Client Success Manager

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.

• 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.

• 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.
• 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).

• 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.

• 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.

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.

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…