Customer Success Manager

Overview

In this role you own the end-to-end managed services experience for healthcare clients using InterSystems platforms, ensuring reliable delivery, regulatory compliance, and measurable clinical outcomes. You’ll operate at an executive level with CIOs and health leaders, coordinating cross-functional teams to align service delivery with contractual commitments. You will drive onboarding, adoption, renewal, and growth, while shaping governance, risk management, and continuous service improvements. This is a strategic ownership role that directly impacts patient care, data interoperability, and business continuity.

Responsibilities

• Own the full managed services lifecycle for healthcare clients (onboarding, adoption, optimization, steady-state operations, renewal, expansion)
• Transition from implementation/sales to operational support with clear scope and readiness criteria
• Establish governance structures including executive reviews and regulatory reporting
• Maintain success plans aligned to clinical, operational, and interoperability objectives
• Lead complex discussions on performance, scope changes, incidents, and contracts
• Own financial performance of engagements
• Monitor service consumption vs. contract scope and platform usage
• Identify opportunities for optimization, expansion, and renewal
• Partner with Sales on account strategy and long-term growth
• Coordinate with cloud, database, interoperability, infrastructure, and security teams
• Ensure SLAs for highly available clinical systems
• Collaborate with Product/Engineering on escalations, upgrades, patches, roadmap alignment
• Oversee incident management for mission-critical applications
• Escalate systemic risks to availability or data integrity
• Monitor client health, adoption, and satisfaction metrics
• Lead executive communications after major incidents or outages
• Drive process improvements in onboarding and delivery models
• Capture feedback to inform product evolution
• Maintain engagement documentation and governance artifacts
• Ensure HIPAA compliance and data protection requirements
• Identify risks early and drive mitigation plans

Key requirements

• 7+ years in enterprise client-facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations)
• Experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare)
• Experience managing executive relationships within healthcare organizations
• Strong financial acumen with ability to manage service margins
• Experience coordinating cross-functional teams across Product, Eng, Ops, and Clinical stakeholders
• Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM)
• Background supporting EHR ecosystems and clinical systems
• Experience in regulated environments with HIPAA or equivalent
• Familiarity with cloud-hosted healthcare platforms and hybrid infrastructure
• ITIL or similar service management framework certification
• Experience with subscription-based or managed services commercial models
• Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field

• Executive relationship management
• Strategic thinking
• Cross-functional collaboration
• InterSystems IRIS for Health
• HealthShare
• IntelliCare

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