Customer Success Manager

Role Overview

Expected Portfolio: $15-20M Own growth across a $15–20M portfolio of accounts. Spend approximately 70% of the role driving expansion through business development, consultative selling, cross-sell, and upsell, and 30% overseeing client operations, retention, and relationship health. Build pipelines, execute account growth plans, advance opportunities through close, and partner with Operations to sustain delivery and satisfaction.

Key Responsibilities

• Own portfolio growth strategy and expansion plans, with accountability for pipelines, bookings, revenue growth, retention, and wallet share.
• Build relationships with executive, financial, operational, and clinical stakeholders to uncover priorities, map buying influence, and secure sponsorship for new opportunities.
• Monitor account health, KPIs, SLAs, satisfaction, and financial performance to protect retention, manage commercial risk, and surface growth opportunities.
• Lead client touchpoints, executive business reviews, and planning sessions that demonstrate value, validate needs, and generate cross-sell and upsell opportunities.
• Anticipate risks, resolve issues, and prevent escalations.
• Partner with Operations to sustain service delivery while keeping day-to-day execution with the delivery team and this role focused on growth, retention, and executive relationships.
• Qualify and close cross-sell, upsell, new-scope, and solution-led opportunities. Build business cases, coordinate solution design and pricing, develop proposals, navigate procurement, and negotiate terms with Sales, Solutions, Operations, Finance, and Legal.
• Execute account growth plans that map whitespace, stakeholders, client priorities, competition, target solutions, opportunity value, decision timelines, and next steps.
• Maintain accurate CSM records, pipeline stages, next steps, close dates, and forecasts; participate in pipeline reviews and address gaps against growth targets.

Ideal Profile

• 5+ years in account growth, business development, consultative sales, strategic account management, or Customer Success, with a record of expanding existing healthcare accounts.
• Strong client relationship management and executive-facing skills.
• Healthcare RCM experience is required; experience selling or expanding healthcare RCM BPO services is a significant plus.
• Proven sales capability across discovery, qualification, solution positioning, proposals, pipeline management, forecasting, negotiation, and closing.
• Executive presence and strong communication, problem-solving, ownership, and follow-through, with the ability to influence decision makers and mobilize cross-functional teams.
• Ability to manage multiple accounts and opportunities simultaneously.