Customer Success Manager

About UsCipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth's automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time.Customer Success ManagerAs a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's patient-facing operating system. You bring deep healthcare expertise, technical fluency, and the confidence to lead high-stakes conversations that connect our technology to clinical, operational, and financial impact—ultimately driving retention and expansion of customer partnerships.This role is ideal for someone who has led or supported healthcare operations — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology. You're proactive, strategic, and skilled at influencing decision-making at the executive level to drive long-term success for our customers and CipherHealth alike.ResponsibilitiesCustomer Retention & Growth: Drive renewals and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop mitigation plans, and uncover new opportunities aligned to customer goals and CipherHealth's value.Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that connect CipherHealth's solutions to measurable outcomes in patient experience, readmissions, and quality—driving both revenue protection and growth. Confidently and independently present to C-Suite and senior leaders, translating insights into clear recommendations.Customer Onsite Planning & Execution: Lead customer onsite visits that strengthen relationships and drive retention and growth. Define high-value agendas, manage planning and execution with clear outcomes, and direct internal stakeholders on preparation needs. Represent CipherHealth through compelling in-person presentations and strategic discussions with executives and frontline teams.Product Adoption & Value Realization: Ensure customers achieve sustained adoption and measurable value. Advise on best practices for rounding, outreach, and engagement programs, connecting product use to outcomes data and ROI.Customer Advocacy & Collaboration: Serve as the voice of the customer internally—partnering with Product, Implementation, and Support to address needs, influence roadmap decisions, and ensure a seamless experience.Data & Performance Analysis: Leverage data to assess utilization, outcomes, and risk indicators. Communicate key findings and recommendations through concise, actionable reports and executive presentations.Qualifications5 years of experience as a Customer Success Manager (or similar client-facing role) in healthcare software or technology, supporting large health systems.Bachelor's Degree in Business, Health Management, Public Health or related major, or comparable education and work experienceKnowledge, Skills and AbilitiesProven success retaining and growing upper-mid / enterprise healthcare accounts through effective success planning, EBRs, and renewal management.Strong understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics.Proven experience planning, leading, and presenting at customer onsite meetings, driving strategic alignment and measurable business outcomes.Exceptional executive presence and communication skills, with the ability to influence and build trust with C-Suite and senior leaders.Analytical and data-driven; able to translate utilization trends and outcomes data into actionable insightsExperience with Salesforce, Gainsight (or other CS platforms), Looker (or other BI tools), and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health.Technically fluent, capable of understanding and articulating software functionality, integrations, and workflow impact.Highly proactive and self-directed with excellent critical thinking, organization, prioritization, and follow-through.Collaborative and solution-oriented, partnering effectively with internal teams to deliver customer results.Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales.How We Invest In You Healthcare that begins on your first day:Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)HSA/FSA plansShort and Long-Term DisabilityLife and Personal Accident Insurance$40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchasesEmployee Assistance Program (EAP)Adoption AssistanceRetirement: 401(k) at three months of employment — with a match upon enrollment!Time away:Discretionary PTO + 13 paid holidaysParenthood: Competitive paid parental leave and flexible return to work policyRecognition:Generous Employee Referral Program - earn cash for each employee referral that is hiredYearly Cipher-versary stipendCi-Phives - receive public kudos and gift cards from peers and managersCulture:CARE2 ValuesBi-Weekly All Hands MeetingsEmployee Resource Groups such as Rainbow Room and BIPOC GroupLunch & Learns and robust onboarding / training programsRemote-first team: $50 per month reimbursement in your check for WFH expensesYou'll receive a new Macbook laptop, other hardware, and company swag upon hire