverage data, metrics, and client health scoring to drive decisions and prioritize activities
• Demonstrated results in driving client adoption and advocacy
• Ability to influence through persuasion, negotiation, and consensus building
• Ability to juggle multiple projects and initiatives simultaneously and effectively collaborate across internal teams while working in a fast-paced environment
• Excellent communication skills, both written and verbal, are essential, as is the ability to collaborate with other teams and stakeholders
• Ability to travel up to 20%

Responsibilities

• Manage a high-volume book of business within a designated client segment using scalable, digital-first engagement strategies
• Leverage client analytics, usage data, and health scoring metrics to identify trends, risks, and expansion opportunities across your client segment
• Design, implement, and continuously improve scalable CSM programs, playbooks, and workflows tailored to high-volume client segments
• Monitor key performance indicators including product adoption rates, feature utilization, engagement metrics, retention risk signals, and expansion indicators
• Use data-driven insights to prioritize outreach efforts, automate engagement touchpoints, and tailor success strategies at scale
• Develop client segmentation strategies based on usage patterns, maturity levels, and business outcomes to optimize resource allocation
• Build and refine predictive models to identify at-risk customers before churn indicators become critical, enabling proactive intervention strategies
• Conduct cohort analyses to understand customer behavior patterns, lifecycle trends, and the impact of various engagement strategies on retention and expansion
• Perform root cause analysis on churn events, feature adoption challenges, and engagement drop-offs to inform strategic improvements
• Create and maintain dashboards and reporting mechanisms to track portfolio health, client satisfaction trends, and program effectiveness
• Deliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realization
• Develop and execute proactive campaigns to drive adoption of new features, products, and services across your client segment
• Build and maintain relationships with key stakeholders across your portfolio, including executive-level contacts where appropriate
• Serve as a trusted advisor while leveraging repeatable processes and automation to ensure consistent client experiences
• Identify upsell, cross-sell, and expansion opportunities based on client goals, usage patterns, product adoption levels, and organizational maturity
• Partner closely with Sales and Account Management teams to support renewal conversations, expansion initiatives, and growth strategies
• Connect clients with relevant third-party integrations, partner solutions, and additional resources that support their business objectives
• Maintain updated knowledge of Azalea Health's software products and services – with the ability to perform demonstrations of all Azalea products and services to clients as needed
• Perform other duties as assigned

Benefits

• Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, telehealth, and life insurance
• Generous employer sponsored subsidy towards employee's medical insurance premiums
• Azalea Health covers 100% of the premiums for Life AD&D, Telehealth, and Long-Term Disability for all eligible full-time employees
• Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
• Economic opportunity : Competitive total rewards package that offers competitive pay and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees