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About the Role
The Customer Success Manager is responsible for the overall health, retention, and growth of the Company’s direct client portfolio, combining client success and account growth responsibilities. This role requires an individual who is an effective trusted advisor and strategic business partner, with a strong understanding of healthcare operations and the ability to manage priorities across a diverse portfolio.
Responsibilities
- Drive client satisfaction and retention across the direct client bases.
- Serve as a trusted advisor to client leadership and cultivate relationships with decision-level contacts.
- Host recurring client meetings and engage smaller accounts as needed.
- Conduct on-site visits with client leadership where the relationship or opportunity warrants direct attention.
- Lead all-client calls and coordinate broad client communication strategies.
- Partner with Support, Enrollment, and Professional Services on client issues and escalations.
- Ensure clients receive timely and substantive communication.
- Align the roadmap to client needs by working with product teams and senior leadership.
- Develop and execute retention strategies for at-risk accounts, including recovery plans.
- Own the NPS program for the direct base, managing feedback and turning it into action.
- Carry and deliver against an assigned growth target for the existing client base.
- Develop working knowledge of the full product portfolio and identify solutions for client operational problems.
- Recommend add-on products and value-add solutions proactively.
- Manage the back-to-base sales cycle end to end.
- Negotiate fees, contracts, and renewals supported by a documented business case.
- Lead price increase execution.
- Manage new provider add requests.
- Support AR and collections activity.
- Complete recurring invoice audits, contract reviews, and account profitability reviews.
- Maintain the Customer Face Sheet and Dynamics records.
- Incorporate AI solutions into daily workflows to improve efficiency, productivity, and outcomes.
- Communicate product release information and drive adoption of new functionality.
- Complete day-to-day administrative work and attend internal meetings, business reviews, and training.
Requirements
- Minimum of three years of experience in healthcare (provider practices, hospitals, billing/revenue cycle, payers, healthcare IT/software, or healthcare services).
- Minimum of three years in a client-facing role (client success, account management, sales, implementation, or support).
- Strong written and verbal communication skills, including comfort presenting to practice managers, physicians, and executive stakeholders.
- Proficiency with Excel, PowerPoint, Word, and Outlook.
- Working proficiency with AI tools in a professional setting, with the ability to describe specific ways they have been used and their results.
- Ability to work independently in a remote environment and manage a large, distributed book of business.
- Ability to create processes and documentation independently.
- Exceptional follow-through skills and a strong internal drive to deliver high-quality work and achieve outstanding results.
Skills
- Client Relationship Management
- Account Growth
- Healthcare Operations
- AI Tools (Claude, Copilot)
- Excel
- PowerPoint
- Word
- Outlook
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Minimum 3 years in healthcare
- Minimum 3 years in a client-facing role
Salary/Compensations
- $40 - 50K
Benefits
- Comprehensive medical, dental, and vision benefits
- 3 weeks of vacation plus 5 personal days
- Employee stock ownership
- RRSP program
- 401K
- Culture for Growth
- Top Notch Employee Health & Well Being Benefit
- Every Voice Matters
- Global Reach
- Careers with Purpose
- World Class Career Development Programs
- Focus On Sustainability
About the Company
- For nearly two decades, ConnectureDRX’s vast network of health plan data has brought carriers, FMOs and brokers together to simplify selling health plans in order to help millions of consumers find and enroll in their best fit Medicare plans every year.
- Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.
- Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!
- Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers.
- We offer a comprehensive benefit package as well as other additional “Perks”!
- We empower our employees to make a difference
- We have an award-winning culture
- We offer opportunity to learn
- We are financially strong and we are owned by the largest software company in Canada (CSI)
- We have fun!