Customer Success Manager

About Us CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth’s automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time. Customer Success Manager As a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform. You bring deep healthcare expertise, technical fluency, an AI-forward mindset, and the confidence to lead high-stakes conversations that connect our technology to clinical, operational, and financial impact — ultimately driving retention and expansion of customer partnerships. This role is ideal for someone who has led or supported healthcare operations — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology. You're proactive, strategic, and skilled at leveraging AI tools and insights to influence decision-making at the executive and senior system-level to drive long-term success for our customers and CipherHealth alike. You're scrappy, resourceful, and energized by ambiguity — you connect the dots others miss, act before being asked, and know how to get things done even when the path isn't perfectly clear. Key Responsibilities: Customer Retention & Growth: Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical staff, identifying opportunities for growth, and developing tailored plans to achieve those goals. Account Planning: Develop comprehensive account plans that align with customer needs, CipherHealth's platform capabilities, and business objectives. Stakeholder Management: Build strong relationships with key stakeholders, including health system executives, clinicians, and other decision-makers, to ensure seamless communication and collaboration. Data Analysis & Insights: Leverage data analytics tools and AI-driven insights to inform strategic decisions, identify trends, and measure the effectiveness of customer success initiatives. Collaboration & Communication: Foster a culture of collaboration and open communication within your portfolio by facilitating regular check-ins, providing training and support, and celebrating successes. Continuous Improvement: Stay up-to-date with industry trends, best practices, and CipherHealth's platform advancements to continuously improve customer success strategies and tactics. You're the ultimate problem-solver — you thrive in ambiguity, are adept at navigating complex systems, and know how to get things done even when the path isn't perfectly clear. If this sounds like your dream role, we'd love to hear from you!