Principal, Client Success Manager

Veradigm•Raleigh, NC

35d

About The Position

The Principal Client Success Manager (CSM) serves as a senior strategic advisor to Veradigm’s most complex and high-impact clients, representing the voice of the client within Veradigm and the voice of Veradigm to the client. The Principal CSM is accountable for strengthening executive relationships, accelerating solution adoption, identifying growth opportunities, protecting revenue, and mitigating client attrition. Operating with a high degree of autonomy, the Principal CSM brings together client executives and senior cross-functional stakeholders to align Veradigm’s solutions, services, and strategic roadmap with the client’s financial, operational, and regulatory priorities. This role anticipates risks, identifies systemic issues, and leads coordinated action across Product, Operations, Support, Services, Sales, Finance, and other teams to deliver measurable client outcomes. The Principal CSM also serves as a thought leader within the Client Success organization. This individual establishes best practices, influences client engagement strategy, mentors other Client Success Managers, and helps improve the processes and operating models used to manage Veradigm’s client portfolio.

Requirements

10+ years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field
5+ years of experience at the Expert Client Success Manager level or equivalent experience managing highly complex, strategic client relationships
Demonstrated experience advising executive stakeholders and influencing decisions across client and internal leadership teams
Experience leading complex, cross-functional initiatives without direct authority
Strong payer or health plan industry experience
Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations
Proven ability to connect client objectives with measurable business, financial, operational, and regulatory outcomes
Strong analytical skills and experience using data to assess client health, identify trends, and guide decisions
Advanced problem-solving and root cause analysis capabilities, with a natural curiosity and willingness to investigate complex issues
High attention to detail and the ability to manage multiple strategic priorities in a complex environment
A proactive approach to identifying risks, resolving issues, and streamlining operational processes
Excellent executive communication, facilitation, negotiation, and relationship-management skills
Demonstrated ability to mentor others, establish best practices, and influence organizational improvements
Knowledge, Skills, and Abilities: Strategic Thinking and Thought Leadership, Executive Relationship Management, Client Health Awareness and Management, Client Advocacy, Payer and Healthcare Industry Expertise, CMS and Regulatory Awareness, Veradigm Market and Product Knowledge, Business and Financial Acumen, Client Expectations Management, Cross-Functional Leadership and Influence, Risk Identification and Mitigation, Root Cause Analysis and Problem-Solving, Analytical Proficiency, Operational Process Improvement, Executive Communication and Facilitation, Initiative, Accountability, and Sound Judgment

Responsibilities

Serves as the primary strategic and operational advisor for Veradigm’s most complex, high-value, or high-risk client relationships
Develops trusted relationships with client executives and senior decision-makers, connecting Veradigm’s capabilities to the client’s strategic, financial, operational, and regulatory priorities
Leads complex, cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Product, Support, Finance, and Operations
Creates and drives comprehensive client success plans with clear objectives, measurable outcomes, risks, dependencies, and executive-level accountability
Facilitates strategic roadmap planning across current and future initiatives, aligning Veradigm solution investments and release plans with client priorities
Leads executive operational reviews and participates in Strategic Business Reviews, translating performance data, client feedback, and business trends into actionable insights and recommendations
Provides advanced consultative guidance on client growth plans, solution adoption, workflow optimization, and opportunities to expand the Veradigm footprint
Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms
Identifies emerging risks and systemic issues before they materially affect client outcomes, revenue, regulatory compliance, or the broader client portfolio
Leads cross-functional resolution of critical escalations, establishing clear ownership, priorities, timelines, and communication plans
Ensures oversight and executive visibility for complex Veradigm services initiatives, including progress, dependencies, risks, and business outcomes
Advises clients and internal stakeholders on regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions
Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents
Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices
Leads root cause analysis for recurring or high-impact issues and influences sustainable corrective actions across teams
Supports resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable
Facilitates senior-level discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not resulted in progress
Leads client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, and translates feedback into measurable improvement plans
Develops strong reference accounts by documenting and communicating client outcomes, success stories, and demonstrated value
Identifies trends across accounts and provides actionable insights to influence Veradigm’s product roadmap, service delivery, client engagement strategy, and operational priorities
Establishes and promotes Client Success best practices, scalable processes, tools, and engagement standards
Mentors Expert and other Client Success Managers, providing guidance on executive engagement, account strategy, escalations, and complex client situations
Leads strategic initiatives that improve client outcomes and advance the maturity and effectiveness of the Client Success organization