Client Success Manager - Mid-Market Carriers

Datavant is a data collaboration platform focused on healthcare, aiming to make health data secure, accessible, and actionable. They are seeking a Client Success Manager to manage customer relationships, drive engagement, and ensure customer health and retention through proactive account management.

Responsibilities:

• Manage an assigned book of customers across Datavant’s Legal & Insurance business, which may include insurance carriers, law firms, claims organizations, plaintiff firms, enterprise clients, regional accounts, or other customer segments
• Own the customer relationship for assigned accounts by driving engagement (meetings, calls, email, webinar), account health, adoption, value realization, retention support, and expansion identification
• Build trusted relationships with customer stakeholders
• Develop and maintain a clear understanding of each customer’s business, workflow, goals, products used, order behavior, service experience, risks, opportunities, and overall health
• Build and maintain account plans for assigned customers, including stakeholder maps, business hierarchy, product usage, order trends, revenue trends, open issues, risks, opportunities, renewal considerations, and next steps
• Use Salesforce, dashboards, revenue reporting, order activity, usage data, hold reports, aging reports, escalation trends, and customer feedback to identify risks and opportunities across the book
• Proactively engage customers based on data signals, including declining volume, low adoption, inactivity, unresolved holds, service issues, workflow gaps, customer sentiment changes, or expansion potential
• Lead customer meetings, trainings, health reviews, account check-ins, business reviews, and renewal readiness discussions based on customer segment, account complexity, and business need
• Help customers understand and adopt Datavant/Ontellus solutions by connecting capabilities to practical outcomes, including faster case movement, improved records usability, reduced administrative burden, clearer workflow visibility, stronger claims or legal files, and better case resolution
• Identify qualified growth opportunities by uncovering customer needs tied to additional products, expanded usage, new users, new business units, new carrier programs, new firm relationships, or workflow improvements
• Partner with Sales to share clear lead context, including the customer need, business problem, stakeholder information, current usage, revenue opportunity, and recommended next action
• Partner with Operations, Client Services, Product, Finance, and other internal teams to address customer issues, improve workflows, resolve recurring pain points, and close the loop with customers
• Capture customer feedback in a structured way, including pain points, recurring issues, process gaps, sentiment changes, product needs, and operational improvement opportunities
• Maintain strong Salesforce hygiene, including accurate activity logging, account notes, meeting outcomes, risk tracking, opportunity signals, stakeholder updates, renewal notes, and follow-up actions
• Support renewal readiness by documenting customer value, unresolved risks, adoption trends, stakeholder sentiment, operational issues, and expansion paths
• Lead customer health reviews, account check-ins, trainings, business reviews, and renewal readiness conversations as appropriate for assigned accounts
• Act as the voice of the customer internally by using customer data, feedback, and account insights to help improve the customer experience and strengthen the broader Client Success operating model
• Create qualified growth opportunities for Sales by connecting customer needs, usage patterns, stakeholder feedback, and business outcomes
• Operate with independence and sound judgment while keeping leadership informed of material risks, opportunities, and customer trends

Requirements:

• 3+ years of experience in Customer Success, Account Management, Client Services, legal services, insurance, claims, healthcare technology, SaaS, or another B2B client-facing role
• Experience managing a book of business, portfolio of accounts, or assigned customer relationships
• Strong relationship management, discovery, and consultative communication skills
• Ability to use data, reporting, dashboards, and customer feedback to identify risks, opportunities, and account trends
• Experience maintaining account plans, stakeholder maps, meeting notes, risk documentation, opportunity signals, and follow-up actions
• Strong Salesforce hygiene or CRM discipline, including accurate activity logging, account documentation, and next-step management
• Ability to identify commercial opportunities and translate customer needs into qualified leads or expansion recommendations for Sales
• Experience working cross-functionally with Sales, Operations, Client Services, Support, Product, Finance, or other internal teams
• Strong organizational skills and ability to manage multiple accounts, meetings, follow-ups, and priorities
• Experience in record retrieval, claims, legal offices