Client Support Manager

Clearpatheliminates

CDs by enabling healthcare facilities to securely share medical images and documents with patients, providers, and third parties. We partner with 1,800+ facilities, all major PACS/RIS/EMR platforms, and leading healthcare technology companies through both direct and white-label solutions.

• Handle a high vokume of complex support issues & act as a secondary escalation point on the suppirt team for client issues. Able to step in and manage high-priority situations with confidence and clarity
• Develop deep expertise in the Clearpath platform, including workflows across legal, patient, and provider use cases
• Support complex client scenarios, troubleshooting issues across integrations, workflows, and user access
• Partner closely with the Director of Client Success to manage day-to-day client operations and priorities
• Lead client-facing interactions when needed, including training sessions, workflow reviews, and issue resolution calls
• Use Zoho to track, manage, and prioritize eacalated customer support tickets & activity with strong documentation and follow-through
• Identify patterns in support issues and proactively recommend process or product improvements
• Support onboarding and ongoing training for both clients and internal team members
• Collaborate cross‑functionally with Implementation, Product, IT, Account Management, and Sales teams

• Can independently handle escalations that previously required Director‑level involvement
• Builds strong credibility with clients through clear, confident communication
• Demonstrates deep understanding of platform workflows and use cases
• Reduces dependency on a single subject matter expert across the team
• Improves response times, issue resolution quality, and overall client satisfaction
• Contributes to internal knowledge sharing and team enablement

• 4–7+ years in client success, customer operations, or technical support within a SaaS or healthcare technology environment
• Experience handling escalations and complex client issues
• Familiarity with healthcare workflows (imaging, HIM, Release of Information (ROI), or interoperability) strongly preferred
• Familiarity with legal request processing, medical record fulfillment, and image release workflows
• Experience working with ROI vendors (e.g., MRO, Verisma, Sharecare, etc) or within hospital/imaging center medical records departments
• Understanding of healthcare data exchange, compliance considerations, and operational workflows related to patient records
• Experience with ticketing/support systems (Zoho preferred; Zendesk, Hub Spot, etc. acceptable)

• Strong problem‑solving and troubleshooting ability across technical and operational workflows
• Excellent communication skills, especially in high‑pressure or escalated situations
• Ability to operate independently and take ownership of issues end‑to‑end
• Highly organized with strong attention to detail
• Comfortable learning complex systems and becoming a subject matter expert

• Calm under pressure; able to deescalate challenging client situations
• Naturally curious and driven to understand how systems and workflows function
• Takes initiative and does not rely on constant direction
• Strong sense of accountability and follow‑through
• Thrives in a fast‑paced, evolving environment

• Reports directly to the Director of Client Success
• Works closely on the Support team, & partners with Implementation, Product, IT, Sales, and Account Management teams