Client Success Manager – Digital Touch & Low Touch

Client Success Manager – Digital Touch & Low Touch

This role is focused on driving customer success at scale through a digital-first and data-driven engagement model across a diverse portfolio of healthcare clients. You will act as a trusted advisor, ensuring clients achieve value realization, adoption, and long-term satisfaction with technology-enabled solutions. The position combines strategic account management with proactive digital outreach, leveraging insights and success signals to guide client outcomes. You will collaborate closely with cross-functional teams such as Product, Marketing, Support, and Operations to strengthen the overall client experience. A key part of your mission will be to monitor client health, identify risks and growth opportunities, and ensure strong alignment between client goals and solution capabilities. This is a high-impact role within a fast-evolving healthcare technology environment where scalability, precision, and customer value are essential.

Accountabilities

In this role, you will manage a portfolio of healthcare clients through a structured, proactive, and digital-first engagement model, ensuring retention, satisfaction, and growth:

• Serve as the primary point of contact and trusted advisor for a portfolio of small to mid-market healthcare clients.
• Drive client success through digital engagement, lifecycle programs, and data-driven outreach strategies.
• Collaborate with clients and internal stakeholders to define goals, align objectives, and support annual planning.
• Manage governance, communication cadences, and operational reviews to ensure delivery against contractual commitments.
• Monitor client health indicators including adoption, satisfaction, risk factors, and financial performance.
• Identify expansion and growth opportunities within existing accounts to support retention and revenue growth.
• Conduct regular business reviews, dashboard analysis, and performance tracking to ensure value realization.
• Act as the voice of the customer by sharing insights and feedback with Product and cross-functional teams.
• Support continuous improvement of digital engagement models and client success frameworks.

Requirements

We are looking for a client success professional with strong healthcare IT experience, account management expertise, and the ability to operate in a digital-first, high-volume environment:

• Bachelor's degree in Business Administration, Healthcare Administration, or equivalent experience.
• 3+ years of experience in account management, client success, sales, or related roles.
• 3+ years of experience in Healthcare IT (HIT) vendor environments.
• 3–5 years of healthcare industry experience, ideally in ambulatory or health system settings.
• Prior experience working with NextGen Healthcare solutions or comparable platforms is highly desirable.
• Proven track record of managing complex, multi-million-dollar client relationships and driving retention and growth.
• Strong knowledge of change management, healthcare workflows, and business operations.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical thinking, problem-solving ability, and structured execution mindset.
• Ability to manage multiple accounts and initiatives simultaneously in a fast-paced environment.
• Self-driven, autonomous, and comfortable working with limited supervision.

Benefits

• Competitive compensation aligned with industry standards.
• Comprehensive healthcare and wellness benefits.
• Opportunities for career growth in healthcare technology and client success leadership.
• Exposure to large-scale healthcare systems and enterprise clients.
• Collaborative and cross-functional work environment.
• Flexible work arrangements depending on role requirements.
• Continuous learning and professional development opportunities.
• Inclusive workplace culture focused on diversity and belonging.