Manager, Customer Success

Job DetailsJob Location: Remote- US - Little Rock, AR 722017220Position Type: Full TimeThe Manager of Customer Success is responsible for the overall management, retention, growth, and success of a portfolio of strategic client accounts. This role serves as a trusted advisor and primary point of contact for clients, ensuring successful adoption, utilization, and expansion of MedEvolve products and services. MedEvolve’s Customer Success team is the foundation of our customer growth and retention engine. We are looking for a talented people manager to help manage our team of Customer Success Managers (CSM). As the Manager, Customer Success, you will help lead a team of CSM’s and be responsible for the development, refinement, and growth of MedEvolve’s customer experience. The Manager, Customer Success also partners closely with customers in their own book of business as well as all customers to understand operational goals, identify opportunities for improvement, and provide strategic guidance, training, development, process creation, and refinement that drives measurable outcomes. This includes setting CSM’s up for success in managing key customer relationships and working cross-functionally within MedEvolve. This role collaborates cross-functionally with Implementation, Support, Product, Engineering, and Sales teams to resolve complex issues, deliver value, and strengthen long-term client partnerships. The ideal candidate is a forward-thinking, relationship-driven professional with experience managing complex, multi-stakeholder client environments in healthcare or healthcare technology. This individual thrives in a dynamic, fast-paced environment and is passionate about solving challenging problems while delivering exceptional client outcomes.QualificationsKey Responsibilities Improving Process- A well-oiled Customer Success process is critical to enabling the success of the team. You will be proficient in the art and science of Customer Success- ensuring processes are followed and technology is leveraged to its fullest. Coaching & Mentoring.-You will push top performers and lift under-performers. The team is at its best when all reps are progressing and performing. Motivate and mentor each team member with weekly 1:1s, call monitoring and coaching, direct feedback, deep dives, etc. Fostering Culture.-MedEvolve’s Customer Success culture is built on a foundation of collaboration and continual learning. You will serve as a cultural ambassador, helping to foster and evolve our culture as the team scales. Hiring & Scaling-. Building and scaling a world-class team is one of your top responsibilities. Develop a rich candidate funnel into future top-performing account managers. Hiring top talent is only the first step: you will also design and deploy onboarding and training to ensure a fast-ramping time and set new hires up for success. Client Relationship Management Serve as the primary point of contact and trusted advisor for assigned strategic customer accounts. Build and maintain strong relationships with multiple stakeholders, including executive leadership and operational teams. Develop a deep understanding of each customer’s operational goals, workflows, and success metrics. Maintain strong relationships with clinics and healthcare organizations nationwide. Present a positive and professional image of MedEvolve to clients and the marketplace. Customer Success & Value Realization Provide expert guidance to help clients navigate MedEvolve products and services. Apply healthcare and revenue cycle expertise to identify sources of value, operational gaps, and improvement opportunities. Monitor customer health metrics and proactively engage clients to drive solution adoption and satisfaction. Conduct regular client business reviews to assess outcomes, celebrate successes, and identify growth opportunities. Develop strategic success plans tailored to each client’s needs and long-term objectives. Account Retention & Growth Support renewal of existing customer agreements and maintain strong retention rates. Identify opportunities to expand services and increase profitability within assigned accounts. Prepare proposals, demonstrations, and presentations to support renewals and additional services. Partner with Sales teams to drive account expansion and identify new revenue opportunities. Promote client advocacy through references, testimonials, and case studies. Issue Resolution & Risk Management Research, analyze, and identify root causes of complex customer issues. Coordinate with internal functional experts to resolve issues and ensure end-to-end resolution and ownership. Proactively identify account risks and develop mitigation strategies. Escalate issues appropriately to leadership when necessary. Maintain clear and consistent communication with clients regarding issue status and resolution timelines. Cross-Functional Collaboration Develop and maintain strong internal relationships across Customer Success, Implementation, Support, Product, Engineering, and Sales teams. Partner internally to optimize client implementations and resolve technical challenges. Communicate client feedback and product enhancement opportunities to Product teams. Facilitate coordination across teams to ensure seamless service delivery. Operational & Strategic Support Become an expert on MedEvolve’s platform, products, and service offerings. Maintain detailed knowledge of ancillary product lines and service capabilities. Develop scalable client-facing resources, including training materials, presentations, and best practice guides. Identify weaknesses or inefficiencies in workflows and create and recommend improvements. Contribute to the development of standardized customer engagement and success methodologies. Maintain customer details in CRM. Reporting & Performance Monitoring Track customer health metrics, utilization, and engagement levels. Maintain accurate documentation of customer interactions, action plans, and account activities. Provide regular updates to leadership regarding account performance, risks, and opportunities. Assist in forecasting renewals and revenue retention metrics. Knowledge, Skills, and Abilities ·  Client Relationship Management ·  Strategic Account Planning ·  Customer Success Strategy ·  Revenue Retention & Growth ·  Root Cause Analysis ·  Risk Identification & Mitigation ·  Stakeholder Communication · Cross-Functional Collaboration · Strategic Thinking · Customer Advocacy   Education and Experience Required · Bachelor’s degree in business, Healthcare Administration, or related field (or equivalent experience). · 5+ years of experience in client success, account management, strategic consulting, sales or related roles. · Experience managing complex, multi-stakeholder client relationships. · Strong working knowledge of Revenue Cycle Management (RCM) processes. · Proven ability to build trust and drive results across diverse stakeholder groups, including executive leadership. · Excellent project management and organizational skills. · Strong analytical, problem-solving, and decision-making abilities. · Excellent written and verbal communication skills. · Proficiency in Microsoft Office applications, including Excel. Ability to work independently while maintaining strong collaboration across teams. Preferred Experience in healthcare technology or SaaS environments. Experience supporting ambulatory healthcare clients. Experience managing enterprise or strategic-level client accounts. Familiarity with CRM and customer success tools. Experience presenting to executive stakeholders. Key Competencies · Client Relationship Management · Strategic Account Planning · Customer Success Strategy · Revenue Retention & Growth · Root Cause Analysis · Risk Identification & Mitigation · Stakeholder Communication · Cross-Functional Collaboration · Strategic Thinking · Customer Advocacy Working Conditions & Scope The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     · Regularly required to sit, talk, and hear. · Occasionally required to stand and walk. · Ability to work at a computer for extended periods. · Moderate noise level typical of an office environment.