[Hiring] Client Success Manager @Clearwave Corporation

Role Description

The Client Success Manager (CSM) is a critical part of Clearwave’s growth strategy. Once a client is live and out of implementation, the CSM owns the relationship and the results:

• Driving deeper adoption, proving measurable outcomes and protecting account health.

We are looking for a natural customer advocate who is data-minded, comfortable in front of executives, and energized by a fast-paced environment.

Responsibilities

• Adoption and outcomes: Drive continued adoption across modules, locations and workflows after go-live, including Voice, Clinical Intake, Reschedule Assist and Payments, guided by success plans tied to client objectives and Clearwave benchmarks.
• Client relationships: Serve as the trusted partner for a book of 30 to 40 clients, building relationships with practice administrators, executives, operations and revenue cycle leaders, front office teams and IT.
• Reporting and business reviews: Build and present performance dashboards and business reviews that translate portal data into business value, with revenue impact first, operational efficiency second and patient experience as the enabler of both.
• Account health and risk: Maintain account health scores, investigate meaningful drops, flag at-risk accounts early, and coordinate with Account Management when a client is evaluating a competitor.
• Enterprise accounts: Grow to manage enterprise and multi-location accounts within the first year, with a structured ramp, including enterprise rollups, and understand how each client’s EMR and PM System environment shapes workflows and results.
• Growth partnership: Identify and qualify expansion opportunities and hand them to Account Management or Sales with context. Provide usage and outcome insight ahead of renewals, which Account Management leads along with pricing.
• Collaboration: Advocate for clients across Implementation, Support, Product, Sales and Marketing. Bring the voice of the client to Product, and partner with Marketing on references, case studies and webinars.
• Ways of working: Use AI-enabled tools to prepare for client calls and analyze performance and handle client data in line with HIPAA and Clearwave’s PHI policy.

What Success Looks Like

Success is measured by:

• Adoption and outcome improvement across the book.
• Account health movement.
• Client satisfaction and executive engagement.
• Qualified expansion opportunities.
• The quality of insight supporting renewals.
• The accuracy of Salesforce and health score data.

Qualifications

• Minimum of two (2) years in a Customer Success Manager role, or 5+ years in a related client-facing SaaS role, with a proven record of driving post-sale adoption and measurable client outcomes. Healthcare SaaS experience strongly preferred.
• Strong business acumen, experience with or demonstrated aptitude for executive-level presentations and analytical comfort turning data into a clear story. Salesforce experience is a plus.
• Strong communication skills, with poise and tact in high-pressure situations. Self-directed and organized in a remote, team-based environment.
• Willingness to travel 10% to 25%.
• Bachelor’s degree from an accredited 4-year college or university, or equivalent experience.

Preferred

• 5+ years of healthcare experience with strong knowledge of the patient intake and patient access process.
• Familiarity with EMR and PM System platforms, revenue cycle workflows, and HIPAA.
• Experience with enterprise or multi-location clients.