Client Success Manager

About us

Tele Tracking began with a simple but powerful belief that no one should wait for the care they need
. More than a slogan, it’s a promise to continually improve healthcare.

Tele Tracking builds groundbreaking technology incorporating deep clinical expertise
. Our solutions are used in the nation’s largest healthcare systems and around the world to positively impact patients, families and communities.

_ What’s your contribution to the Tele Tracking story? _

When you choose to bring your passion and skills to help achieve our purpose, you’ll be part of a team that understands that there’s a human life behind every data point. Your skills, curiosity, and compassion—will help fuel our innovation and achieve the Tele Tracking promise of revolutionizing modern healthcare.

The Client Success Manager (CSM) serves as the long-term strategic partner for a portfolio of health system clients. The CSM is the navigator ensuring clients know where they are, where they’re going, and how to get the most out of the journey. You are the connective tissue between our clients’ operational goals and Tele Tracking’s full solution ecosystem.

This role is not a reactive support function. CSMs at Tele Tracking are proactive, data driven partners accountable for client health, platform adoption, contract retention, and growth. You will be the internal voice of your clients and the external face of Tele Tracking’s value.

This position requires up to 25% travel.

• Serve as the primary point of contact for a defined portfolio of health system client’s post-implementation.
• Establish and maintain executive-level relationships with key stakeholders including CNOs, COOs, and VP-level operational leaders.
• Conduct structured business reviews and strategic touchpoints that connect Tele Tracking utilization data to client strategic priorities.
• Proactively identify and elevate client risk signals before they become retention threats.

• Monitor utilization metrics and workflow compliance across client accounts; drive corrective action when adoption lags.
• Partner with clients to identify unrealized value from existing Tele Tracking modules and develop structured adoption roadmaps.
• Translate clinical and operational objective into measurable Tele Tracking use cases with defined KPIs.
• Document and communicate client outcomes to reinforce renewal and expansion conversations.

• Own renewal accountability for your portfolio; forecast renewal risk and communicate pipeline status to leadership on a defined cadence.
• Identify and qualify expansion opportunities including additional modules, sites, or enterprise agreements.
• Partner with Sales and Strategic Accounts on upsell and cross-sell motion; provide credible client context that accelerates commercial decisions.
• Maintain accurate account health records and opportunity tracking in Salesforce.

• Coordinate resolution of complex client issues by engaging the right internal resources (Clinical, Support, Services, Product, and Engineering) with clear ownership and timelines.
• Serve as a client advocate internally while maintaining credibility as a trusted advisor externally.
• Manage escalations with a structured, documented approach; defined problem statements, accountability matrix, resolution milestones, and post-mortem summaries.

• Maintain complete and current account documentation - stakeholder maps, health scores, open issues, contract details - accessible to all internal teams.
• Collaborate with Implementation and Delivery teams during transitions to ensure continuity of client context and…