Customer Success Manager

About the role

Hallmark Health Care Solutions is seeking a Customer Success Manager to lead the post-go-live support of our Physician Enterprise Suite. The Customer Success Supervisor serves as a client relationship owner, team coach, operational leader, and senior escalation point for complex compensation, data, reporting, calculation, and system configuration issues.

Responsibilities

• Develop and maintain a complete understanding of the Physician Enterprise solutions, including system functionality, data flows, reporting, configuration, and calculation logic.
• Supervise, coach, and support Customer Success Specialists, providing guidance on prioritization, issue resolution, client communication, and performance.
• Manage the transition and handoff of clients from Implementation to Customer Success, ensuring all requirements, configurations, documentation, and outstanding issues are clearly communicated.
• Provide hands-on support by troubleshooting client-reported issues related to provider compensation calculations, data accuracy, reporting, and system configuration.
• Investigate discrepancies, validate data and calculation results, perform root cause analysis, and recommend corrective and preventive solutions.
• Monitor team workloads, support request volumes, issue aging, and compliance with established service-level agreements.
• Build and maintain strong relationships with client stakeholders and lead regular client check-ins and operational reviews.
• Coordinate with Project Management, Business Analysis, Product, Engineering, Quality Assurance, and Implementation teams to resolve complex issues.
• Participate in User Acceptance Testing, regression testing, release validation, and post-release support.
• Ensure support cases, client decisions, project plans, resolutions, and recurring issues are documented accurately and timely.
• Identify customer health risks, recurring issues, and process improvement opportunities, and take proactive action to prevent escalations.
• Support customer satisfaction, retention, and renewal readiness through proactive engagement and effective issue management.

Requirements

• Bachelor’s degree in business, Healthcare Administration, Finance, Accounting, Information Systems, or a related field preferred.
• Minimum of 5 years of experience in customer success, client support or implementation in the provider compensation, or healthcare finance space.
• Previous experience supervising, coaching, mentoring, or leading team members.
• Strong understanding of provider compensation methodologies, data validation, reporting, and calculation processes.
• Strong analytical and problem-solving skills with the ability to investigate complex data and system issues.
• Experience managing multiple clients, priorities, deadlines, and escalations in a fast-paced environment.
• Strong attention to detail, organizational skills, and follow-through.
• Excellent written and verbal communication skills with a client-focused approach.
• Proficiency in Microsoft Excel, Word, PowerPoint, and project or support-management tools.
• Ability to work independently and collaborate effectively across departments.

Benefits

• Medical, Dental, and Vision Insurance with Employee Premiums Covered by HHCS at 100% and Company Cost Share for any Dependents Enrolled
• $3000 Annual Company Contributions to HSAs for all Employees Enrolled in the HSA Eligible Health Plan
• Unlimited Paid Time Off
• Pre-Tax and Roth 401(K) Retirement Options
• On-Site Gym, Free Parking, and Provided Lunches 3 Times per Week in the Dallas Office!