IntusCare - Senior Client Success Manager
Requirements
• 5+ years of experience in client success, account management, healthcare operations, or SaaS customer-facing roles. • Strong understanding of healthcare delivery models—PACE, value-based care, care coordination, or EMR/EHR workflows. • Proven ability to manage senior-level client relationships and drive strategic outcomes. • Excellent communication, facilitation, and relationship-building skills, including comfort presenting to leadership teams. • Ability to interpret data, identify insights, and translate findings into meaningful recommendations. • Experience influencing cross-functional decisions and advocating for client needs. • Strong organizational skills and the ability to manage multiple complex accounts. • Work location: This is a fully remote role based in the United States. • Sponsorship: This position is not eligible for sponsorship.
Responsibilities
• Strategic Client Partnership & Value Realization • Serve as the strategic advisor for assigned clients, guiding them through deeper product adoption and long-term journey planning. • Understand client business objectives, operational workflows, and compliance needs to drive meaningful outcomes aligned with PACE standards. • Lead conversations around performance trends, operational opportunities, and areas where Intus Care can further support impact. • Develop and maintain tailored success plans that ensure the platform is used to its fullest potential. • Platform Adoption & Enablement Leadership • Lead advanced enablement and best practice sessions across CareHub, IRIS, analytics solutions, and operational workflows. • Support clients through change management, workflow optimization, and ongoing system utilization. • Identify adoption risks early and proactively develop plans to improve engagement and long-term retention. • Client Health Monitoring & Executive-Level Engagement • Conduct regular executive-level business reviews, usage assessments, and operational health checks. • Analyze usage data and platform trends to identify opportunities for increased adoption or workflow refinement. • Present actionable insights and recommendations that support improved efficiency, compliance, and participant outcomes. • Cross-Functional Leadership & Client Advocacy • Act as a high-level voice of the client internally, influencing product enhancements and roadmap prioritization. • Collaborate closely with Product, Engineering, Implementation, Training, and Support to address client needs and ensure cohesive communication. • Participate in cross-functional initiatives aimed at improving client experience and delivery processes. • Team Mentorship & Enablement (Non-People Leadership) • Mentor Client Success Managers by sharing best practices, leading internal knowledge sessions, and supporting difficult client scenarios. • Contribute to onboarding of new hires and development of scalable client success processes. • Model excellence in client communication, ownership, and critical thinking. • Continuous Improvement & Documentation • Contribute to the development of client-facing resources, playbooks, best practice guides, and training materials. • Identify opportunities to refine internal processes that improve efficiency and elevate the client experience. • Lead or co-lead internal initiatives that strengthen the Client Success organization.
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