Senior Client Success Manager

Key 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.

Qualifications

• 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.

Compensation

• Base salary range: $120k - $130k (midpoint expected for ideal candidate, based on experience, skills, and organizational needs).