Client Success Manager

Abacus Insights is a mission-driven, start-up technology company focused on transforming the healthcare payer industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their clients' needs. Our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met.  

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these health insurance payers can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.  

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising $100 Million by leading VC firms who have deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in an industry that is not only ready for disruption. We're growing quickly and would love for you to be a part of it!  

About the Role: 

We are seeking a strategic and growth-mindset Customer Success Manager to support a portfolio of high-value established clients. This role reports into the Director, Client Success and is responsible for driving client satisfaction, retention, and growth by delivering exceptional service, identifying opportunities, and ensuring alignment between client business goals and our solutions.

This position is ideal for candidates with a blend of leadership and client engagement skills, combined with an understanding of healthcare data and clients’ needs surrounding that data.   You will work closely with senior members of our account management team and cross-functional teams to deliver value to our clients. The ideal candidate understands healthcare workflows, regulatory environments, and SaaS technologies, acting as a trusted advisor to our clients.  

As a Customer Success Manager, you will:

• Own the client relationship, starting from the initial handoff from Sales through the entire lifetime of the client.  Conduct regular check-ins, business reviews, and feedback sessions to ensure alignment and satisfaction.  Build strong personal relationships with key client stakeholders.
• Drive value, ensuring clients’ needs are exceeded and that true business value is achieved.
• Advocate for clients internally, working across Abacus teams to ensure that we deliver beyond commitment.
• Proactively monitor client performance, leveraging data and use it to create an experience that surpasses the client’s expectation.
• Advise as a strategic consultative partner with clients to continuously understand clients’ business goals, challenges, and evolving needs, and how Abacus can partner to meet those needs. Stay current on industry trends that may have an impact on your clients.
• Provide executive leadership to teams supporting the client, ensuring on-time high quality delivery, and being the first escalation point to resolve issues. 
• Maintain client satisfaction at levels that are world-class and create an environment that is conducive to growing the account.
• Maintain a growth mindset, identifying opportunities for growth that align with the client’s business objectives, partnering with Sales to act on those opportunities. 
• Collaborate with a matrixed team covering the entire client life cycle from contracting to support.

Expected behaviors of a Client Account Executive include:

Client-Centric Mindset

• Actively listen to client needs and goals.

• Anticipate challenges and proactively offer solutions.
• Advocate for the client internally while balancing business priorities. Proactively escalate issues to ensure they are getting appropriate attention.

Outcome-Oriented Execution

• Focus on delivering measurable value and outcomes.
• Track KPIs / success metrics aligned with client objectives.
• Follow through on commitments with urgency and accountability.

Relationship Building

• Build trust through transparency, consistency, and empathy.
• Engage stakeholders at multiple levels within the client organization.
• Maintain regular, meaningful touchpoints—not just when issues arise.
• Organize stakeholder map and relationship matrix between Abacus and client.

Strategic Thinking

• Understand the client’s business model, and competitive landscape.
• Understand client priorities, individual leader priorities, and current challenges.
• Identify opportunities for growth, innovation, and long-term partnership.
• Connect clients’ needs to broader organizational capabilities and product roadmaps.

Cross-Functional Collaboration

• Partner effectively with sales, delivery, product, and support teams.
• Translate client feedback into actionable insights for internal teams.
• Ensure alignment across all touchpoints in the client journey.

Problem Solving & Adaptability

• Stay calm under pressure and navigate ambiguity with confidence.
• Resolve issues quickly and constructively.
• Adapt to changing client priorities and market dynamics.

Continuous Learning

• Comply with completing standard curriculum for your role.
• Stay informed on industry trends, client developments, and product updates.
• Seek feedback and invest in personal and professional growth.
• Share learnings and best practices with peers.

What we’re looking for:

• Bachelor’s degree in health care administration, computer science, business, or equivalent experience. 
• 5+ years’ experience in a client-facing role (e.g., account management, customer success, professional services).
• Experience in the healthcare industry with a preference of Medicare or Medicaid payer experience, SaaS.
• Demonstrated success driving client-facing conversations and delivering value to clients for a combination of software and services.
• Strong communication skills, both verbal and written.
• Analytical thinker with the ability to analyze data and translate insights into actionable strategies. 
• Experience drafting statements of work and service agreements.
• Ability to de-escalate customer complaints.
• Ability to organize projects and manage time effectively.
• "Roll up your sleeves mentality" working side-by-side with your team.
• Demonstrated ability to thrive in a fast-paced, dynamic startup environment.
• Occasional travel (approximately 10-15%) to the clients’ location is required.

Extra Credit: familiarity with cloud technology, CMS interoperability mandates. and modern data technologies.

Equal Opportunity Employer

As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type in regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.