Client Success Manager

NextGen Healthcare India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NextGen Healthcare India seeks a Client Success Manager for Digital Touch and Low Touch programs to drive adoption, value realization, and retention across a broad client portfolio. The role blends customer success best practices, digital engagement, and data-driven outreach to help clients achieve measurable outcomes primarily through technology-enabled channels.

You will act as a trusted advisor, guiding clients through lifecycle programs, monitoring success signals, and collaborating with

Qualifications

• Bachelor's degree in business administration/management or healthcare administration.
• 3 years' account management, sales, services, or related field.
• 3-5 years' Healthcare IT vendor experience.
• 3 years' NextGen experience.
• Proven success improving client satisfaction, retention and growth.
• Experience managing large enterprise software client portfolios.

Responsibilities

• Manage a portfolio of small to mid-market clients as primary contact and advisor.
• Collaborate with internal teams, administrators, and client stakeholders to align goals.
• Lead cross-functional initiatives delivering business-aligned outcomes.
• Establish governance, risk, communication, and cadence to meet commitments.
• Identify growth opportunities within accounts to expand and retain clients.
• Conduct monthly meetings and dashboard reviews to track progress.
• Monitor client experience including project status, SLA, and goal progress.
• Act as voice of the customer, feeding feedback to product teams.
• Perform other duties to support client relationships and organizational goals.

Skills

Client-facing

Account management

Cross-functional

Executive communication

Project management

Data-driven

Relationship building

Education

Bachelor's degree in business administration/management

Healthcare administration/management

Job description

The Client Success Manager (CSM) for Digital Touch and Low Touch programs supports a scaled-engagement model designed to drive adoption, value realization, and retention across a broad portfolio of clients. This role blends customer success best practices, digital engagement, data-driven outreach, and process execution to help clients achieve measurable outcomes primarily through technology-enabled channels.

The CSM serves as a trusted advisor for NextGen Healthcare's clients by guiding them through lifecycle programs, monitoring their success signals, and delivering timely, proactive digital interactions. This role collaborates with cross-functional teams - including Product, Marketing, Services, Support, Growth, and Operations to strengthen our digital-first engagement model and enhance client experience.

• 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: 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.