Serve as the primary strategic partner and advocate for enterprise healthcare clients.
Drive account retention, ensuring customer satisfaction, and fostering trust-based relationships.
Build and maintain executive-level relationships with key stakeholders.
Execute customer success plans for each account that aligns with customer goals and measurable KPIs.
Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators.
Serve as the first point of escalation for customer questions, concerns, and complaints.
Accurately log all customer-reported issues, incidents, and service disruptions in CRM and project management software.
Capture, document, and advocate for customer-requested system enhancements and feature improvements.
Facilitate regularly scheduled cadence calls and meetings with assigned accounts.
Travel to customer sites as needed to strengthen relationships and conduct workflow assessments.

Bachelor of Arts (BA) required, Masters of Arts preferred, in a Healthcare-related concentration.
Other educational concentrations considered based on career experience.
Experience working with Healthcare-related technologies and services.
Ability to manage and retaining large enterprise accounts with complex, multi-stakeholder environments.
Strong understanding of healthcare operations, clinical workflows, and/or revenue cycle processes.
Excellent verbal and written communication skills with the ability to present confidently to executive audiences.
Experience with customer relationship management and project management software solutions.
Ability to travel when necessary.

Enterprise Customer Success Lead

Key skills