Note: The job is a remote job and is open to candidates in USA. CipherHealth is an award-winning software company committed to enhancing care coordination and outcomes across the continuum. The Customer Success Manager will serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform.
Responsibilities
- Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders
- Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals
- Use AI-powered tools and analytics to stay ahead of account health trends and act with precision
- Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI
- Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations
- Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery
- Lead executive presentations and frontline discussions that deepen trust and accelerate adoption
- Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account
- Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform
- Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem
- Be the voice of the customer internally
- Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience
- Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve
- Turn utilization trends, outcomes data, and engagement signals into actionable insights
- Use BI tools, CS platforms, and AI-assisted analysis to build concise, high-impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value
Skills
- 5 years of experience as a Customer Success Manager (or similar client-facing role) in healthcare software or technology, supporting large health systems
- Bachelor's Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
- Proven track record of retaining and growing strategic health system accounts through success planning, EBRs, and renewal management
- Direct experience managing health system accounts — you understand the nuance of system-level decision-making, multi-stakeholder dynamics, and how to drive alignment across large, complex organizations
- Deep understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics
- Confidence leading and presenting at executive and senior system-level meetings — and the strategic instincts to drive alignment and action
- Exceptional executive presence and communication skills; you build trust at the C-Suite and senior system-level leader level and translate complexity into clarity
- Analytical and data-driven with the ability to extract meaningful insights from utilization trends and outcomes data
- Experience with Salesforce, Churnzero (or other CS platforms), Looker (or other BI tools), Gong, and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health
- Comfort and curiosity with AI tools — including LLMs and AI-assisted workflows — to enhance productivity, surface insights, and scale your impact
- A proactive, self-directed work style with strong critical thinking, organization, and follow-through
- Collaborative and solutions-oriented; you know how to bring internal teams together to deliver for customers
- Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales
Benefits
- Generous company-funding of our health, vision, and dental plans
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Employee Assistance Program (EAP)
- Adoption Assistance
- 401(k) at three months of employment — with a match upon enrollment!
- Discretionary PTO + 13 paid holidays
- Competitive paid parental leave and flexible return to work policy
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- CARE2 Values
- Monthly All Teams Meetings
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Internal Webinars and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Company Overview