Client Success Manager, Implementation and Accounts

Cuvo Health; Richmond (VA); Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Fully remote work environment

Paid time off

Home-office allowance

Professional development and career路径

Job summary

Cuvo Health is a remote-friendly telehealth infrastructure company providing a full platform for virtual care. We’re seeking a Client Success Manager to own the lifecycle from contract to launch and ongoing account management.

You will lead onboarding, coordinate cross‑functional teams, manage client relationships and drive renewals, with a strong emphasis on regulatory compliance and service quality. The role requires collaboration across US time zones with a fully remote environment.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 2+ years in customer success, implementation or account management in B2B software/healthcare.
• Ability to manage multiple client implementations to tight timelines.
• Experience with regulatory, compliance or financial documentation (certifications, licensing, KYC).
• Strong written and verbal communication with senior client stakeholders.

Responsibilities

• Lead onboarding of new clients from contract to launch, with timelines and documentation.
• Manage implementation workstreams across payment processing, pharmacy integration and clinical onboarding.
• Coordinate regulatory applications (LegitScript) and responses to inquiries.
• Act as primary contact for assigned client portfolio and ensure service levels.
• Conduct monthly business reviews on performance, retention and growth.
• Drive renewals and portfolio expansion.
• Maintain status reporting and onboarding documentation.
• Oversee AI-assisted client support tools and escalation.

Skills

Client management

Project coordination

Regulatory knowledge

Communication with senior stakeholders

Education

Bachelor's degree or equivalent experience

Tools

Slack

Asana

HubSpot

Microsoft 365

Job description

Cuvo Health is an enterprise telehealth infrastructure company. The Company provides healthcare organizations, clinics and consumer health brands with a complete platform for delivering virtual care under their own brand. This includes patient technology, a licensed clinician network, pharmacy fulfillment, payment infrastructure and regulatory compliance.

The Client Success Manager is responsible for the full client lifecycle, from contract execution through launch and ongoing account management. The role is the primary point of contact for an assigned client portfolio. It is accountable for timely launches, service quality, client retention and account growth.

The role reports to the Director of Operations

Tasks

Client Implementation

• Lead the onboarding of new clients from contract execution through launch, including kickoff, documentation and timeline management.
• Manage implementation workstreams across payment processing, pharmacy integration, platform configuration and clinical onboarding.
• Prepare, submit and manage regulatory and certification applications, including LegitScript, and coordinate responses to reviewer inquiries.
• Coordinate cross-functional teams in Engineering, Operations, Compliance and Clinical to meet launch milestones.

Account Management

• Act as the primary point of contact for an assigned client portfolio and keep service levels consistent.
• Maintain the accuracy of client pricing, product catalogs and commercial documentation.
• Manage the resolution of client requests related to platform, payment and fulfillment matters.
• Conduct monthly business reviews covering performance, patient volume, retention and growth opportunities.
• Drive renewals, service expansion and portfolio retention.

Operations and Reporting

• Maintain current status reporting for all assigned accounts.
• Develop and maintain implementation standards, client communication protocols and onboarding documentation.
• Oversee AI-assisted client support tools to ensure quality and appropriate escalation.

Requirements

• Bachelor's degree or equivalent professional experience.
• Two or more years of experience in customer success, implementation or account management within B2B software, healthcare or healthcare services.
• Demonstrated ability to manage multiple concurrent client implementations against defined timelines.
• Experience with regulatory, compliance or financial documentation, such as certifications, merchant underwriting, KYC, licensing or provider credentialing.
• Strong written and verbal communication skills with senior client stakeholders.
• Demonstrated accountability for client retention or renewal outcomes.
• Proficiency with Slack, Asana or comparable project management platforms, CRM systems such as HubSpot, and Microsoft 365.
• Availability to support clients across U.S. time zones.

Preferred Qualifications

• Experience in telehealth, pharmacy, healthcare platforms or multi-site clinical organizations.
• Familiarity with LegitScript certification, HIPAA, Business Associate Agreements or high-risk payment processing.

Benefits

• Competitive base salary of $75,000–$100,000, commensurate with experience
• Performance incentive tied to implementation and retention objectives
• Fully remote work environment
• Paid time off and company holidays
• Technology and home-office allowance
• Professional development and a defined path to client success leadership

Cuvo Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by law.