Senior Manager of Customer Success

Healthix•New York, NY

About The Position

Healthix is seeking a strategic, relationship-driven Senior Manager of Customer Success with healthcare industry experience to own a portfolio of complex, high-priority accounts and drive customer retention, measurable value realization, and revenue growth. This is a senior individual contributor role that independently leads account strategy, builds executive relationships, expands adoption of Healthix products, services, and strategic initiatives, and supports new customer acquisition efforts. The role translates customers’ business objectives, operational challenges, and strategic priorities into actionable, measurable success plans. As a trusted advisor to executive and operational stakeholders, the Senior Manager leads consultative discussions, identifies cross-sell and upsell opportunities, and coordinates cross-functional work to address complex customer needs. The position also mentors peers and strengthens customer success practices in partnership with the Director of Customer Success. Success is measured by customer retention, revenue growth within existing accounts, expanded product and service utilization, customer satisfaction, achievement of agreed customer outcomes, proactive account-risk mitigation, and contributions to new business development and scalable customer success practices. The role includes a 40-hour Monday–Friday schedule from 9:00 a.m. to 5:00 p.m., participation in in-person customer engagement events, and travel for customer meetings, conferences, and on-site events as needed.

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 accounts in healthcare or health IT.
Experience managing complex relationships with healthcare customers such as health systems, payers, provider organizations, public health entities, or community-based partners, and understanding their strategic and operational priorities.
Demonstrated success independently leading strategic accounts and achieving measurable improvements in 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 around shared goals.
Excellent 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 and follow-through 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 working with EHRs, clinical portals, health information exchange platforms, or other health data systems.

Responsibilities

Own a portfolio of complex, high-priority customer accounts and lead account strategy, retention, growth, and long-term value realization.
Develop and deliver executive-level presentations, strategic account plans, and value narratives connecting Healthix capabilities to customer priorities and recommending 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 in complex stakeholder environments.
Develop and execute customer success plans connecting 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 value, assess progress, and secure commitment to next steps.
Identify and advance account growth, cross-sell, and upsell opportunities, partnering with sales on expansion strategy and execution.
Coordinate with sales, product, project management, and operations to advance customer priorities, resolve barriers, and turn customer 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 retention and expansion 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 such as health fairs and conferences.