Customer Success Manager

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 care coordination platform. You bring deep healthcare expertise, technical fluency, an AI-forward mindset, 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 leveraging AI tools and insights to influence decision-making at the executive and senior system-level to drive long-term success for our customers and CipherHealth alike. You're scrappy, resourceful, and energized by ambiguity — you connect the dots others miss, act before being asked, and know how to get things done even when the path isn't perfectly clear.

Key Responsibilities

• Customer Retention & Growth: Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals. Use AI-powered tools and analytics to stay ahead of account health trends and act with precision.
• Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI. Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations. You know how to navigate the complexity of large, matrixed health systems to get things done.
• Customer Onsite Planning & Execution: Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery. Lead executive presentations and frontline discussions that deepen trust and accelerate adoption. Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account.
• Product Adoption & Value Realization: Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform. Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem.
• Customer Advocacy & Collaboration: Be the voice of the customer internally. Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience. Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve.
• Data & Performance Analysis: Turn utilizatio