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Strategic Customer Success Manager

United States - Remote

Imagine being a healthcare provider whose sole mission is to focus on delivering high-quality patient outcomes, but with the knowledge that you need to constantly document your compliance with key healthcare regulations along the way. Now imagine tasking someone with a limited compliance background to manage that, with looming risks of audits, breaches and fines hanging over your practice. Compliancy Group’s vision is to deliver stress-relieving, tech-enabled services and software to the healthcare community that create stronger trust between patients and providers. We’re on a mission to support small and midsized medical practices as they work to comply with critical, ongoing healthcare compliance requirements.

We’re looking for a Strategic Customer Success Manager who thrives in a high-impact role, loves building deep relationships with clients, and is motivated by helping customers succeed. You’ll manage a small, high-value portfolio consisting of Compliancy Group’s biggest and most strategically important customers, guiding executives and stakeholders through adoption, renewal, and growth, while collaborating closely with expansion sales reps and cross-functional teams to drive growth, harness the voice of the customer and resolve support and billing issues as they arise..

This is a remote role with opportunities to meet virtually or in-person for strategic business reviews, planning sessions, and team collaboration.

Why You’ll Love This Role:

  • You’ll manage a small portfolio of high-value accounts, giving you the chance to build meaningful relationships and make a real difference in customer outcomes.
  • Your work will have a direct impact on gross retention and long-term customer success. In addition, as you’ll be managing our highest potential accounts, your efforts will also drive meaningful growth for the business; your work product will be on center stage!
  • You’ll lead executive-level conversations, QBRs, and strategic initiatives that shape customer outcomes.
  • You’ll collaborate with a supportive team across Sales, Product, and Support, advocating for customers and influencing product and service direction.
  • You’ll have autonomy to drive account strategies and the visibility to see the direct results of your efforts.

Qualifications:

  • 5+ years of Customer Success, Account Management, or related client-facing experience, ideally managing high-value or enterprise accounts.
  • Proven ability to drive retention, adoption, and long-term customer success.
  • Experience leading executive-level conversations, business reviews/QBRs, and complex client presentations.
  • Strong business acumen and ability to align solutions to customer objectives. Strong plus to a candidate that has either worked in the healthcare space (healthcare providers rather than surrounding verticals) or is familiar with spanning efforts across diverse, cross-functional teams and needs.
  • Excellent communication, relationship-building, and influencing skills across multiple organizational levels.
  • Comfortable collaborating across teams, including Sales, Product, and Support.
  • Experience with SaaS or subscription-based business models preferred.
  • Bachelor’s degree or equivalent professional experience.

Responsibilities:

  • Serve as a trusted advisor to a small portfolio of high-value accounts, driving long-term success.
  • Own gross retention and renewal outcomes, proactively identifying and mitigating risk.
  • Monitor account health, product adoption, and usage to ensure optimal customer results.
  • Lead executive business reviews (QBRs), sharing insights, value realized, and strategic recommendations.
  • Coach clients on best practices, guiding them to maximize adoption and impact.
  • Develop and execute strategic account plans aligned with customer goals and company solutions.
  • Collaborate with expansion sales team members on growth opportunities, without direct quota responsibility.
  • Advocate for customer needs internally and provide feedback to Product, Marketing, and Support teams.

What CG Can Offer You:

  • Opportunity to make a direct, measurable impact on high-value clients and the business as a whole.
  • Competitive base salary plus performance-based bonus tied to gross retention and account success.
  • Extensive training and professional development to help you grow your career.
  • Comprehensive benefits (medical, dental, eyecare, 401K with company match, generous PTO, and more!).
  • A collaborative and transparent company culture that values customer impact, strategic thinking, and professional growth.

Salary: $85,000-$90,000/year

Location: Remote, USA

PLEASE READ: Our team has recently been notified of a phishing scam targeting candidates applying for Compliancy Group's open roles, where scammers have been posing as recruiters in an effort to access candidates' personal information. Please note that any communication from our hiring teams will be sent from a @compliancygroup.com email address and we will only respond to applications submitted through appropriate channels.

Equal Employment Opportunity is a fundamental principle at Compliancy Group, where employment is based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

Job Type: Full-time, Remote

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