Customer Success Manager

Care Tracker is hiring for a Customer Success Manager. The Customer Success Manager is responsible for the overall health, retention, and growth of the Company’s direct client portfolio. This role combines two core areas of focus in approximately equal measure. The first is client success: driving client satisfaction and retention, serving as the voice of the client within the organization, and building strong, lasting relationships that foster engagement, advocacy, and long-term partnership.

The second is account growth: expanding revenue within the existing client base by developing a deep understanding of each client’s operational goals and identifying opportunities to align Company products and services with evolving needs. Success in this role requires an individual who is equally effective as a trusted advisor and a strategic business partner. The ideal candidate possesses a strong understanding of healthcare operations, can confidently introduce commercial opportunities within established service relationships while preserving trust, and is capable of independently managing priorities across a large and geographically diverse portfolio.

• Hold high-level accountability for 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 one-on-one client meetings with higher‑value accounts and engage smaller accounts on a scheduled or as‑needed basis. Conduct on‑site visits with client leadership where the relationship or the 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 when needed
• Work across the organization with product teams and senior leadership to align the roadmap to client needs, bringing forward themes from the client base and translating roadmap direction back into terms clients can act on.
• Develop and execute retention strategies for accounts identified as at risk, including targeted recovery plans for dissatisfied clients.
• Own the NPS program for the direct base, covering contact accuracy, survey distribution, response follow‑up, and the tracking required to turn feedback into action.

• Carry and deliver against an assigned growth target for the existing client base.
• Develop working knowledge of the full product portfolio and recognize where a client’s operational problem maps to a company solution.
• Recommend add‑on products and value‑add solutions proactively, help clients quantify the expected impact, and surface objections early enough to work through them.
• Manage the back-to-base sales cycle end to end, from discovery and demonstration through proposal, pricing, negotiation, and close, drawing on sales engineering or product support where deeper expertise is required.
• Negotiate fees, contracts, and renewals supported by a documented business case, and lead price increase execution including notification and the resulting client questions and disputes.
• Manage new provider add requests, including required forms, pricing, and hand‑off to finance.
• General

• Support AR and collections activity, including aging reviews, invoice disputes, credit requests, and the internal approval path for account shutoff or collections action.
• Complete recurring invoice audits, contract reviews, and account profitability reviews.
• Maintain the Customer Face Sheet and Dynamics records so that account history, open…