Principal, Client Success Manager

Principal Client Success Manager Job Summary

The Principal Client Success Manager (CSM) serves as a senior strategic advisor to Veradigm’s most complex and high-impact clients, representing the voice of the client within Veradigm and the voice of Veradigm to the client. The Principal CSM is accountable for strengthening executive relationships, accelerating solution adoption, identifying growth opportunities, protecting revenue, and mitigating client attrition. Operating with a high degree of autonomy, the Principal CSM brings together client executives and senior cross-functional stakeholders to align Veradigm’s solutions, services, and strategic roadmap with the client’s financial, operational, and regulatory priorities.

This role anticipates risks, identifies systemic issues, and leads coordinated action across Product, Operations, Support, Services, Sales, Finance, and other teams to deliver measurable client outcomes. The Principal CSM also serves as a thought leader within the Client Success organization. This individual establishes best practices, influences client engagement strategy, mentors other Client Success Managers, and helps improve the processes and operating models used to manage Veradigm’s client portfolio.

• Serves as the primary strategic and operational advisor for Veradigm’s most complex, high-value, or high-risk client relationships
• Develops trusted relationships with client executives and senior decision-makers, connecting Veradigm’s capabilities to the client’s strategic, financial, operational, and regulatory priorities
• Leads complex, cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Product, Support, Finance, and Operations
• Creates and drives comprehensive client success plans with clear objectives, measurable outcomes, risks, dependencies, and executive-level accountability
• Facilitates strategic roadmap planning across current and future initiatives, aligning Veradigm solution investments and release plans with client priorities
• Leads executive operational reviews and participates in Strategic Business Reviews, translating performance data, client feedback, and business trends into actionable insights and recommendations
• Provides advanced consultative guidance on client growth plans, solution adoption, workflow optimization, and opportunities to expand the Veradigm footprint
• Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms
• Identifies emerging risks and systemic issues before they materially affect client outcomes, revenue, regulatory compliance, or the broader client portfolio
• Leads cross-functional resolution of critical escalations, establishing clear ownership, priorities, timelines, and communication plans
• Ensures oversight and executive visibility for complex Veradigm services initiatives, including progress, dependencies, risks, and business outcomes
• Advises clients and internal stakeholders on regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions
• Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents
• Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices
• Leads root cause analysis for recurring or high-impact issues and influences sustainable corrective actions across teams
• Supports resolution of complex financial and contractual matters, including concessions,…