Back to jobs
tags.new

Customer Success Manager

Remote-United States

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 patient-facing operating system. You bring deep healthcare expertise, technical fluency, 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 — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology. You’re proactive, strategic, and skilled at influencing decision-making at the executive level to drive long-term success for our customers and CipherHealth alike.

Responsibilities

  • Customer Retention & Growth: Drive renewals and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop mitigation plans, and uncover new opportunities aligned to customer goals and CipherHealth’s value.
  • Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that connect CipherHealth’s solutions to measurable outcomes in patient experience, readmissions, and quality—driving both revenue protection and growth. Confidently and independently present to C-Suite and senior leaders, translating insights into clear recommendations.
  • Customer Onsite Planning & Execution: Lead customer onsite visits that strengthen relationships and drive retention and growth. Define high-value agendas, manage planning and execution with clear outcomes, and direct internal stakeholders on preparation needs. Represent CipherHealth through compelling in-person presentations and strategic discussions with executives and frontline teams.
  • Product Adoption & Value Realization: Ensure customers achieve sustained adoption and measurable value. Advise on best practices for rounding, outreach, and engagement programs, connecting product use to outcomes data and ROI.
  • Customer Advocacy & Collaboration: Serve as the voice of the customer internally—partnering with Product, Implementation, and Support to address needs, influence roadmap decisions, and ensure a seamless experience.
  • Data & Performance Analysis: Leverage data to assess utilization, outcomes, and risk indicators. Communicate key findings and recommendations through concise, actionable reports and executive presentations.

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

Knowledge, Skills and Abilities

  • Proven success retaining and growing upper-mid / enterprise healthcare accounts through effective success planning, EBRs, and renewal management.
  • Strong understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics.
  • Proven experience planning, leading, and presenting at customer onsite meetings, driving strategic alignment and measurable business outcomes.
  • Exceptional executive presence and communication skills, with the ability to influence and build trust with C-Suite and senior leaders.
  • Analytical and data-driven; able to translate utilization trends and outcomes data into actionable insights
  • Experience with Salesforce, Gainsight (or other CS platforms), Looker (or other BI tools), and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health.
  • Technically fluent, capable of understanding and articulating software functionality, integrations, and workflow impact.
  • Highly proactive and self-directed with excellent critical thinking, organization, prioritization, and follow-through.
  • Collaborative and solution-oriented, partnering effectively with internal teams to deliver customer results.
  • Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales.

Compensation: Competitive/equitable salary, bonus or commissions, and equity

    • Base Salary range: USD $110,000-$115,000 annually

How We Invest In You

  • Healthcare that begins on your first day:
    • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
    • 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
    • Bi-Weekly All Hands Meetings
    • Employee Resource Groups such as Rainbow Room and BIPOC Group
    • Lunch & Learns 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

Create a Job Alert

Interested in building your career at CipherHealth? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CipherHealth’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.