Expert Client Success Manager

About this role

Job Summary

The Expert Client Success Manager (CSM) serves as a strategic advisor to a portfolio of complex, strategic Veradigm clients. The Expert CSM represents the voice of the client within Veradigm and the voice of Veradigm to the client. The Expert CSM is accountable for building strong client relationships, driving solution adoption, identifying expansion opportunities, protecting revenue, and reducing client attrition.
Operating with considerable autonomy, the Expert CSM partners with client leaders and cross-functional Veradigm stakeholders to align Veradigm's solutions, services, and roadmap with the client's financial, operational, and regulatory priorities. This role combines strategic roadmap planning with hands-on execution. The Expert CSM identifies risks early, drives issue resolution across Product, Operations, Support, Services, Sales, Finance, and other teams, and engages Client Success leadership when situations require executive intervention.
The Expert CSM also contributes to the growth of the Client Success organization by applying and refining best practices, sharing lessons learned, and mentoring less experienced Client Success Managers.
What You Will Contribute

• Serves as the primary strategic and operational contact for complex client relationships, ensuring an exceptional experience with Veradigm products and services

• Builds trusted relationships with client leaders and decision-makers, connecting Veradigm's capabilities to the client's strategic, financial, operational, and regulatory priorities

• Leads complex, cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Services Project Managers, Hosting, Managed Services, Product, Support, and Finance, to align on goals and action plans

• Creates and maintains client success plans with clear objectives, measurable outcomes, key performance indicators, risks, and dependencies

• Facilitates strategic roadmap planning for complex current and future projects, aligning Veradigm solution releases with client priorities

• Leads monthly operational reviews and creates and maintains client-facing executive dashboards that track performance and progress

• Participates actively in Quarterly and Strategic Business Reviews, contributing performance data, client feedback, and recommendations

• Provides advanced consultative guidance on client growth plans, solution adoption, and workflow optimization, and supports Sales in expanding the Veradigm footprint

• Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms

• Identifies emerging risks within assigned accounts and takes action before they materially affect client outcomes, revenue, or regulatory compliance

• Drives client prioritization of escalated issues with Support and coordinates cross-functional resolution, engaging leadership when escalations require executive involvement

• Ensures oversight, visibility, and tactical coordination of complex Veradigm services initiatives, including progress, dependencies, and risks

• Ensures client regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions

• Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents

• Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices

• Performs root cause analysis for recurring issues on assigned accounts and partners with internal teams to implement corrective actions

• Supports resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable

• Facilitates discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not resulted in progress

• Supports client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, by issuing invitations, reviewing feedback, and driving improvement action plans

• Identifies and grows reference accounts by documenting and sharing client outcomes, success stories, and demonstrated value

• Identifies trends across assigned accounts and shares insights with Client Success leadership and Product to inform roadmap, service delivery, and engagement priorities

• Applies and contributes to Client Success best practices, processes, tools, and engagement standards

• Mentors and guides Senior and less experienced Client Success Managers on account strategy, escalations, and client engagement

• Participates in initiatives that improve client outcomes and strengthen the effectiveness of the Client Success organization

The Ideal Candidate Will Have

• Bachelor's degree or equivalent technical or business experience (required)

• 7+ years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field

• 2–3 years of experience at the Senior Client Success Manager level or equivalent experience managing complex client relationships (preferred)

• Experience engaging client leadership and influencing decisions with client and internal stakeholders

• Experience leading cross-functional work without direct authority

• Payer or health plan industry experience

• Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations

• Ability to connect client objectives with measurable business, financial, operational, and regulatory outcomes

• Strong analytical skills and experience using data to assess client health and guide decisions

• Strong problem-solving and root cause analysis skills, with the…