Tellihealth · 13 hours ago
Client Success Manager
United States
Full-time
Remote
Mid Level
3+ years expTellihealth is transforming chronic care delivery by merging technology with compassionate care. The Client Success Manager (CSM) is responsible for managing the post-sale client lifecycle, ensuring client retention, program performance, and expansion readiness by collaborating with various internal teams.
ConsultingHealth CareRemote Sensing
Hiring Manager
Joey Vasquez, SHRM-TA
Responsibilities
Own measurable client outcomes across the full post-sale lifecycle, including implementation, stabilization, performance optimization, retention, and expansion readiness within existing products
Own overall client health and performance by defining, monitoring, and acting on clearly defined success metrics tied to clinical, operational, financial, and engagement outcomes
Maintain and continuously update a client health index for each assigned account by synthesizing quantitative and qualitative performance data, trend analysis, and stakeholder signals to inform decision-making and prioritization
Identify client risk proactively through data-driven analysis and stakeholder signals and lead structured recovery planning to mitigate churn and performance degradation
Develop and execute clear recovery action plans for at-risk accounts by coordinating responsibilities across Operations, Clinical, Financial, Technical, and Sales teams and holding owners accountable through resolution
Lead structured, outcome-focused client forums including recurring performance reviews and executive business reviews that communicate results, value realization, risks, and data-backed next-step recommendations
Drive accountability for retention outcomes by anticipating renewal risks early and executing mitigation strategies based on performance indicators well in advance of contract expiration
Identify and advance expansion readiness within existing accounts by assessing performance maturity, stakeholder alignment, and capacity for growth without introducing new product lines, in partnership with Sales
Partner closely with Sales to support expansion conversations through objective performance insights, outcome narratives, and readiness assessments while maintaining ownership of post-sale execution
Ensure accurate, timely documentation of client performance, risks, decisions, and action plans to support enterprise visibility, forecasting accuracy, and accountability
Provide structured feedback to internal teams on recurring client trends, operational friction points, and systemic gaps that impact outcomes, scalability, or retention performance
Collaborate cross-functionally with Operations, Clinical, Finance, Product, and Technical teams to resolve performance issues and improve end-to-end delivery outcomes
Lead onboarding for new clinics with a focus on achieving defined early performance benchmarks, including system setup, training, and activation for RPM and CCM programs
Guide clients through successful adoption of Tellihealth systems and workflows by reinforcing best practices and monitoring early adoption and utilization metrics
Navigate Electronic Health Record systems accurately to support workflow alignment, issue resolution, and performance assessment
Apply a working understanding of billing codes, billing workflows, and collections to identify risks to financial performance and support cross-functional resolution
Monitor support activity and escalation patterns to ensure timely resolution while analyzing root causes that affect performance and retention
Communicate with clients clearly and professionally across channels to drive alignment, accountability, and confidence during both steady-state and escalated situations
Address client concerns with professionalism and empathy while maintaining focus on resolution, accountability, and long-term outcome protection
Organize and lead internal and external meetings by setting clear objectives, driving decisions, and ensuring documented follow-through on commitments
Manage time and priorities effectively to balance proactive performance management, risk mitigation, and growth readiness across a portfolio of accounts
Demonstrate ownership and follow-through by assigning tasks, tracking progress, and closing accountability gaps across internal stakeholders
Contribute to a culture of accountability and continuous improvement by identifying opportunities to improve client outcomes, internal processes, and scalability
Adapt quickly to evolving systems, processes, and industry dynamics while maintaining consistent execution standards and data discipline
Assume additional responsibilities as needed to support team goals and enterprise-level client success priorities
Qualification
Required
High school diploma or equivalent
3 years of experience in account management, client success, or healthcare operations
1 year of experience in a healthcare setting
Ability to travel for off-site meetings
Proven ability to manage a large client base with attention to detail and personalized service
Experience in onboarding clients and implementing healthcare programs such as RPM and CCM
Strong problem-solving and conflict resolution skills, especially in customer-facing situations
Ability to work cross-functionally with technical and operational teams to resolve issues and improve service delivery
Excellent verbal and written communication skills
Exemplifies Tellihealth's values: All IN, INtelligence, INnovation and INtegrity
Preferred
Bachelor's degree
Company
Tellihealth
TelliHealth is a provider of Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Asif Ahmad
Chief Executive Officer
K
Kevin Clark
Chief Financial Officer
Recent News
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