Client Success Manager

Phx Fwd; Tempe, Northern (AZ, KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Rovicare is a healthcare technology company focused on simplifying care transitions through an integrated platform that improves discharge efficiency and patient satisfaction. We are hiring a Customer Implementation Manager to lead onboarding, implementation, and ongoing client engagement.

You will work closely with customers and internal teams to drive adoption, train end-users, monitor usage, and ensure renewals and expansions while maintaining strong relationships and high customer

Qualifications

• 5-10 years in SaaS implementation, onboarding, or customer success.
• Experience selling / upselling SaaS solutions.
• Strong communication and project management skills.
• Experience with both technical and non-technical customer stakeholders.
• Ability to influence senior leaders and translate customer needs into practical solutions.
• Familiarity with Salesforce or HubSpot and support platforms like Zendesk or Intercom.
• Strong problem-solving, negotiation, and relationship-building skills.

Responsibilities

• Lead end-to-end onboarding for new clients, from kickoff through go-live.
• Develop and execute customized implementation plans based on customer requirements.
• Coordinate with Product, Engineering, and Sales to ensure smooth implementation.
• Conduct training sessions for end-users on platform features, functionality, and best practices.
• Own onboarding timelines and ensure timely go-live for all implementations.
• Act as the primary point of contact after implementation and monitor client health.
• Provide ongoing support, troubleshooting, and strategic check-ins.
• Identify opportunities for upselling and cross-selling based on client needs, and manage renewals.
• Drive adoption, retention, and customer satisfaction (NPS) and contribute to knowledge bases.
• Gather feedback and collaborate with Product to influence roadmap improvements.

Skills

Project Management

Customer Success

SaaS Onboarding

Stakeholder Management

Communication Skills

Tools

Salesforce

HubSpot

Zendesk

Intercom

Job description

Company Overview

• Rovicare is a healthcare technology company founded to simplify care transitions in the integrated-care economy by providing innovative solutions for healthcare providers. Our platform helps improve discharge efficiency, patient satisfaction, reduce readmissions, and strengthen partner performance.
• For more information about Rovicare, please visit: www.rovicare.com

Role Overview

We are looking for a Customer Implementation Manager to lead the successful onboarding, implementation, and ongoing engagement of our clients. This role will work closely with customers and internal teams to ensure seamless platform adoption, strong client relationships, and long-term customer success.

Key Responsibilities

Implementation & Onboarding:

• Lead end-to-end onboarding for new clients, from kickoff through go-live.
• Develop and execute customized implementation plans based on customer requirements.
• Coordinate with internal teams including Product, Engineering, and Sales to ensure smooth implementation.
• Conduct training sessions for end-users on platform features, functionality, and best practices.
• Own onboarding timelines and ensure timely go-live for all implementations.

Customer Success & Retention:

• Act as the primary point of contact for customers after implementation.
• Monitor client health, platform usage, and engagement to ensure successful adoption.
• Provide ongoing support including troubleshooting, guidance, and strategic check-ins.
• Identify opportunities for upselling and cross-selling based on client needs.
• Manage renewals and ensure strong customer retention and satisfaction.
• Own key customer success metrics such as adoption, retention, and customer satisfaction (NPS).
• Drive end-to-end customer lifecycle from onboarding to renewal and expansion.

Process Improvement & Feedback:

• Gather and document customer feedback and collaborate with the Product team to influence roadmap improvements.
• Contribute to internal documentation, onboarding materials, and knowledge bases.
• Identify opportunities to enhance implementation workflows and customer success processes.
• Use data and insights to identify risks and improve customer outcomes.
• Proactively manage risks and handle escalations to ensure customer success.

Requirements

• 5-10 years of experience in SaaS implementation, onboarding, customer success, or related roles.
• Experience in selling / upselling / cross-selling SaaS solutions.
• Strong communication and project management skills.
• Experience working with both technical and non-technical customer stakeholders.
• Ability to manage and influence senior stakeholders, including leadership teams.
• Ability to translate customer needs into practical solutions.
• Familiarity with CRM tools such as Salesforce or HubSpot and support platforms like Zendesk or Intercom.
• Strong problem-solving, negotiation, and relationship-building skills.
• Ability to act as a trusted advisor and drive strategic conversations with clients.

Nice to Have

• Experience in SaaS and Healthcare domain.
• Ability to work effectively in a fast-paced startup environment.