Senior Customer Success Manager (Remote)

Candor Health is a healthcare intelligence platform that provides high quality, transparent, and actionable data in the US healthcare sector. The Senior Customer Success Manager will ensure client success by serving as a trusted advisor and strategic partner, driving product adoption, and managing complex client projects to achieve desired outcomes.

Responsibilities:

• Serve as the primary point of contact for your book of clients, leading calls independently and driving follow-up action items to closure
• Act as a trusted strategic advisor: understand each client's business goals, ask open-ended questions, and translate Candor's data into compelling narratives that directly address client priorities
• Build strong relationships that enable clients to feel heard, valued, and well-served at every touchpoint
• Navigate organizational complexity with executive presence, communicating confidently with senior stakeholders
• Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise clients
• Develop strong knowledge of Candor's platform, data structures, and underlying sources, with the goal of fielding the majority of client questions
• Investigate client data questions, replicating issues independently and owning the triage process
• Build and interpret data to surface actionable insights, translating the data into clear business stories
• Manage complex client projects end-to-end: own timelines, mitigate risk, and hold both internal and external teams accountable
• Take full ownership of client health - you proactively run in the direction of problems rather than waiting for issues to escalate
• Provide ongoing support and guidance to clients, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes
• Drive client retention and expansion, proactively identifying risks and uncovering opportunities for expansion
• Monitor client satisfaction proactively and maintain clear, up-to-date tracking of open action items, risks, and milestones across your portfolio
• Conduct regular business reviews with clients, identifying opportunities for growth, expansion, and upsells of Candor's solutions
• Strong problem-solving and decision-making skills, with the ability to navigate complex situations and find creative solutions
• Partner with Sales to support prospects, and work to identify upsell opportunities within the existing client base
• Contribute to documentation and enablement resources that empower clients to get maximum value from Candor's data
• Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting clients in maximizing their usage
• Collaborate with Engineering and Product on high-visibility implementations and ongoing projects
• Leverage client feedback to inform product enhancements while prioritizing client needs and expansion opportunities

Requirements:

• 8+ years in a client-facing role in implementation, customer success, account management, technical account management, or a related role, preferably within healthcare technology or the payer space
• Demonstrated track record of managing complex, high-value accounts and exceeding retention and expansion targets
• Advanced Excel - you can build models, manipulate large datasets, write formulas, and turn data into client-ready outputs while telling a story
• Strong analytical, problem-solving, and data investigation abilities - you can interpret trends, identify anomalies, and drive conclusions
• Experience with Jira, Google Suite, Slack, AI tooling, and advanced Excel skills
• Excellent communication skills, including executive presence and strong presentation skills - you can tell a compelling data story to both an engineer and a C-suite audience and adjust your communication style accordingly
• Highly proactive - you own your action items, you close the loop without being asked, and you run toward problems
• Self-sufficient learner - you take organized notes, ask good questions, and actively build your own knowledge of our product and industry without waiting to be trained
• Strong project management instincts - you set timelines, manage competing priorities, and keep clients and internal teams aligned
• Empathetic but clear - you can advocate for clients internally while also setting appropriate expectations externally
• Collaborative team player with an entrepreneurial spirit - you bring ideas, not just execution
• Strong understanding of the healthcare industry, including prior experience working with payers, health systems, and/or digital health companies strongly preferred
• Comfort writing basic data queries (preferred) and/ or working directly with structured data to investigate client questions