Client Success Manager: Adoption & Health Signals

Medical Informatics Engineering/Enterprise Health; Fort Wayne (IN); On-site; USD 65,000 - 110,000; Full time

Job summary

Enterprise Health is standing up a dedicated Client Success Management function to own onboarding, adoption, health signals, and escalation handling after go-live. The CSM owns operational client relationships, driving usage and value realization while AM retains commercial ownership and renewals.

The role emphasizes data-driven health scoring, VoC signal generation for Product leadership, and proactive risk flagging to prevent churn.

Qualifications

• 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
• Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
• Strong written and verbal communication; able to manage escalations calmly under client pressure
• Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions
• Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)
• Travel 10% per month (many months will not require any travel)

Responsibilities

• Own onboarding success plan and adoption/engagement plan for each account once Deployment hands off a live client.
• Monitor adoption trends and proactively intervene where usage lags expectations.
• Shadow deployments prior to handoff so the account transition carries context, not a cold start.
• Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment.
• Own Voice of Customer signal generation, feeding Product leadership review.
• Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in.
• Take ownership of Support escalations that meet defined triggers.
• Own Tier 1 Account Management escalations directly, and share Tier 2 with the Client Success Leader.
• Serve as the client relationship owner on complex, multi-phase recovery efforts.
• Identify and flag expansion opportunities surfaced through day-to-day engagement.
• Provide health input into renewal conversations, without owning renewal negotiation or outcome.
• Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content.
• Own the operational components of the account strategic plan, with Account Management owning the commercial components.

Skills

Client Success experience

Data-driven

Communication skills

Cross-functional collaboration

Healthcare/B2B SaaS familiarity

Travel up to 10%

Job description

Enterprise Health is standing up a dedicated Client Success Management function to own onboarding, adoption, health signals, and escalation handling after go-live. The CSM owns operational client relationships, driving usage and value realization while AM retains commercial ownership and renewals.

The role emphasizes data-driven health scoring, VoC signal generation for Product leadership, and proactive risk flagging to prevent churn.