About Us CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth’s automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time. Customer Success Manager As a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform. You bring deep healthcare expertise, technical fluency, an AI-forward mindset, and the confidence to lead high-stakes conversations that connect our technology to clinical, operational, and financial impact — ultimately driving retention and expansion of customer partnerships. This role is ideal for someone who has led or supported healthcare operations — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology. You're proactive, strategic, and skilled at leveraging AI tools and insights to influence decision-making at the executive and senior system-level to drive long-term success for our customers and CipherHealth alike. You're scrappy, resourceful, and energized by ambiguity — you connect the dots others miss, act before being asked, and know how to get things done even when the path isn't perfectly clear. Key Responsibilities: Customer Retention you build trust at the C-Suite and senior system-level leader level and translate complexity into clarity. Analytical and data-driven with the ability to extract meaningful insights from utilization trends and outcomes data. Experience with Salesforce, Churnzero (or other CS platforms), Looker (or other BI tools), Gong, and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health. Comfort and curiosity with AI tools — including LLMs and AI-assisted workflows — to enhance productivity, surface insights, and scale your impact. A proactive, self-directed work style with strong critical thinking, organization, and follow-through. Collaborative and solutions-oriented; you know how to bring internal teams together to deliver for customers. Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales. Travel up to 10% may be required. Don’t meet every single requirement? At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate! You will never be asked to conduct a text message interview, submit payment or share financial information to participate in our interview process. All emails from CipherHealth will come from "@cipherhealth.com" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from CipherHealth recruiting, forward it to careers@cipherhealth.com . We kindly request that you do not contact us by phone regarding this job posting. Our phone lines are specifically for customers needing immediate support. Our hiring team carefully reviews all applications submitted through our careers page, and we'll reach out to candidates directly if there’s a match. Thank you for your understanding and patience! How We Invest In You Healthcare that begins on your first day : Generous company-funding of our health, vision, and dental plans HSA/FSA plans Short and Long-Term Disability Life and Personal Accident Insurance $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases Employee Assistance Program (EAP) Adoption Assistance Retirement: 401(k) at three months of employment — with a match upon enrollment! Time away : Discretionary PTO + 13 paid holidays Parenthood: Competitive paid parental leave and flexible return to work policy Recognition : Generous Employee Referral Program - earn cash for each employee referral that is hired Yearly Cipher-versary stipend Ci-Phives - receive public kudos and gift cards from peers and managers Culture : CARE2 Values Monthly All Teams Meetings Employee Resource Groups such as Rainbow Room and BIPOC Group Internal Webinars and robust onboarding / training programs Remote-first team: $50 per month reimbursement in your check for WFH expenses You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Read Less
