CipherHealth

Customer Success Manager

• Drive retention across your portfolio of small and mid-market healthcare customers by building strong relationships, monitoring account health, and proactively mitigating risks. Ensure each customer achieves measurable outcomes and continued value from CipherHealth’s solutions through consistent engagement and follow-through.
• Own and manage relationships with mid-market healthcare customers, serving as their primary strategic advisor and ensuring success and satisfaction with CipherHealth solutions.
• Partner with Senior Customer Success Managers to support the success of 1–2 enterprise accounts, contributing insights and operational assistance.
• Collaborate with the Customer Success Operations team to execute low-touch/digital-touch strategies, leveraging automation tools and data insights to scale personalized outreach.
• Drive adoption of CipherHealth solutions by understanding customer needs, offering consultative, tailored guidance rooted in best practices, and proactively addressing challenges.
• Facilitate strategic discussions with key stakeholders, using a data-driven approach to reinforce the value of our solutions and ensure alignment with customers’ long-term goals.
• Represent the voice of the customer within CipherHealth, providing actionable feedback to product and development teams to influence the product roadmap.
• Monitor account health and utilization data to identify trends, mitigate risks, and uncover opportunities for growth.
• Collaborate with internal teams to promptly and effectively resolve customer issues, ensuring a seamless and positive experience.
• Track and report on key performance indicators (KPIs), including customer satisfaction, product usage, and retention rates, to inform strategy and improve processes.

Customer Success Associate