Customer Success Key Account Manager

Remote (United States)

Employment Type

Full Time

Compensation

$150,000 – $180,000 per year

About the Role

This opportunity is for an experienced Customer Success Key Account Manager to own a strategic key account and drive customer outcomes, platform adoption, and long-term retention. The role focuses on building executive-level relationships, guiding customers through onboarding and ongoing delivery, and partnering cross-functionally to resolve issues and expand services through renewals, upsell, and cross-sell opportunities.

This is a fully remote, U.S.-based role. Some travel may be required.

What You’ll Do

• Develop and execute an account strategy, including relationship mapping, value outcomes, product adoption, customer experience, satisfaction, and expansion.
• Ensure successful adoption of the platform and timely fulfillment of related services across the full lifecycle (onboarding through project close/billing).
• Serve as the primary point of contact and coordinate cross-functionally to resolve issues, relay feedback, and identify expansion opportunities.
• Monitor support tickets and guide resolution through customer support and engineering teams; avoid managing or communicating technical issues without appropriate technical support.
• Improve engagement approaches based on customer segmentation while reinforcing continuous improvement practices.
• Provide strategic direction for revenue expansion, partnering with sales leadership to align cross-sell and upsell strategies.
• Lead day-to-day management of multiple projects, including creating work plans, identifying and resolving critical issues, coordinating client meetings, and tracking progress through analytics and administrative tasks.
• Monitor customer “vital signs” using data to identify growth opportunities and account risks.
• Deliver business reviews using outcome data and recommend enhancements in areas needing improvement.
• Communicate product roadmap changes and support customers through adoption of new features and functionality.
• Define and maintain a success plan, ensure mutual expectations are understood, and communicate issues clearly and promptly.
• Align internal teams and resources to deliver execution consistent with the customer’s business goals.
• Increase lifetime value through higher adoption, customer satisfaction, and strong overall health scores.
• Identify early churn signals and drive cross-functional processes to reduce churn and increase advocacy.
• Ensure escalation processes move with speed and urgency, orchestrating the right resources as needed.
• Build and maintain executive-level relationships within customer organizations.
• Deliver quarterly partnership reviews.
• Participate in departmental and organizational meetings as required.
• Follow the applicable code of conduct and related policies.
• Complete additional duties and responsibilities as assigned.

Success Metrics

• Customer Health Score
• Customer Retention
• Customer NPS
• Customer References
• Utilization of Platform Usage
• Expansion of services/software sold

Qualifications

• Bachelor’s degree preferred, or equivalent relevant work experience required.
• 8–10+ years of experience in a customer-facing account or vendor management role, including managing Risk Adjustment projects (Medicare, Medicaid, and Commercial) or other relevant healthcare experience.
• Strong project management skills with a demonstrated ability to manage and track multiple customer requests, issues, and project plans (CAPM/PMP preferred).
• Excellent organization, presentation, and communication skills (written and verbal).
• Proven ability to perform in agile, SaaS-based environments with professionalism and strong interpersonal judgment in high-stress situations.
• Proficiency with Microsoft Office, including advanced Excel skills.
• Ability to travel as needed.

Key Competencies

• Caring presence with the ability to build trust and long-term relationships.
• Results-driven mindset focused on measurable outcomes and goal achievement.
• Analytical approach to identifying trends, risks, and opportunities using data.
• Clear, effective communication across audiences, with strong listening and documentation skills.
• Strong problem-solving capability for complex products and platforms, guiding issues toward mutual success.
• Commitment to continuous quality improvement across processes and outcomes.
• Customer-focused approach that balances stakeholder needs and operational execution.
• Professionalism under pressure, with consistent follow-through and accountability.
• Adaptability to changing priorities, timelines, and customer environments.
• Cultural sensitivity and collaboration across diverse teams and stakeholders.