Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 3 days ago

Client Success Manager

Medical Informatics Engineering/Enterprise Health6 open roles

Where
United States
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowClient Success ManagerMedical Informatics Engineering/Enterprise Health · United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Medical Informatics Engineering/Enterprise Health's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market. Medical Informatics Engineering/Enterprise Health postings stay open a median of 3 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 3 days ago

Medical Informatics Engineering/Enterprise Health median: 3 days open

The posting

Enterprise Health is standing up a dedicated Client Success Management function to close a long-standing gap: Account Management has been informally absorbing CSM responsibilities alongside its commercial ownership, leaving no clean signal on client health, adoption, or sentiment. The Client Success Manager (CSM) owns the operational client relationship after go-live — driving adoption, generating the health and Voice of Customer signal that informs commercial decisions, and resolving escalations that go beyond a routine support ticket.

The CSM is accountable for the outcomes that justify the account's continued and expanded investment in Enterprise Health, without carrying quota or negotiating contract terms. Account Management remains accountable for the commercial relationship and owns all renewals, in all cases.

Key Responsibilities

Onboarding & Adoption

  • Own the onboarding success plan and adoption/engagement plan for each assigned account once Deployment hands off a live client.
  • Monitor adoption trends and proactively intervene where usage lags expectations.
  • Shadow deployments prior to handoff so the account transition carries context, not a cold start.

Client Health & Voice of Customer

  • Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment — rather than relationship intuition alone.
  • Own Voice of Customer signal generation, feeding the Client Success Leader's aggregated, prioritized theme set for Product leadership review.
  • Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in.

Escalation Ownership

  • Take ownership of Support escalations that meet defined triggers: repeat tickets on the same root issue, client language signaling relationship risk, an SLA breach on a dedicated account, anything touching contract or scope, an unresponsive client, or a change in client contact.
  • Own Tier 1 Account Management escalations directly, and share ownership of Tier 2 escalations with the Client Success Leader — enriching the AM's initial case record with technical detail and driving it through resolution.
  • Serve as the client relationship owner on complex, multi-phase recovery efforts, working alongside PMO (project plan) and Deployment (where the issue is implementation-related).

Expansion & Renewal Support

  • Identify and flag expansion opportunities surfaced through day-to-day engagement, routing them to Account Management for pursuit and close.
  • Provide health input into renewal conversations, without owning renewal negotiation or outcome.

Relationship & Business Reviews

  • Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content.
  • Own the operational components of the account strategic plan, with Account Management owning the commercial components.

What This Role Does Not Own

These boundaries exist specifically to prevent the ownership overlap this function was created to fix:

  • Contract negotiation, pricing, or quota — CSM does not carry a number and does not negotiate terms.
  • Renewals — owned by Account Management in all cases; CSM provides health input only.
  • Individual ticket resolution — owned by Tier 1/Tier 2 Support; CSM is not a pass-through for routine tickets.
  • Deployment configuration or go-live delivery — owned by the Deployment team; CSM is consulted, not accountable, during implementation.
  • Project plans for recovery or remediation efforts — owned by PMO; CSM owns the relationship, not the plan.

Responsibility Matrix

Drawn directly from the finalized Cross-Functional Ownership Model & RACI. R/A = Responsible/Accountable for that activity.

Responsibility Area

What the CSM Owns

Boundary / Handoff

Onboarding & Adoption

Owns onboarding success plan and adoption/engagement plan once an account hands off from Deployment.

Deployment owns the technical build and go-live; CSM owns what happens after the client is live.

Ongoing Relationship (Operational)

Owns the day-to-day operational relationship — usage, satisfaction, and value realization.

Account Management owns the commercial relationship and all renewals, with no exceptions.

Health Scoring & Risk Signal

Owns health score and risk flagging for assigned accounts.

Built from data — case volume/severity, adoption, sentiment — not relationship intuition alone.

Voice of Customer

Owns VoC /sentiment signal generation for assigned accounts.

Feeds the Client Success Leader's aggregated, prioritized signal to Product leadership.

Support Escalation Handling

Takes ownership of escalations Support elevates per defined triggers (repeat root-cause issues, relationship-risk language, SLA breaches, contract/scope mentions, unresponsive clients, contact changes).

CSM is not a pass-through for routine tickets — Tier 1/Tier 2 Support resolves individual tickets solo.

AM Escalation Handling

Owns Tier 1 AM escalations directly; shares Tier 2 ownership with the Client Success Leader.

AM logs the initial case record and remains a watcher/CC — CSM enriches, owns, and resolves.

Complex Recovery / Remediation

Owns the client relationship through complex issue resolution, optimization, and multi-phase recovery efforts.

PMO owns the project plan; Deployment is consulted if the issue is configuration-related.

Expansion Signal

Identifies and flags expansion opportunities surfaced through operational engagement.

Account Management owns pursuit, negotiation, and close.

Renewal Support

Provides health input into the renewal process.

Account Management owns renewal negotiation and the outcome.

QBR / EBR Delivery

Owns delivery of Quarterly/Executive Business Reviews for assigned accounts.

Coordinates content with AM where commercial topics are relevant.

Account Strategic Plan

Owns the operational components of the account strategic plan.

Account Management owns the commercial components.

Cross-Functional Collaboration

  • Support Leader & Tier 1/2 teams: day-to-day partners on the escalation path defined above; friction is worked out peer-to-peer, with the Client Success Leader as tie-break only when the two can't reach agreement.
  • Account Management: primary interface for escalation handoffs and health input into renewals; AM and CSM don't share a leader, so this path runs through the structured escalation case log, not informal contact.
  • PMO & Deployment: shadow deployments pre-handoff; partner on complex recovery efforts where a situation has outgrown a normal ticket.
  • Client Success Leader: aggregates CSM-generated health and VoC signal into the structured set presented to Product leadership.

Success Metrics

  • Adoption and engagement trend across assigned accounts
  • Accuracy and timeliness of health scores relative to realized outcomes (churn and escalation)
  • Escalation handling: time to acknowledge, time to resolve, recurrence rate
  • QBR/EBR delivery consistency and quality
  • Quality and actionability of VoC signal delivered to Product

Qualifications

  • 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
  • Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
  • Strong written and verbal communication; able to manage escalations calmly under client pressure
  • Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions
  • Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)
  • Travel up 10% per month (many months will not require any travel)
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Medical Informatics Engineering/Enterprise Health's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Medical Informatics Engineering/Enterprise Health's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Medical Informatics Engineering/Enterprise Health's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.