Customer Success Manager

Direct Manager: Sr Director of Customer Success

Work Authorization: Must be authorized to work in the United States

Key Care is an Epic-based virtual care company whose purpose is to improve access to care. We do this by providing health systems with a tech-enabled virtual care workforce that helps expand their capacity and access in a variety of ways.

We are seeking a Customer Success Manager to own and grow Key Care’s strategic relationships with health system partners. In this role, you will develop deep partnerships with program leaders and executives, ensure customers realize ongoing value from our platform, and proactively guide them toward best-practice adoption and continuous improvement over time. You will serve as a strategic advisor to customers, helping them optimize performance, address evolving needs, and identify opportunities for expansion.

You will also work closely with internal teams to deliver timely support and solutions. The ideal candidate excels at communication, stakeholder engagement, and driving customer outcomes with a strong sense of urgency.

• Build and nurture trusted, long-term relationships with senior leaders and key stakeholders within health system and healthcare organization partners.
• Serve as the primary point of contact for customer success at our partner organizations, understanding organizational goals, priorities, and partnership expectations.
• Ensure health systems experience measurable value from their partnership with Key Care by tracking key success metrics and outcomes.
• Anticipate and proactively respond to customer needs, ensuring timely and high-quality support and solutions.
• Clearly and effectively communicate customer insights, risks, and opportunities to internal stakeholders.
• Advocate for customer priorities internally to help shape product and service enhancements.
• Identify and cultivate opportunities for additional growth within existing accounts including expanded service offerings or deeper engagement.
• Lead business reviews, executive check-ins, and strategic planning conversations that influence long-term growth.
• Prepare and present strategic reviews and success reports to customers showcasing value and outcomes.

• Develop and refine customer success tools and methodology
• Participate in cross-functional internal initiatives to drive company goals and priorities forward
• Monitor and maintain the customer renewal pipeline to ensure timely renewals
• Forecast future customer growth and resource needs
• Partner with Sales on customer upsell opportunities
• Stay abreast of account management and customer success trends and best practices, integrating innovative concepts into the service delivery model
• Build and maintain an expertise in the company’s product portfolio
• Stay informed of Epic product enhancements, development road maps, and company product road map
• Stay informed of Healthcare industry news, trends and challenges

• Bachelor's Degree in information technology, life sciences, healthcare administration, or business related field or equivalent combination of education/related experience

• 3+ years of experience in customer success, account management, or related role with a focus on enterprise health systems or technology partnerships.
• Experience in healthcare technology, SaaS platforms, or virtual care solutions
• Strong communicator with excellent verbal, written, and presentation skills.
• Demonstrated ability to build and sustain executive-level relationships and influence outcomes.
• Customer-centric mindset with a strong sense of urgency and responsiveness.
• Proven track record of managing multiple priorities and driving measurable impact in complex environments.

• Epic certification in MyChart, Epic Care Ambulatory, or Cadence
• Understanding of health system workflows, Epic integrations, and clinical operations.
• Familiarity with CRM tools
• Experience identifying upsell/expansion opportunities and driving growth initiatives.
• A bias for action and ownership. You move quickly, take initiative, and follow through with care

Eligible for company benefits upon package roll out:

• Medical
• Vision
• Life Insurance
• 401K
• Disability
• Flexible PTO

• Travel required for key customer events and staff retreats – up to 25%

We encourage all qualified applicants to apply. Key Care is committed to its evolution towards a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender or gender identity, sexual orientation, age, marital status, disability, sex, country of origin, or veteran status.