Customer Success Manager, Digital Tools

Role Overview

• Lead live product demos and facilitate trainings for clients during implementation and post-launch, ensuring stakeholders understand how to effectively use the platform.
• Translate product workflows and functionality into clear, engaging training sessions and documentation tailored to different client audiences.
• Create, maintain, and continuously improve documentation, including user guides, training decks, FAQs, and knowledge base content.
• Configure client-specific portals within Judi and support user acceptance testing (UAT) to ensure successful implementation and launch.
• Submit and track product enhancement and development requests, partnering closely with Product to communicate client needs, validate use cases, and support prioritization.
• Coordinate and track large-scale client migrations, including maintaining migration plans, status tracking, dependencies, timelines, and stakeholder communication.
• Serve as a primary point of contact for clients to triage questions, issues, and feedback, and provide 1/1 client go-live support.
• Partner closely with Product teams to stay current on roadmap priorities, feature changes, and workflows, and collaborate with the Implementation and Account Management teams to align on operational impacts and client needs.
• Act as a trusted Judi Care product expert in client meetings and cross-functional workstreams.
• Contribute to scalable implementation efforts by helping standardize training approaches, materials, and client-facing processes.
• Provide input into release readiness by assisting with testing, drafting release notes, and anticipating client training needs.
• Enable internal teams (Sales, Customer Success, Support) with Judi Care product knowledge and training resources as needed.

Requirements

• Bachelor’s degree in a relevant field or equivalent PBM or HealthTech experience
• 4+ years of experience in customer success, client training, implementation, or enablement roles, preferably within healthcare technology
• Demonstrated experience training users on software platforms and explaining technical workflows to non-technical audiences
• Strong client-facing presence with comfort leading demos, trainings, and presentations
• Excellent written and verbal communication skills, with a proven ability to create clear documentation and training content
• Strong organizational and prioritization skills, with the ability to manage multiple clients and initiatives concurrently
• Familiarity with member-facing healthcare tools (e.g., provider search, appointment scheduling, prescription savings) preferred.
• Proficiency with common productivity and collaboration tools (e.g., Microsoft Office, Confluence, Jira, Scribe, or similar)
• Demonstrated ability to collaborate effectively with cross-functional and remote teams
• Ability to travel up to 5–10%.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Remote work options