Company Overview:

This company is a leading digital health organization focused on improving how patients manage complex treatment regimens through personalized, behavior-driven technology. Its platform combines intuitive patient support tools with data-driven insights that help healthcare organizations better understand adherence, engagement, and real-world patient behavior. By partnering closely with life sciences and healthcare stakeholders, the company develops tailored digital solutions designed to reduce the burden of treatment management, improve the patient experience, and support better health outcomes. Its technology helps individuals navigate complex therapies with greater confidence, consistency, and ease—ultimately enabling healthier and more informed daily decision-making.

About this Role:

The Customer Success Manager is responsible for successful implementation, on-going client management, KPI achievement, program renewal and feature upsell, ensuring timely and profitable results for both their customers and the company.

Key Responsibilities:

• Manage strategic client relationships and cross-functional initiatives to drive measurable business outcomes for healthcare, pharmaceutical, and technology-focused clients, while supporting long-term account growth and retention.
• Oversee client engagements to maintain project alignment, manage scope, identify potential risks, and support renewal and expansion opportunities.
• Foster strong client satisfaction and partnership engagement, ensuring clients view the organization as a trusted strategic partner.
• Build knowledge of client organizational structures, stakeholder priorities, and business objectives to identify opportunities for broader adoption across teams, brands, and regions.
• Partner with clients to plan and execute engagement and adoption initiatives designed to drive user growth, program performance, and key success metrics.
• Establish trusted advisor relationships with client stakeholders, helping align priorities, build consensus, and navigate organizational challenges.
• Coordinate with internal cross-functional teams to ensure successful execution of deliverables, timelines, and client expectations.
• Maintain thorough documentation related to implementations, workflows, analytics, operational processes, and ongoing client activities.
• Translate client and end-user feedback into actionable insights that support product improvements, strategic initiatives, and business growth opportunities.
• Identify, assess, and communicate account risks and renewal concerns to senior leadership in a proactive and solution-oriented manner.