Senior Client Success Manager

Counsel Health•New York, NY

6d•$150,000 - $170,000

About The Position

Counsel is hiring a Senior Client Success Manager to own the full post-sale client relationship, from implementation through renewal and expansion. During the first 6 to 12 months, the role is hands-on: running implementations, managing launches, and building the delivery process. As the portfolio matures, the work shifts toward executive account leadership, adoption strategy, and the post-launch operating model. The position is suited to someone comfortable managing a critical path with a project team and presenting program performance to health plan executives.

Requirements

At least 8 years of experience in client delivery or client success in healthcare or health tech, covering both implementation and account management.
Experience owning enterprise client relationships at the executive level, including QBRs and renewal conversations.
Experience running complex, cross-functional implementations against a project plan when the playbook was still being developed.
Experience managing accounts at different lifecycle stages simultaneously, with competing priorities and limited support.
Experience at an early-stage or scaling company and ability to define and expand the role’s scope.

Nice To Haves

Executive presence and comfort working with health plan executives or health system leadership teams; ability to deliver difficult updates directly, hold scope boundaries, and leave conversations with clear next steps.
Deep experience running complex, multi-stakeholder implementations in healthcare or health tech, including understanding implementation risks and explaining how they were addressed.
Curiosity about accounts, including thorough preparation, reconstructing account narratives when needed, and persistent investigation to uncover root causes.

Responsibilities

Drive active implementations from sales handoff through go-live, owning the project plan, critical path, and client-facing communication from kickoff through launch.
Identify risks early, recommend fixes, and hold internal teams accountable to timelines.
Track adoption and engagement from launch, interpret early data, and recommend specific actions to increase engagement.
Build implementation playbooks by documenting lessons from each launch to make future implementations faster and reduce rework.
Lead executive relationships for named accounts, maintain stakeholder maps, understand leaders’ priorities, and build trust between formal touchpoints.
Run quarterly business reviews, present program performance, identify what is working and what is not, and guide clients toward clear decisions.
Monitor adoption, engagement, and clinical outcomes across the portfolio to protect account health.
Lead renewal and expansion conversations, begin renewal planning at contract signature, track renewal dates, and prepare Sales to close.
Build the post-launch operating model, including the QBR framework, adoption monitoring, and account health reporting.