Customer Success Manager, Provider Data Management

Customer Success Manager, Provider Data Management

Hybrid Remote
• Remote (local to Columbia, MD preferred)
• Products

Full-time

The Customer Success Manager (CSM) for Provider Data Management (PDM) is responsible for driving the successful adoption, satisfaction, retention, and expansion of Leap Orbit's provider data products, primarily our flagship platform, Convergent. At Leap Orbit, "We turn health data into public good." Guided by this mission, this role serves as the trusted advisor and primary point of contact for our enterprise payer, health plan, and Health Information Exchange (HIE) customers.

The individual will work directly for the Director, Head of Product. This role will collaborate closely with cross-functional teams comprised of customers, internal staff, third‑party consultants, technology suppliers, and member/participant staff and vendors to achieve Leap Orbit deliverables. They will ensure that Leap Orbit customers receive a best‑in‑class experience rooted in data quality, accurate provider directories, and a relentless pursuit of interoperability to drive efficiency, quality, and trust.

This position is also expected to support the overall operation of Leap Orbit when needed. Certain tasks may be asked that do not fall into the essential functions of this job. This role offers the flexibility of working from home within the United States (ideally based in Maryland), with the strict requirement that the individual must work East Coast hours. There will be opportunities to attend conferences, trainings, and meetings with key stakeholders as required.

• Own, manage, and nurture the customer relationship for a portfolio of Leap Orbit's PDM (Convergent) customers, ensuring long‑term partnerships, high customer satisfaction, and contract retention.
• Guide customers through the onboarding and implementation lifecycle post‑sale, collaborating with technical implementation engineers and customer teams to ensure on‑time, high‑value product launches.
• Gather and synthesize customer requirements, validate assumptions, and collaborate with Product Management and Engineering teams to incorporate feedback into the product roadmap.
• Lead regular business reviews and status meetings with customer stakeholders to demonstrate product value, review adoption metrics, and align Convergent's capabilities with customer strategic goals.
• Serve as a domain expert on provider directory regulations, including CMS Interoperability and Patient Access rules, helping customers achieve regulatory compliance and directory accuracy.
• Monitor customer health scores, contract renewal dates, and utilization metrics; proactively identify at‑risk accounts and execute mitigation plans.
• Partner with Sales and Account Management to identify expansion, up‑sell, and professional services opportunities within the existing customer base to drive net revenue retention.
• Practice humble, ruthless, and constant reprioritization of customer needs and support escalations, ensuring resources are focused on the highest‑impact resolutions.
• Guide customers through system updates, API integrations (including FHIR‑based endpoints), and portal configurations, ensuring uninterrupted access to their provider directories.
• Create and maintain customer‑facing onboarding documentation, training materials, and FAQs to facilitate self‑service adoption and minimize support ticket volumes.
• Complies with company policies, procedures, and security regulations (including HIPAA safeguards as a Business Associate).
• Attend routine team and status meetings.
• Must work East Coast hours to align with East Coast customers and headquarters operations.
• If not local, ability to travel to HQ (Columbia, Maryland) or customer sites on a quarterly basis to participate in planning sessions, stakeholder meetings, and team collaboration events.
• Performs other related duties to support overall customer success and company operations.

Behavioral and Technical Competencies

• Excellent in time management with the ability to manage multiple customer work streams.
• Self‑motivated and proactive with a strong sense of ownership.
• Deep understanding of…