Client Success Manager, Implementation and Accounts

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

Benefits offered by this job

Fully remote work environment

Technology and home-office allowance

Paid time off

Company holidays

Professional development

Job summary

Cuvo Health, a telehealth infrastructure leader, seeks a Client Success Manager to own the full client lifecycle from onboarding through renewal. You will coordinate onboarding, manage cross-functional teams, and ensure regulatory and certification requirements are met for healthcare clients.

You will act as the primary contact for a client portfolio, manage pricing accuracy, and drive renewals and growth while supporting clients across U.S. time zones in a fully remote role.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2+ years 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.

Responsibilities

• 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.

Skills

Communication

Stakeholder management

Time-zone availability

Education

Bachelor's degree or equivalent professional 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.