Customer Success Manager

Overview

At Commence, we’re the start of a new age of data-centric transformation, elevating health outcomes and powering better, more efficient processes to program and patient health. We combine quality data-driven solutions that fuel answers, technology that advances performance, and clinical expertise that builds trust to create a more efficient path to quality care. With human-centered, healthcare-relevant, and value-based solutions, we create new possibilities with data and focus on efficiencies that transform the lives of those we serve.

Commence cuts straight to better care with a culture driven by purpose, straightforward communication and clinical domain expertise.

• Serve as the primary post-sale point of contact for assigned customers, owning the overall relationship, satisfaction and potential growth.
• Support customer onboarding and implementation in partnership with sales, product and support to ensure a smooth and timely go-live.
• Develop and maintain customer success plans that align with client goals, use cases and key performance indicators.
• Drive product adoption by providing ongoing training, best practice recommendations and guidance tailored to healthcare workflows and regulatory needs.
• Actively monitor customer health, adoption and engagement to identify risks, mitigate churn and address issues before escalation.
• Conduct regular business reviews such as QBRs to demonstrate value, report outcomes and align on future objectives.
• Act as the voice of the customer internally to gather feedback and collaborate with product and engineering to influence roadmap priorities.
• Coordinate issue resolution by working closely with the support and technical teams to ensure timely and effective problem resolution.
• Identify expansion and upsell opportunities in partnership with sales.
• Support contract renewals by reinforcing ROI, addressing concerns and ensuring a positive renewal experience.
• Maintain accurate customer records, activity notes and health metrics in CRM and customer success platforms.

• Bachelor’s degree in business, communications or another related field.
• Minimum of 5-7 years of experience in sales, customer support or other related field and preferably within the software or technology industry.
• Experience supporting healthcare organizations, government agencies, or regulated industries with complex workflows.
• Strong ability to build trusted relationships with diverse stakeholders, including executive, operational, and technical contacts.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical audiences.
• Proficiency with CRM and similar customer success platforms.
• Strong problem-solving and organizational skills, with the ability to manage multiple customer accounts and priorities simultaneously.
• Coachable mindset with a strong desire to learn, improve and grow in a customer success or similar career.
• Detail-oriented with the ability to manage multiple tasks and meet deadlines.
• Must be able to travel within the United States on a quarterly basis while maintaining professionalism.

This is an office position. The work environment is climate-controlled, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Candidates must be able to sit, read, work on a computer, and view a monitor for extended periods. Occasionally, standing, walking, and using hands and fingers may be required.

Commence.

AI is committed to providing equal employment opportunities to all applicants, including individuals with disabilities. If you require a reasonable accommodation to participate in the application process due to a disability, please contact Human Resources at  or hr. All applications must be submitted through our online application system unless you are requesting accommodation.