Client Success Manager

Clearwave Corporation; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Clearwave Corporation, an Atlanta-based healthcare technology company, is seeking a Client Success Manager to lead post-sale adoption and measure outcomes across a portfolio of 30–40 healthcare clients. You will partner with executives and frontline teams to drive value, retention, and expansion while maintaining strict HIPAA-compliant data practices.

You will coordinate cross-functionally with Implementation, Support, Product, Sales, and Marketing to translate client insights into actionable

Qualifications

• Minimum of two (2) years in a Customer Success Manager role, or 5+ years in a related client-facing SaaS role, with a proven record of driving post-sale adoption and measurable client outcomes.
• Strong business acumen, experience with executive-level presentations and turning data into a clear story; Salesforce experience is a plus.
• Strong communication skills, with poise and tact in high-pressure situations; remote, self-directed and organized.
• Willingness to travel 10% to 25%.
• Bachelor’s degree from an accredited 4-year college or university, or equivalent experience.
• 5+ years healthcare experience strongly preferred.
• Familiarity with EMR and PM System platforms, revenue cycle workflows, and HIPAA; enterprise or multi-location client experience.

Responsibilities

• Adoption and outcomes. Drive continued adoption across modules, locations and workflows after go-live, guided by success plans tied to client objectives and Clearwave benchmarks.
• Client relationships. Serve as the trusted partner for a book of 30 to 40 clients, building relationships with admins, execs, operations and revenue cycle leaders, front office teams and IT.
• Reporting and business reviews. Build and present performance dashboards and business reviews translating portal data into business value.
• Account health and risk. Maintain account health scores, flag at-risk accounts early, coordinate with Account Management when a client considers alternatives.
• Enterprise accounts. Grow to manage enterprise and multi-location accounts within the first year with structured ramp.
• Growth partnership. Identify and qualify expansion opportunities and hand to Account Management or Sales with context.
• Collaboration. Advocate for clients across Implementation, Support, Product, Sales and Marketing; provide client voice to Product and Marketing on references.
• Ways of working. Use AI-enabled tools to prepare for client calls and analyze performance while handling client data per HIPAA and Clearwave PHI policy.

Skills

Customer success

Executive communication

Data storytelling

Remote work

Travel readiness

Healthcare SaaS experience

Healthcare industry knowledge

Education

Bachelor’s degree

Job description

Clearwave Corporation is an innovative healthcare technology company based in Atlanta, Georgia that provides a complete patient-engagement platform for specialty practices. Our solutions simplify patient experiences and help practices grow and scale in our ever-changing healthcare environment, all to create a better all-around healthcare experience. With proven ROI, Clearwave improves practice revenues, reduces staff workload, and enhances the patient experience. Through self-service scheduling and check-in, patient communication, and insurance verification, Clearwave helps practices provide a digital-first, convenient, compliant, and safe experience that patients have come to expect from healthcare providers. With 95% client retention, we understand that we’re stronger when we support our customers. Clearwave is committed to superior client onboarding and ongoing client success with an unsurpassed client-partner relationship.

Overview

Clearwave is the AI Patient Engagement Platform for healthcare organizations that must adapt and scale with leaner operational teams. Founded in 2004 and based in Atlanta, Georgia, Clearwave serves more than 5,000 healthcare locations with AI Agents that work alongside client staff to drive collections, reduce administrative workload and create a seamless patient experience.

The Client Success Manager (CSM) is a critical part of Clearwave’s growth strategy. Once a client is live and out of implementation, the CSM owns the relationship and the results: driving deeper adoption, proving measurable outcomes and protecting account health. We are looking for a natural customer advocate who is data-minded, comfortable in front of executives, and energized by a fast-paced environment.

Responsibilities

• Adoption and outcomes. Drive continued adoption across modules, locations and workflows after go-live, including Voice, Clinical Intake, Reschedule Assist and Payments, guided by success plans tied to client objectives and Clearwave benchmarks.
• Client relationships. Serve as the trusted partner for a book of 30 to 40 clients, building relationships with practice administrators, executives, operations and revenue cycle leaders, front office teams and IT.
• Reporting and business reviews. Build and present performance dashboards and business reviews that translate portal data into business value, with revenue impact first, operational efficiency second and patient experience as the enabler of both.
• Account health and risk. Maintain account health scores, investigate meaningful drops, flag at-risk accounts early, and coordinate with Account Management when a client is evaluating a competitor.
• Enterprise accounts. Grow to manage enterprise and multi-location accounts within the first year, with a structured ramp, including enterprise rollups, and understand how each client’s EMR and PM System environment shapes workflows and results.
• Growth partnership. Identify and qualify expansion opportunities and hand them to Account Management or Sales with context. Provide usage and outcome insight ahead of renewals, which Account Management leads along with pricing.
• Collaboration. Advocate for clients across Implementation, Support, Product, Sales and Marketing. Bring the voice of the client to Product, and partner with Marketing on references, case studies and webinars.
• Ways of working. Use AI-enabled tools to prepare for client calls and analyze performance and handle client data in line with HIPAA and Clearwave’s PHI policy.

What Success Looks Like

Success is measured by adoption and outcome improvement across the book, account health movement, client satisfaction and executive engagement, qualified expansion opportunities, the quality of insight supporting renewals and the accuracy of Salesforce and health score data.

Qualifications

• Minimum of two (2) years in a Customer Success Manager role, or 5+ years in a related client-facing SaaS role, with a proven record of driving post-sale adoption and measurable client outcomes. Healthcare SaaS experience strongly preferred.
• Strong business acumen, experience with or demonstrated aptitude for executive-level presentations and analytical comfort turning data into a clear story. Salesforce experience is a plus.
• Strong communication skills, with poise and tact in high-pressure situations. Self-directed and organized in a remote, team-based environment.
• Willingness to travel 10% to 25%.
• Bachelor’s degree from an accredited 4-year college or university, or equivalent experience.

Preferred

• 5+ years of healthcare experience with strong knowledge of the patient intake and patient access process.
• Familiarity with EMR and PM System platforms, revenue cycle workflows, and HIPAA. Experience with enterprise or multi-location clients.