Customer Success Manager

Change Healthcare Madison , WI 53706

Posted 2 months ago

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

As a Manager on the Customer Success team, you will oversee 3-7 Customers Success Specialists responsible for 20-40 customers each. In this role, you will be a primary point of oversight and escalation for your team members and their customers. You will have direct customer responsibilities as well, where you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across NDSC to show benefits of and opportunities presented by clinical decision support.

The ideal candidate will be as passionate about NDSC solutions as they are about providing an exceptional experience for every customer and are motivated to enhance our team atmosphere and shared success. We're looking for a driven leader who is interested in using their customer relationship, organization and strategic skills to help us achieve our goal of being a trusted and valued partner for our customers and help NDSC make long lasting, positive changes in the healthcare industry.

You will own the post-implementation relationship and experience between NDSC and our customers, driving value realization and cultivating cycles of continuous improvement. You are an expert relationship builder with a successful track record of building trust and rapport with customers and team members. You are equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details. The CSS team members that you manage are first points of contact for issue resolution who can also proactively identify and resolve customer needs, both independently and in coordination with other NDSC team members to ensure needs are addressed in a complete and timely fashion.

Duties and responsibilities

  • Provide mentoring, oversight, and feedback to assigned Customer Success Specialist team members

  • Set a good example via high performance in the duties and responsibilities of all Customer Success Specialists.

  • Establish and maintain strong relationships with assigned customers. Provide guidance and a point of escalation for customers assigned to your team members.

  • Plan and develop optimization plans with customers

  • Advocate for the customer with product and technical teams, including identification of client needs and supporting solutions, including co-creation of new solutions, where necessary. Communicate company priorities and roadmap with team members and customers as appropriate in relation to issues and enhancements.

  • Work cross-functionally within all functional areas of the organization to ensure deliverables are met and to promote client customer satisfaction.

  • Ensure team members are working with customer leadership to proactively identify issues and plan optimization work, including upgrades and new feature implementation. Use strategically-relevant analytics to show customer value of CDS product.

  • Ensure team members are executing on committed deliverables with customers related to optimization plans, identified issues, and updates to the configuration and content of CDS as needed and agreed upon with the customer.

  • Work closely with other areas including product development and sales to ensure customer needs are met and feedback is shared. Understand product goals and communicate that with customers.

  • Perform leadership role on Customer Success team by owning key processes or integration features.

  • Work with the implementation and technical services teams to continue to improve tools and process.

  • Serves as a point of escalation for the customer within NDSC.

  • Focus on efficiency and high impact work.

  • Contribute to the ideation, development and productization of CDS enhancements.


  • Education Bachelor's degree or equivalent work experience

  • Experience 3-5 years' work experience in Healthcare IT, clinical role, and/or customer implementation and support in the healthcare services industry. Prior experience managing team members preferred.

  • Language Skills Advanced interpersonal, written and verbal communication skills with proficiency in a variety of settings and audiences

  • Reasoning Ability Advanced reasoning and problem-solving proficiency.

  • Project Management

  • Strong project and task management skills

  • Strong customer service skills and background.

  • 1-3 years experience managing complex, high profile customer accounts.

  • Detail oriented

  • Proficient in Microsoft Office products, especially Excel


  • Candidates who will move forward in the process are required to take a timed assessment test.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Commitment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Customer Success Manager

Change Healthcare