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Digital Customer Success Manager

Chicago, IL

How you’ll make an impact:

As a Digital Customer Success Manager (CSM), you will be responsible for managing a high-volume portfolio through a tech-enabled, scalable engagement model. You’ll serve as a trusted advisor to your customers—healthcare organizations striving to optimize financial performance—and help them drive adoption and value from Strata’s solutions.

This is an exciting opportunity to shape the evolution of Strata’s digital customer success programs. You’ll partner closely with the Director of Customer Success Programs and cross-functional teams to define and operationalize scalable strategies for engagement, adoption, and health monitoring. Your work will be essential in balancing proactive support with automation as we expand our reach across a growing customer base.

The responsibilities of this role include:

Account Strategy

  • Manage a portfolio of customers via a low-touch, digitally enabled approach.
  • Engage with customers through personalized digital outreach, curated campaigns, self-serve resources and check-ins where needed.
  • Create and manage lightweight success plans and roadmaps to help customers realize value from their investment.
  • Prioritize and act on customer needs using insights from engagement signals, adoption data, and segment trends.

Program Development & Strategy

  • Collaborate with the Director of Customer Success Programs to influence the design and rollout of scalable CSM programs.
  • Provide feedback and frontline insights to shape customer segmentation, engagement models, and automation workflows.
  • Play a key role in piloting and evolving CSM tools (e.g., health scoring, lifecycle journeys) as we build out our digital CS infrastructure.

Product Adoption & Engagement

  • Promote product utilization through targeted educational content, webinars, check-ins, and in-app communication.
  • Advocate for best practices using usage insights, and encourage broad user engagement across the customer portfolio.
  • Endorse Strata’s solutions value and ensure customers are getting the most from their investment

Renewal Readiness & Risk Mitigation

  • Monitor account health using available data and frontline knowledge to identify risk and growth opportunities.
  • Surface at-risk accounts early and partner internally to execute playbooks that reduce churn and increase customer satisfaction.
  • Collaborate with Sales to manage customer renewals and negotiate renewal terms in alignment with Strata standards and in support of the customer’s success and Strata ARR growth

Customer Advocacy & Communication

  • Serve as “Go-to” resource / owner of account health within Strata and ensure it is easy to do business with us, including quarterbacking the resolution of reoccurring/complex support issues and escalations
  • Act as the internal voice of the customer and advocate for their needs across Product, Services, and Support.
  • Guide customers to participate in events, community discussions, and content opportunities (e.g., annual Summit, webinars).
  • Help scale customer listening mechanisms (e.g., surveys, feedback loops) and bring findings into action.

What we’re looking for:

  • 3–5 years of experience in customer success, digital engagement, customer marketing, or scaled services
  • 1–3 years of experience in healthcare (provider, payor, or healthcare IT)
  • Experience managing a high-volume customer portfolio using tech-enabled models
  • Strong written communication and organizational skills to support digital-first engagement
  • Strategic thinker with an iterative, builder’s mindset—comfortable with ambiguity
  • Familiarity with customer success platforms (e.g., Salesforce, Pendo) is a plus

You’d really wow us if you have:

    • Experience helping build or scale tech-touch CS programs from the ground up
    • Comfort collaborating with Product and CS Ops to improve tools and data infrastructure
    • Understanding of Strata’s market and ability to speak to customers regarding the problems being solved by our solutions

 

Estimated Salary Range: $80,000-105,000

Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

Find out more about Strata benefits here.  

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home. 

Thinking about applying?  
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to careers@stratadecision.com. 

Here @ Strata… 
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.  

We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.  

Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

  • We connect with positive intent.
  • We are helpful.
  • We own it.
  • We get better every day.
  • We are humble.

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