Client Success Manager

NextGen Healthcare India Pvt Ltd; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

NextGen Healthcare India Pvt Ltd in Bengaluru seeks a Client Success Manager I to advocate for client satisfaction and retention across a portfolio of enterprise clients. You will coordinate with executives and clinician champions, align client strategy with NextGen goals, and drive cross-functional initiatives to deliver value.

You will manage governance and communications to ensure contractual commitments, identify growth opportunities, and monitor health metrics.

Qualifications

• Bachelor’s degree in business administration/management or healthcare administration/management.
• 3 years’ account management or related field.
• 3-5 years’ healthcare experience in ambulatory or health system.
• 3 years’ NextGen experience.
• Proven success improving client satisfaction, retention and growth of clients.
• Experience managing large multi-million-dollar enterprise software clients.

Responsibilities

• Advocate for overall client satisfaction and retention across assigned enterprise clients.
• Collaborate with subject matter experts and stakeholders to align client strategy with NextGen goals.
• Lead governance, risk, communication, and cadence to meet contractual commitments.
• Identify growth opportunities within accounts to support expansion and retention.
• Conduct monthly reviews to track progress and optimize value delivery for clients.

Skills

Executive-level presentation

Communication skills

Account management

Project management

Change management

Problem solving

Education

Bachelor's degree in business/healthcare management

Job description

Client Success Manager I Job Description: The Client Success Manager I serves as an advocate with primary responsibility for the overall satisfaction and retention for assigned enterprise client base. This role collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and development of client strategy. This role will initiate, cultivate relationships with customer decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and client goals. Manage a portfolio of small to mid-market clients, serving as the primary point of contact and strategic advisor. Collaborate with internal teams, administrators, and client stakeholders to define vision, set objectives, and align annual goals. Lead and oversee cross-functional initiatives that deliver strategic, business-aligned outcomes based on clients’ unique needs and objectives. Establish and manage governance, risk, communication, and operational cadences to ensure contractual commitments are met and client satisfaction is achieved. Identify and communicate growth opportunities within existing accounts to support client expansion and retention efforts. Conduct regular monthly meetings and dashboard reviews to track progress, optimize value delivery, and maintain alignment with client goals. Monitor all aspects of the client experience, including project status, solution adoption, SLA compliance, and business goal progress; maintain a comprehensive client “notebook” for unified tracking. Continuously assess client health across financial, risk, dependency, and scheduling dimensions, implementing mitigation strategies as needed. Serve as the voice of the customer, providing feedback to product teams and contributing to the ideation and development of new services. Perform additional duties as needed to support the overall success of the client relationship and organizational goals. Perform other duties that support the overall objective of the position.

Education Required

• Bachelor’s degree in business administration/management, healthcare administration/management.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required

• 3 years’ account management, sales, services, or related field.
• 3 years’ Healthcare Information Technology (HIT) vendor experience.
• 3-5 years’ Healthcare experience in ambulatory or health system.
• 3 years’ NextGen experience.
• Successfully managed large multi-million-dollar clients’ enterprise software systems and solutions.
• Proven success improving overall client satisfaction, retention and business growth of clients.
• Strong command of the NextGen portfolio of solutions or comparable vendor, or former client.

Knowledge, Skills & Abilities

• Knowledge of: Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen.
• Skill in: Client-focus with excellent communication & interpersonal skills. Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills.

Ability to

• Assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally; actively seek, develop, and proactively contribute to collaborative relationships.
• Work autonomously, with limited instruction.

Company statement

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience Level

Mid Level