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Resolve customer technical issues within SLA, troubleshoot web applications and data-related problems, and maintain high customer satisfaction. Collaborate with R&D, Product, Customer Success, and Medical teams on complex escalations. Improve support processes, document solutions in the knowledge base, and contribute to troubleshooting methodologies. The role requires SQL and data analysis expertise, customer-facing communication, project management, and preferably programming and healthcare industry experience.

Own end-to-end technical project management for complex healthcare implementations, including Epic EMR integrations, interface activation, data validation, testing, go-live, and stabilization. Coordinate cross-functional teams and customer stakeholders, manage project plans, risks, dependencies, scope changes, and executive communications. Apply expertise in healthcare workflows, interoperability, value-based care, risk adjustment, and quality programs to deliver successful implementations across health systems, hospitals, health plans, and provider organizations.

The Customer Success Manager will be responsible for driving client success, managing enterprise accounts, and ensuring customer satisfaction through effective communication and relationship building with stakeholders.

Build pipeline via proactive outreach and account engagement to book qualified meetings. Qualify inbound leads, execute multi-channel cadences, use prospecting tools, maintain HubSpot CRM, support events, and collaborate with Sales, Marketing, and Revenue Operations to penetrate enterprise healthcare accounts.

Lead and expand a Customer Success team for a digital health SaaS, drive strategic outcomes across health system accounts, manage implementations, advocate for clients, track KPI-driven account health, participate in product roadmap and cross-functional collaboration to increase engagement, retention, and upsell.