Principal Client Success Manager, Payer

Veradigm

3d•$113,254 - $164,785

About The Position

The Principal Client Success Manager (CSM) serves as a senior strategic advisor to Veradigm’s most complex and high-impact payer clients. The role represents the client within Veradigm and Veradigm to the client, strengthening executive relationships, accelerating solution adoption, identifying growth opportunities, protecting revenue, and mitigating attrition. The Principal CSM operates with substantial autonomy and aligns Veradigm’s solutions, services, and strategic roadmap with clients’ financial, operational, and regulatory priorities by coordinating senior stakeholders across both organizations. The 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. It also contributes thought leadership within Client Success by establishing best practices, influencing engagement strategy, mentoring other CSMs, and improving portfolio-management processes and operating models.

Requirements

10 or more years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field.
5 or more 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.
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 curiosity and willingness to investigate complex issues.
High attention to detail and ability to manage multiple strategic priorities in a complex environment.
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.
Skills and abilities in 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.
Applicants for North American-based positions must be legally authorized to work in the United States or Canada; employment eligibility verification is required as a condition of hire.

Responsibilities

Serve as the primary strategic and operational advisor for complex, high-value, or high-risk client relationships.
Develop trusted relationships with client executives and senior decision-makers, connecting Veradigm’s capabilities to clients’ strategic, financial, operational, and regulatory priorities.
Lead complex cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Product, Support, Finance, and Operations.
Create and drive comprehensive client success plans with clear objectives, measurable outcomes, risks, dependencies, and executive-level accountability.
Facilitate strategic roadmap planning, aligning Veradigm solution investments and release plans with client priorities.
Lead executive operational reviews and participate in Strategic Business Reviews, translating performance data, client feedback, and business trends into actionable recommendations.
Advise clients on growth plans, solution adoption, workflow optimization, and opportunities to expand Veradigm’s presence.
Maintain accurate, actionable client health reporting through Client Health Dashboards and other required mechanisms.
Identify emerging risks and systemic issues before they materially affect client outcomes, revenue, regulatory compliance, or the broader client portfolio.
Lead cross-functional resolution of critical escalations, establishing ownership, priorities, timelines, and communication plans.
Ensure oversight and executive visibility for complex Veradigm services initiatives, including progress, dependencies, risks, and business outcomes.
Advise clients and internal stakeholders on regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions.
Deliver timely client communications about business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents.
Identify and ensure execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices.
Lead root cause analysis for recurring or high-impact issues and influence sustainable corrective actions across teams.
Support resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable.
Facilitate senior-level discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not progressed.
Lead client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, and turn feedback into measurable improvement plans.
Develop reference accounts by documenting and communicating client outcomes, success stories, and demonstrated value.
Identify trends across accounts and provide actionable insights to influence product roadmaps, service delivery, client engagement strategy, and operational priorities.
Establish and promote Client Success best practices, scalable processes, tools, and engagement standards.
Mentor Expert and other Client Success Managers on executive engagement, account strategy, escalations, and complex client situations.
Lead strategic initiatives that improve client outcomes and advance the maturity and effectiveness of the Client Success organization.