Senior Manager of Customer Success

• JOB TITLE: Senior Manager of Customer Success
• REPORTS TO: Director of Customer Success
• DEPARTMENT: Customer Success
• HOURS: 40 Hours Monday – Friday 9:00a – 5:00p
• FLSA STATUS: Exempt
• JOB TYPE: Full-Time

About Healthix

Healthix is the largest public health information exchange (HIE) in New York State, securely connecting thousands of healthcare providers, hospitals, health plans, and community organizations to improve the quality, safety, and efficiency of care. Through the secure exchange of health information, Healthix helps ensure that clinicians, care teams, and public health partners have access to the data they need to make informed decisions and deliver better outcomes for the communities they serve.

As part of our ongoing organizational transformation, Healthix is expanding its focus beyond data exchange to make health information more actionable and impactful for healthcare providers, community partners, and public health initiatives. This transformation reflects our commitment to strengthening community partnerships, improving health equity, and supporting innovative approaches that connect healthcare with community-based services.

Through initiatives such as Healthix Connects, our internal volunteer and community engagement program, we are deepening our relationships with local organizations and creating opportunities for our team to actively support healthier, safer communities.

Joining Healthix means becoming part of a mission-driven organization that is shaping the future of health information sharing while building stronger connections between healthcare systems and the communities they serve.

THE ROLE: We are seeking a strategic, relationship-driven Senior Manager of Customer Success with proven healthcare industry experience to own a portfolio of complex, high-priority accounts and drive customer retention, measurable value realization, and revenue growth. This senior individual contributor will independently lead account strategy, deepen executive relationships, and expand adoption of Healthix's products, services, and strategic initiatives while supporting new customer acquisition efforts.

The Senior Manager of Customer Success will translate each customer's business objectives, operational challenges, and strategic priorities into actionable, measurable success plans. As a trusted advisor to executive and operational stakeholders, this role will lead consultative discussions, identify cross-sell and upsell opportunities, and coordinate cross-functional execution to address complex customer needs.

The role will also mentor peers and strengthen customer success practices in partnership with the Director of Customer Success.

Success in this role will be measured by customer retention, revenue growth within existing accounts, expansion of product and service utilization, customer satisfaction, achievement of agreed customer outcomes, proactive mitigation of account risk, and contribution to new business development and scalable customer success practices.

Requirements

KEY RESPONSIBILITIES:

• Independently own a portfolio of complex, high-priority customer accounts, with accountability for account strategy, retention, growth, and long-term value realization.
• Develop and deliver executive-level presentations, strategic account plans, and value narratives that connect Healthix capabilities to customer priorities, demonstrate progress, and recommend clear next steps.
• Lead customer-facing onboarding and adoption strategy for complex implementations, aligning stakeholders on goals, milestones, dependencies, and early value realization in partnership with implementation teams.
• · Build and sustain trusted-advisor relationships with executive sponsors, clinical leaders, operational users, and IT partners; navigate complex stakeholder environments and secure alignment on shared priorities.
• · Develop and execute strategic account and customer success plans that connect customer workflows, organizational priorities, and operational challenges to measurable adoption, utilization, and business outcomes.
• · Analyze customer health, satisfaction, engagement, and usage trends to anticipate retention risks; lead mitigation plans and coordinate resolution of complex escalations with clear ownership, timelines, and customer communication.
• · Lead executive business reviews and success planning sessions that demonstrate customer value, assess progress against agreed outcomes, and secure commitment to next steps.
• · Identify, qualify, and advance account growth, cross-sell, and upsell opportunities by aligning customer needs with Healthix capabilities and partnering with sales on expansion strategy and execution.
• · Lead cross-functional coordination with sales, product, project management, and operations to advance customer priorities, resolve barriers, and translate customer feedback into actionable service and product improvements.
• · Maintain accurate, actionable CRM records and portfolio reporting, including stakeholder maps, success plans, account health, risks, growth opportunities, and progress against retention and expansion goals.
• · Support customer engagement initiatives, industry events, conferences, and in-person meetings to strengthen relationships and expand market presence.
• · Lead assigned strategic customer initiatives, including participant-based and organizational programs; mentor customer success peers and develop repeatable playbooks, tools, and practices in partnership with the Director of Customer Success.
• · Must participate in person customer engagement events such as Health Fairs and conferences.

QUALIFICATIONS, SKILLS and COMPETENCIES:

• · Bachelor’s degree in healthcare administration, Business, Public Health, or a related field.
• · Minimum of six (6) years of progressive experience in customer success, strategic account management, client services, relationship management, or a comparable customer-facing role, including ownership of complex accounts in healthcare or health IT.
• · Experience managing complex relationships with healthcare customers such as health systems, payers, provider organizations, public health entities, or community-based partners, with an understanding of their strategic and operational priorities.
• · Demonstrated success independently leading strategic accounts and delivering measurable improvements in customer onboarding, adoption, retention, value realization, and account growth.
• · Proven ability to build executive-level credibility, influence decisions without direct authority, and align executive sponsors, clinicians, operational leaders, and technical stakeholders around shared goals.
• · Excellent verbal, written, presentation, and consultative communication skills, including experience leading executive business reviews and communicating customer value to senior stakeholders.
• · Strong understanding of healthcare operations, terminology, customer workflows, and technology-enabled solutions.
• · Experience working with EHRs, clinical portals, health information exchange platforms, or other health data systems is strongly preferred.
• · Strong analytical judgment and problem-solving skills, with the ability to translate account health, utilization, and customer feedback into actionable strategies and navigate complex escalations.
• · Ability to independently prioritize a complex customer portfolio, lead cross-functional initiatives, and mentor peers while maintaining disciplined execution and follow-through in a fast-paced environment.
• · Proficient in Microsoft Office applications and CRM platforms such as Salesforce.
• · Ability to travel for customer meetings, conferences (local and nationwide), and on-site engagement events as needed.