Client Success Manager

Overview

Clearwave is the AI Patient Engagement Platform for healthcare organizations that must adapt and scale with leaner operational teams. Founded in 2004 and based in Atlanta, Georgia, Clearwave serves more than 5,000 healthcare locations with AI Agents that work alongside client staff to drive collections, reduce administrative workload and create a seamless patient experience.

The Client Success Manager (CSM) is a critical part of Clearwave’s growth strategy. Once a client is live and out of implementation, the CSM owns the relationship and the results: driving deeper adoption, proving measurable outcomes and protecting account health. We are looking for a natural customer advocate who is data-minded, comfortable in front of executives, and energized by a fast-paced environment.

Responsibilities

• Adoption and outcomes. Drive continued adoption across modules, locations and workflows after go-live, including Voice, Clinical Intake, Reschedule Assist and Payments, guided by success plans tied to client objectives and Clearwave benchmarks.
• Client relationships. Serve as the trusted partner for a book of 30 to 40 clients, building relationships with practice administrators, executives, operations and revenue cycle leaders, front office teams and IT.
• Reporting and business reviews. Build and present performance dashboards and business reviews that translate portal data into business value, with revenue impact first, operational efficiency second and patient experience as the enabler of both.
• Account health and risk. Maintain account health scores, investigate meaningful drops, flag at-risk accounts early, and coordinate with Account Management when a client is evaluating a competitor.
• Enterprise accounts. Grow to manage enterprise and multi-location accounts within the first year, with a structured ramp, including enterprise rollups, and understand how each client’s EMR and PM System environment shapes workflows and results.
• Growth partnership. Identify and qualify expansion opportunities and hand them to Account Management or Sales with context. Provide usage and outcome insight ahead of renewals, which Account Management leads along with pricing.
• Collaboration. Advocate for clients across Implementation, Support, Product, Sales and Marketing. Bring the voice of the client to Product, and partner with Marketing on references, case studies and webinars.
• Ways of working. Use AI-enabled tools to prepare for client calls and analyze performance and handle client data in line with HIPAA and Clearwave’s PHI policy.

What Success Looks Like

Success is measured by adoption and outcome improvement across the book, account health movement, client satisfaction and executive engagement, qualified expansion opportunities, the quality of insight supporting renewals and the accuracy of Salesforce and health score data.

Qualifications

• Minimum of two (2) years in a Customer Success Manager role, or 5+ years in a related client-facing SaaS role, with a proven record of driving post-sale adoption and measurable client outcomes. Healthcare SaaS experience strongly preferred.
• Strong business acumen, experience with or demonstrated aptitude for executive-level presentations and analytical comfort turning data into a clear story. Salesforce experience is a plus.
• Strong communication skills, with poise and tact in high-pressure situations. Self-directed and organized in a remote, team-based environment.
• Willingness to travel 10% to 25%.
• Bachelor’s degree from an accredited 4-year college or university, or equivalent experience.

Preferred

• 5+ years of healthcare experience with strong knowledge of the patient intake and patient access process.
• Familiarity with EMR and PM System platforms, revenue cycle workflows, and HIPAA. Experience with enterprise or multi-location clients.