Customer Success Manager

CipherHealth; United States; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Healthcare funded from day one

401(k) with company match

Discretionary PTO + paid holidays

Employee Referral Program

Remote work reimbursement

Job summary

CipherHealth is seeking a Customer Success Manager to partner with health system executives, ensuring retention and success through innovative care coordination solutions. This role requires 5 years of experience in healthcare technology, a Bachelor's degree, and strong skills in data analysis and executive communication. The position offers generous benefits including healthcare starting on day one, a 401(k) with match, and flexible time off.

Qualifications

• 5 years of experience as a Customer Success Manager in healthcare software or technology.
• Understanding of healthcare operations and EMRs/EHRs.

Responsibilities

• Drive retention by building trusted relationships with stakeholders.
• Lead strategic discussions and Executive Business Reviews.
• Ensure customers achieve value from CipherHealth's platform.

Skills

Customer Retention

Healthcare Expertise

Data Analysis

Executive Communication

Education

Bachelor's degree in Business or Health Management

Tools

Salesforce

Looker

Churnzero

Job description

About Us

CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth's automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time.

Customer Success Manager

As a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform. You bring deep healthcare expertise, technical fluency, an AI-forward mindset, and the confidence to lead high‑stakes conversations that connect our technology to clinical, operational, and financial impact—ultimately driving retention and expansion of customer partnerships. This role is ideal for someone who has led or supported healthcare operations—as a clinician, program leader, or consultant—and now thrives at the intersection of healthcare and technology.

Key Responsibilities

• Customer Retention & Growth: Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders, identifying risks early, developing mitigation plans, and surfacing growth opportunities aligned to customer goals. Use AI‑powered tools and analytics to stay ahead of account health trends and act with precision.
• Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes—patient experience, readmissions, quality metrics, and financial ROI. Present independently and confidently to senior system‑level leaders, translating complex data and insights into clear, compelling recommendations.
• Customer Onsite Planning & Execution: Own customer onsite visits from agenda through execution—with clear outcomes, tight preparation, and high‑impact delivery. Lead executive presentations and frontline discussions that deepen trust and accelerate adoption. Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account.
• Product Adoption & Value Realization: Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform. Advise on best practices for rounding, outreach, and engagement programs—connecting product usage to outcomes data, ROI, and evolving AI capabilities within our ecosystem.
• Customer Advocacy & Collaboration: Be the voice of the customer internally. Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience.
• Data & Performance Analysis: Turn utilization trends, outcomes data, and engagement signals into actionable insights. Use BI tools, CS platforms, and AI‑assisted analysis to build concise, high‑impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value.

Qualifications

• 5 years of experience as a Customer Success Manager or similar client‑facing role in healthcare software or technology, supporting large health systems.
• Bachelor's degree in Business, Health Management, Public Health or related major, or comparable education and work experience.

What You Bring

• Proven track record of retaining and growing strategic health system accounts through success planning, EBRs, and renewal management.
• Direct experience managing health system accounts—understanding nuance of system‑level decision‑making, multi‑stakeholder dynamics, and driving alignment across large, complex organizations.
• Deep understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics.
• Confidence leading and presenting at executive and senior system‑level meetings, with strategic instincts to drive alignment and action.
• Exceptional executive presence and communication skills; building trust at the C‑Suite and senior system‑level leader level and translating complexity into clarity.
• Analytical and data‑driven with ability to extract meaningful insights from utilization trends and outcomes data.
• Experience with Salesforce, Churnzero (or other CS platforms), Looker (or other BI tools), Gong, and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health.
• Comfort and curiosity with AI tools—including LLMs and AI‑assisted workflows—to enhance productivity, surface insights, and scale impact.
• Proactive, self‑directed work style with strong critical thinking, organization, and follow‑through.
• Collaborative and solutions‑oriented; bringing internal teams together to deliver for customers.
• Working knowledge of renewals and contracting processes, interpreting customer agreements and contributing to commercial strategy alongside Sales.

Travel up to 10% may be required.

Benefits

• Healthcare that begins on your first day:
  • Generous company‑funding of our health, vision, and dental plans
  • HSA/FSA plans
  • Short and Long‑Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment—with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program—earn cash for each employee referral that is hired
  • Yearly Cipher‑versary stipend
  • Ci-Phives—receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Monthly All Teams Meetings
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Internal Webinars and robust onboarding / training programs
  • Remote‑first team: $50 per month reimbursement in your check for WFH expenses
  • You'll receive a new MacBook laptop, other hardware, and company swag upon hire