[Hiring] Senior Customer Success Manager @Candor Health

Role Description

As a Senior Customer Success Manager at Candor Health, you will play a pivotal role in ensuring our clients' success. You will serve as a trusted advisor, technical consultant, and strategic partner to our clients, working closely with them to understand their unique challenges and how Candor Health's product suite can address their needs. This is not just a traditional relationship management role - you are expected to roll up your sleeves, dig into the data, and bring deep analytical intuition to every client engagement. With your expertise and dedication, you will nurture strong relationships, drive product adoption, and help our clients achieve their desired outcomes. You will bridge the gap between our product and our clients' business objectives through proactive project management, expert storytelling, and technical ownership.

Responsibilities

• Client Relationships & Strategic Advisory
  • Serve as the primary point of contact for your book of clients, leading calls independently and driving follow-up action items to closure.
  • Act as a trusted strategic advisor: understand each client's business goals, ask open-ended questions, and translate Candor's data into compelling narratives that directly address client priorities.
  • Build strong relationships that enable clients to feel heard, valued, and well-served at every touchpoint.
  • Navigate organizational complexity with executive presence, communicating confidently with senior stakeholders.
  • Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise clients.
• Technical Ownership & Data Fluency
  • Develop strong knowledge of Candor's platform, data structures, and underlying sources, with the goal of fielding the majority of client questions.
  • Investigate client data questions, replicating issues independently and owning the triage process.
  • Build and interpret data to surface actionable insights, translating the data into clear business stories.
• Proactive Account Management
  • Manage complex client projects end-to-end: own timelines, mitigate risk, and hold both internal and external teams accountable.
  • Take full ownership of client health - you proactively run in the direction of problems rather than waiting for issues to escalate.
  • Provide ongoing support and guidance to clients, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes.
  • Drive client retention and expansion, proactively identifying risks and uncovering opportunities for expansion.
  • Monitor client satisfaction proactively and maintain clear, up-to-date tracking of open action items, risks, and milestones across your portfolio.
  • Conduct regular business reviews with clients, identifying opportunities for growth, expansion, and upsells of Candor's solutions.
• Cross-Functional Collaboration & Product Feedback
  • Partner with Sales to support prospects, and work to identify upsell opportunities within the existing client base.
  • Contribute to documentation and enablement resources that empower clients to get maximum value from Candor's data.
  • Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting clients in maximizing their usage.
  • Collaborate with Engineering and Product on high-visibility implementations and ongoing projects.
  • Leverage client feedback to inform product enhancements while prioritizing client needs and expansion opportunities.

Qualifications

• 8+ years in a client-facing role in implementation, customer success, account management, technical account management, or a related role, preferably within healthcare technology or the payer space.
• Demonstrated track record of managing complex, high-value accounts and exceeding retention and expansion targets.
• Strong understanding of the healthcare industry, including prior experience working with payers, health systems, and/or digital health companies strongly preferred.

Requirements

• Advanced Excel - you can build models, manipulate large datasets, write formulas, and turn data into client-ready outputs while telling a story.
• Strong analytical, problem-solving, and data investigation abilities - you can interpret trends, identify anomalies, and drive conclusions.
• Experience with Jira, Google Suite, Slack, AI tooling, and advanced Excel skills.
• Comfort writing basic data queries (preferred) and/or working directly with structured data to investigate client questions.
• Experience with APIs.

Benefits