Senior Manager of Customer Success

Healthix•New York, NY

About The Position

Healthix is a public health information exchange in New York State that securely connects healthcare providers, hospitals, health plans, and community organizations. It is expanding beyond data exchange to make health information more actionable and to strengthen community partnerships, health equity, and connections between healthcare and community-based services. The Senior Manager of Customer Success is a strategic, relationship-driven senior individual contributor responsible for a portfolio of complex, high-priority healthcare accounts. The role owns account strategy, customer retention, measurable value realization, and revenue growth, while supporting new customer acquisition. It translates customer objectives and challenges into measurable success plans, serves as a trusted advisor to executive and operational stakeholders, identifies expansion opportunities, coordinates cross-functional execution, mentors peers, and helps improve customer success practices in partnership with the Director of Customer Success. Success is measured by retention, account growth, product and service utilization, customer satisfaction, achievement of customer outcomes, risk mitigation, and contributions to business development and scalable practices.

Requirements

Bachelor’s degree in healthcare administration, business, public health, or a related field.
At least six years of progressive experience in customer success, strategic account management, client services, relationship management, or a comparable customer-facing role, including ownership of complex healthcare or health IT accounts.
Experience managing complex relationships with healthcare customers such as health systems, payers, provider organizations, public health entities, or community-based partners.
Demonstrated success independently leading strategic accounts and improving customer onboarding, adoption, retention, value realization, and account growth.
Ability to build executive-level credibility, influence decisions without direct authority, and align executive sponsors, clinicians, operational leaders, and technical stakeholders.
Strong verbal, written, presentation, and consultative communication skills, including experience leading executive business reviews and communicating customer value to senior stakeholders.
Strong understanding of healthcare operations, terminology, customer workflows, and technology-enabled solutions.
Strong analytical judgment and problem-solving skills, including the ability to turn account health, utilization, and customer feedback into actionable strategies and navigate complex escalations.
Ability to independently prioritize a complex customer portfolio, lead cross-functional initiatives, mentor peers, and maintain disciplined execution in a fast-paced environment.
Proficiency with Microsoft Office applications and CRM platforms such as Salesforce.
Ability to travel for customer meetings, local and nationwide conferences, and on-site engagement events as needed.

Nice To Haves

Experience with EHRs, clinical portals, health information exchange platforms, or other health data systems.

Responsibilities

Independently manage a portfolio of complex, high-priority customer accounts, with accountability for account strategy, retention, growth, and long-term value realization.
Develop and deliver executive-level presentations, strategic account plans, and value narratives that connect Healthix capabilities to customer priorities and recommend clear next steps.
Lead customer-facing onboarding and adoption strategy for complex implementations, aligning stakeholders on goals, milestones, dependencies, and early value realization with implementation teams.
Build trusted-advisor relationships with executive sponsors, clinical leaders, operational users, and IT partners, and secure alignment across complex stakeholder environments.
Develop and execute strategic account and customer success plans that connect customer workflows and priorities to measurable adoption, utilization, and business outcomes.
Analyze customer health, satisfaction, engagement, and usage trends; anticipate retention risks; and lead mitigation plans and complex escalation resolution.
Lead executive business reviews and success-planning sessions to demonstrate customer value, assess outcomes, and secure commitment to next steps.
Identify, qualify, and advance account growth, cross-sell, and upsell opportunities in partnership with sales.
Coordinate with sales, product, project management, and operations to advance customer priorities, resolve barriers, and translate feedback into service and product improvements.
Maintain accurate CRM records and portfolio reporting, including stakeholder maps, success plans, account health, risks, growth opportunities, and progress against goals.
Support customer engagement initiatives, industry events, conferences, and in-person meetings.
Lead assigned strategic customer initiatives, including participant-based and organizational programs; mentor customer success peers; and develop repeatable playbooks, tools, and practices with the Director of Customer Success.
Participate in in-person customer engagement events, including health fairs and conferences.