Integrated Healthcare Association · 1 day ago
Senior Client Success Manager
Oakland, CA
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $130K/yr
3+ years expIntegrated Healthcare Association (IHA) is a non-profit industry association focused on solving healthcare challenges. They are seeking a Senior Client Success Manager to manage strategic client relationships and contribute to product evolution and operational excellence within California's Symphony Provider Directory.
Health Care
Hiring Manager
Jason Palumbo
Responsibilities
Serve as the primary relationship manager for an assigned portfolio of high‑value, strategic clients
Own the end‑to‑end client experience, including onboarding, training, support, and long‑term account management
Foster strong, positive relationships through proactive communication and a high level of service
Act as a trusted advisor by understanding client workflows, business needs, and success criteria
Communicate technical changes, product updates, and upcoming releases to ensure clients remain informed and prepared
Stay current on industry trends and client‑relevant developments
Identify early retention risks and coordinate cross‑functional remediation plans
Advocate for client needs by researching their goals and identifying opportunities for added value
Ensure optimization and adoption of Symphony solutions to support client outcomes and long‑term retention
Maintain accurate client documentation, CRM updates, and early identification of client advocates and accounts at risk
De‑escalate and resolve critical client issues by identifying solutions that balance client needs and Symphony priorities
Proactively create and manage action plans to mitigate issues through full resolution
Navigate unexpected events with composure, facilitating change management and ensuring continuity of service
Manage client implementations and ongoing activities using project management tools, providing timely updates and clear status reports
Influence product roadmap decisions by translating client needs into actionable requirements
Provide Client Success SME support to product and operational teams by offering insights on enhancements, scalability, and client‑facing workflows
Develop and maintain external‑facing materials such as presentations, training content, and knowledge articles
Support in the development and implementation of KPIs for the client success team to track performance and client outcomes
Prepare, review, and deliver internal and external reports as required
Mentor peers and contribute to leadership development within the Client Success team
Foster a culture of accountability, collaboration, and continuous improvement
Take increased ownership of complex Client Success processes and subject‑matter areas
Qualification
Required
BA/BS degree
Experience within the healthcare industry
3-5 years' experience in client success, client-facing role, and account relationship management
Strong conflict resolution and decision-making skills, especially in high-stakes or high-pressure situations
Ability to develop long-term client success strategies and implement them effectively across multiple accounts
Proven ability to manage complex client relationships and address escalations diplomatically
Advanced project management skills, capable of handling multiple high-impact projects simultaneously
Exceptional communication and presentation skills
Ability to navigate organizational change and adapt to evolving client needs and market conditions
Proficiency with CRM software and Microsoft Office Suites
Ability to anticipate needs, identify issues impeding success, and propose creative, viable solutions
Ability to work autonomously and take full ownership of assigned client portfolio
Demonstrated ability to influence product strategy and operational frameworks
Experience collaborating with technical teams to translate client needs into product requirements
Benefits
Competitive salary
Primarily remote work with access to our Lake Merritt office in Downtown Oakland
Subsidized gym membership
ClassPass
401K contribution
20 paid days off a year to start + 19 holidays
Employee Development Programs
LinkedIn Learning, subsidized conference attendance and leadership development courses
Medical, dental, and vision
Mental health support services with Optum Counselors 24/7 (Online Therapy) – Talkspace and access to meditations apps such as Calm
Flexible Spending Account
Company
Integrated Healthcare Association
The Integrated Healthcare Association (IHA) is a statewide multi-stakeholderpromotes quality improvement, accountability and afford.
11-50 employees
Funding
Current Stage
Early StageRecent News
2025-04-29
Company data provided by crunchbase