Responsibilities
- Develop and own a Customer Success Plan for each assigned account, aligned with the customer's business goals rather than internal delivery milestones.
- Coordinate execution across Delivery, Operations, Technology, and Product teams.
- Take full ownership of outcomes, even when tasks are delegated to others.
- Translate HealthEdge platform capabilities into language, evidence, and outcome metrics that resonate with customer executives.
- Identify account risks before the customer does.
- Detect signals, act on them, and resolve issues before they are raised.
- Own the Path to Green plan for every at-risk account, including named owners, dated milestones, and measurable outcomes.
- Own the plan itself, not just the status update.
- Convert satisfied customers into active advocates.
- Build and execute reference-development plans with excellence.
- Identify multi-product and cross-sell opportunities tied to each customer's strategic direction and target business outcomes.
- Partner with Sales to ensure expansion opportunities are handed off cleanly, with no gaps.
- Maintain a current view of each customer's strategic roadmap and commercial architecture, including contract terms, SLAs, pricing mechanics, and renewal dates.
- Bring commercial framing to every escalation.
- Keep health scoring, CRM records, and success plans accurate, complete, and current, ready for audit at all times.
- Contribute to consolidated reporting that provides leadership with a trusted single source of truth.
- Proactively flag data gaps or health score discrepancies to prevent reporting issues from becoming surprises.
Compensation
Not specified
Work Arrangement
Remote, US
Team
Not specified
Other
- Geographic Responsibility: Remote, US
- FLSA Classification (USA Only): Exempt
- Work Environment: The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs.
- Candidates may be required to go through a pre-employment criminal background check.
- HealthEdge is an equal opportunity employer.
Not specified
