Senior Client Success Manager

Heartbeat Health is the leading virtual-first cardiovascular care company in the country, providing patients with convenient, high-quality heart care through a combination of telemedicine, diagnostics, and virtual care programs. By leveraging real-time data and AI-powered insights, Heartbeat Health empowers providers and patients with personalized treatment plans, reducing hospitalizations and improving long-term heart health outcomes. Heartbeat Health is redefining how cardiovascular care is delivered in the digital age, led by our medical group of cardiologists, advanced practitioners, nurses, and care coordinators.

As a Senior Client Success Manager, you will help lead our client relationships and drive clients forward by owning the day-to-day health, adoption, and value realization of your accounts. Working alongside a VP/SVP of Strategic Accounts who owns the executive and commercial relationship, you will be the primary day-to-day partner for your clients, guiding them from launch to measurable outcomes and long-term value from Heartbeat’s offerings.

You will collaborate cross-functionally with Product, Operations, Clinical, and Engineering teams to turn client goals into scalable solutions. As a senior member of the Client Success team, you will model excellence, raise the bar for how the team works, and influence process and practice across the organization, without formal people management responsibilities.

Key Responsibilities

• Serve as the day-to-day lead and trusted advisor for your clients, managing questions, workflow support, and operational escalations with ownership and follow-through

• Drive adoption and activation, helping clients get the most from Heartbeat and move their programs forward

• Build clinical and operational buy-in with client stakeholders, and surface risks and opportunities early

• Lead client business reviews, performance discussions, and success planning to ensure goals are met and exceeded

• Partner closely with your VP/SVP of Strategic Accounts on renewal readiness, expansion identification, executive narratives, and issue resolution, while they lead commercial strategy and high-severity escalations

• Track and analyze key performance metrics to identify opportunities for workflow optimization and improved patient and client experiences

• Gather and synthesize client and product feedback to inform internal roadmaps and strategic initiatives

• Design and implement process improvements that increase efficiency, scalability, and client retention

• Act as a leader and role model within Client Success by sharing best practices, supporting teammates, and helping onboard new colleagues

• Contribute to departmental goals, planning, and capacity discussions to support company growth

• 6 to 8 years of experience in Client Success, Customer Success, Account Management or a related client-facing function, ideally within a fast-growing or digital health environment

• Proven success managing complex client relationships day to day and driving initiatives that improve adoption, outcomes, and retention

• Leadership presence and the ability to influence without authority, with experience mentoring or coaching peers (people management experience is not required)

• Exceptional communication skills, verbal, written, and interpersonal, with the ability to influence at all levels

• Highly organized with a track record of managing multiple priorities and delivering results in dynamic, fast-paced environments

• Analytical thinker with a creative approach to problem-solving and process design

• Collaborative partner who works well alongside strategic account leadership and cross-functional teams

• Bachelor’s degree or equivalent required; Master’s degree a plus

• Sense of humor and collaborative spirit a must

• Willing to travel up to 20%, typically 1 to 3 trips per quarter for client meetings, onsite business reviews, and team gatherings

• We are mission-driven: we're revolutionizing the way cardiovascular care is delivered 

• We are fast-paced & agile: we move quickly, iterate often, and value experimentation

• We are remote-first: ownership, autonomy, and trust are at the core of how we operate

• We care about diversity: diversity allows us to build an excellent patient experience

• We care about each other: we are stronger together through a culture of mutual respect and active support.

• We invest in our people: Eligible employees have access to a competitive benefits package, including medical, dental, and vision coverage, paid time off, paid holidays, sick time, a 401(k), and additional benefits designed to support you and your family.

• We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status