We are seeking a Customer Success Manager to own and grow KeyCare’s strategic relationships with health system partners. In this role, you will develop deep partnerships with program leaders and executives, ensure customers realize ongoing value from our platform, and proactively guide them toward best-practice adoption and continuous improvement over time. You will serve as a strategic advisor to customers, helping them optimize performance, address evolving needs, and identify opportunities for expansion. You will also work closely with internal teams to deliver timely support and solutions. The ideal candidate excels at communication, stakeholder engagement, and driving customer outcomes with a strong sense of urgency.

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Key Responsibilities:

Define and optimize the customer’s experience

• Build and nurture trusted, long-term relationships with senior leaders and key

stakeholders within health system and healthcare organization partners.

• Serve as the primary point of contact for customer success at our partner

organizations, understanding organizational goals, priorities, and partnership

expectations.

• Ensure health systems experience measurable value from their partnership with

KeyCare by tracking key success metrics and outcomes.

• Anticipate and proactively respond to customer needs, ensuring timely and high

quality support and solutions.

• Clearly and effectively communicate customer insights, risks, and opportunities to

internal stakeholders.

• Advocate for customer priorities internally to help shape product and service

enhancements.

• Identify and cultivate opportunities for additional growth within existing

accounts including expanded service offerings or deeper engagement.

• Lead business reviews, executive check-ins, and strategic planning conversations

that influence long-term growth.

• Prepare and present strategic reviews and success reports to customers

showcasing value and outcomes.

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Create efficient, repeatable tools and processes

• Develop and refine customer success tools and methodology

• Participate in cross-functional internal initiatives to drive company goals and

priorities forward

• Monitor and maintain the customer renewal pipeline to ensure timely renewals

• Forecast future customer growth and resource needs

• Partner with Sales on customer upsell opportunities

• Stay abreast of account management and customer success trends and best

practices, integrating innovative concepts into the service delivery model

• Build and maintain an expertise in the company’s product portfolio

• Stay informed of Epic product enhancements, development road maps, and

company product road map

• Stay informed of Healthcare industry news, trends and challenges

Qualifications:

Required

• 3+ years of experience in customer success, account management, or related role

with a focus on enterprise health systems or technology partnerships.

• Experience in healthcare technology, SaaS platforms, or virtual care solutions

• Strong communicator with excellent verbal, written, and presentation skills.

• Demonstrated ability to build and sustain executive-level relationships and

influence outcomes.

• Customer-centric mindset with a strong sense of urgency and responsiveness.

• Proven track record of managing multiple priorities and driving measurable

impact in complex environments.

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Preferred

• Epic certification in MyChart, EpicCare Ambulatory, or Cadence

• Understanding of health system workflows, Epic integrations, and clinical

operations.

• Familiarity with CRM tools

• Experience identifying upsell/expansion opportunities and driving growth

initiatives.

• A bias for action and ownership. You move quickly, take initiative, and follow

through with care

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Education, Experience, and Licensing Requirements

• Bachelor's Degree in information technology, life sciences, healthcare administration, or business related field or equivalent combination of education/related experience

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