Customer Success Manager

About the Role

As a Senior Customer Success Manager at Candor Health, you will play a pivotal role in ensuring our clients' success. You will serve as a trusted advisor, technical consultant, and strategic partner to our clients, working closely with them to understand their unique challenges and how Candor Health's product suite can address their needs. This is not just a traditional relationship management role - you are expected to roll up your sleeves, dig into the data, and bring deep analytical intuition to every client engagement. With your expertise and dedication, you will nurture strong relationships, drive product adoption, and help our clients achieve their desired outcomes. You will bridge the gap between our product and our clients' business objectives through proactive project management, expert storytelling, and technical ownership.

Responsibilities

Client Relationships & Strategic Advisory

• Serve as the primary point of contact for your book of clients, leading calls independently and driving follow-up action items to closure
• Act as a trusted strategic advisor: understand each client's business goals, ask open-ended questions, and translate Candor's data into compelling narratives that directly address client priorities
• Build strong relationships that enable clients to feel heard, valued, and well-served at every touchpoint
• Navigate organizational complexity with executive presence, communicating confidently with senior stakeholders
• Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise clients

Technical Ownership & Data Fluency

• Develop strong knowledge of Candor's platform, data structures, and underlying sources, with the goal of fielding the majority of client questions
• Investigate client data questions, replicating issues independently and owning the triage process
• Build and interpret data to surface actionable insights, translating the data into clear business stories

Proactive Account Management

• Manage complex client projects end-to-end: own timelines, mitigate risk, and hold both internal and external teams accountable
• Take full ownership of client health - you proactively run in the direction of problems rather than waiting for issues to escalate
• Provide ongoing support and guidance to clients, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes
• Drive client retention and expansion, proactively identifying risks and uncovering opportunities for expansion
• Monitor client satisfaction proactively and maintain clear, up-to-date tracking of open action items, risks, and milestones across your portfolio
• Conduct regular business reviews with clients, identifying opportunities for growth, expansion, and upsells of Candor's solutions
• Strong problem-solving and decision-making skills, with the ability to navigate complex situations and find creative solutions

Cross-Functional Collaboration & Product Feedback

• Partner with Sales to support prospects, and work to identify upsell opportunities within the existing client base
• Contribute to documentation and enablement resources that empower clients to get maximum value from Candor's data
• Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting clients in maximizing their usage
• Collaborate with Engineering and Product on high-visibility implementations and ongoing projects
• Leverage client feedback to inform product enhancements while prioritizing client needs and expansion opportunities

Qualifications

Experience

• 8+ years in a client-facing role in implementation, customer success, account management, technical account management, or a related role, preferably within healthcare technology or the payer space
• Demonstrated track record of managing complex, high-value accounts and exceeding retention and expansion targets
• Strong understanding of the healthcare industry, including prior experience working with payers, health systems, and/or digital health companies strongly preferred

Technical Skills

• Advanced Excel - you can build models, manipulate large datasets, write formulas, and turn data into client-ready outputs while telling a story
• Strong analytical, problem-solving, and data investigation abilities - you can interpret trends, identify anomalies, and drive conclusions
• Experience with Jira, Google Suite, Slack, AI tooling, and advanced Excel skills
• Comfort writing basic data queries (preferred) and / or working directly with structured data to investigate client questions
• Experience with APIs

Soft Skills & Working Style

• Excellent communication skills, including executive presence and strong presentation skills - you can tell a compelling data story to both an engineer and a C-suite audience and adjust your communication style accordingly
• Highly proactive - you own your action items, you close the loop without being asked, and you run toward problems
• Self-sufficient learner - you take organized notes, ask good questions, and actively build your own knowledge of our product and industry without waiting to be trained
• Strong project management instincts - you set timelines, manage competing priorities, and keep clients and internal teams aligned
• Empathetic but clear - you can advocate for clients internally while also setting appropriate expectations externally
• Collaborative team player with an entrepreneurial spirit - you bring ideas, not just execution