Client Success Manager

About the role

You will own the end to end success of a strategic book of enterprise health organization customers, acting as the primary point of contact for Executive Sponsors and RCM leaders. In this role, you will translate complex workflows into clear, actionable outcomes that demonstrate measurable Revenue Cycle Management improvements. You will serve as a trusted strategic advisor, guiding customers through implementation, adoption, and ongoing optimization of AI-powered workflows. Your analysis will directly influence product direction by capturing and communicating customer feedback to Product and Engineering teams. You will identify and own expansion opportunities that drive net revenue retention and deepen platform adoption. You will proactively surface risks before they escalate, ensuring customers stay on track to achieve their financial and operational goals. Through disciplined playbooks and continuous process refinement, you will accelerate time to value and strengthen long term loyalty.

Key facts

What you'll do

• Own a book of enterprise health organization customers with minimal supervision and define tailored success strategies.
• Build and maintain trusted relationships with Executive Sponsors, VP-level RCM leaders, and frontline operators to ensure alignment.
• Deeply understand each customer's business context, operational workflows, strategic goals, and underlying challenges.
• Create and maintain success plans that drive measurable outcomes across implementation, adoption, retention, and renewal phases.
• Conduct structured workflow reviews with RCM operators to identify inefficiencies and opportunities for improvement.
• Improve customer success playbooks and operational processes to accelerate time to value and reduce friction.
• Partner closely with Product and Engineering to champion adoption of AI-powered workflows and accurately communicate customer feedback.
• Identify and qualify expansion opportunities, including new RCM use cases, workflow capabilities, and autonomous AI Agents.
• Collaborate with the go-to-market team to protect net revenue retention, maximize logo retention, and expand revenue within existing accounts.
• Serve as a strategic advisor on Revenue Cycle Management, proactively addressing customer risks and exposure.
• Translate complex product capabilities into clear narratives that resonate with healthcare revenue cycle stakeholders.
• Monitor product usage and health metrics to trigger timely interventions and coaching for at risk accounts.
• Represent customer voice in internal discussions, ensuring product decisions reflect real world operational needs.
• Drive adoption of AI-powered workflows through training, enablement, and hands on support with operations teams.

Requirements

• Bring 6+ years of experience working directly with enterprise customers in a solutions or success capacity.
• Demonstrate proven success managing complex customer relationships through implementation, upsell, retention, and renewal.
• Show a track record of advising customers on business process improvement, not merely driving product adoption.
• Possess a background in B2B Healthcare SaaS, Revenue Cycle Management, or closely related healthcare technology domains.
• Exhibit strong communication skills, including the ability to simplify sophisticated concepts for executive audiences.
• Apply analytical rigor to interpret data, diagnose issues, and recommend evidence based actions.
• Deliver compelling presentations and storytelling that influence stakeholders and drive decisions.
• Collaborate effectively across functions, including Product, Engineering, Sales, Marketing, and Operations.
• Exercise strong business judgment, taking ownership for outcomes and anticipating challenges before they arise.
• Leverage Excel for basic financial analysis and clearly present results to customers and leadership.
• Commit to working from the New York City office, aligning with team collaboration and company wide initiatives.
• Navigate complex enterprise buying committees and executive level conversations with confidence.
• Maintain strict professionalism and discretion when handling sensitive financial and operational information.
• Align work with Adonis values, including inclusion, authenticity, and relentless ownership.

Nice to have

• Experience in a regulated healthcare environment where compliance and data security are critical.
• Familiarity with Revenue Cycle Management terminology, processes, and key performance indicators.
• Background implementing SaaS platforms in large health systems or provider organizations.
• Prior collaboration with AI enabled solutions in operational or clinical workflows.
• Demonstrated success driving adoption of automation tools within clinical or revenue cycle teams.

Practical notes

This role is based in New York City and requires full time onsite presence. The position reports to the Customer Success leadership team and participates in company wide meetings and initiatives. No visa sponsorship is available for this role at this time. Relocation to New York City is expected for the successful candidate. The start date is aligned with business needs, and early engagement is encouraged to ensure continuity during critical implementation periods.