Customer Success Manager

We need to output only HTML fragment, with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, no invented details. Remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions. Must not create sections with filler like "commensurate with experience". Must not create Pay/Schedule/Benefits unless posting actually states them. Let's parse the posting. Content: - Title: CareTracker is hiring for a Customer Success Manager. - Paragraph about role: "The Customer Success Manager is responsible for the overall health, retention, and growth of the Company’s direct client portfolio. This role combines two core areas of focus in approximately equal measure. The first is client success: driving client satisfaction and retention, serving as the voice of the client within the organization, and building strong, lasting relationships that foster engagement, advocacy, and long-term partnership. The second is account growth: expanding revenue within the existing client base by developing a deep understanding of each client’s operational goals and identifying opportunities to align Company products and services with evolving needs. Success in this role requires an individual who is equally effective as a trusted advisor and a strategic business partner. The ideal candidate possesses a strong understanding of healthcare operations, can confidently introduce commercial opportunities within established service relationships while preserving trust, and is capable of independently managing priorities across a large and geographically diverse portfolio." - Then "What Your Impact Will Be" with subheadings: Client Relationship Management (approximately 50%) and Back-to-Base Account Growth (approximately 50%). Under each, bullet points. - Then "Use of AI" paragraph. - Then "Administrative" paragraph. - Then "Travel" paragraph with travel required and approx [20-30%]. - Then "Salary Range: $40 - 50K" - Then "Required Qualifications" list. - Then "What We Offer" list: Culture for Growth, Top Notch Employee Health & Well Being Benefit, Every Voice Matters, Global Reach, Careers with Purpose, World Class Career Development Programs, Focus On Sustainability, Comprehensive medical, dental, and vision benefits, 3 weeks of vacation plus 5 personal days to recharge, Employee stock ownership, RRSP program, 401K - Then "About CareTracker" paragraph. - Then "About Harris Computer" paragraph. We need to decide sections. We have: - About the role: we can include the initial description (first paragraph) maybe as About the role. - Responsibilities: we can include the "What Your Impact Will Be" sections (Client Relationship Management and Back-to-Base Account Growth) plus maybe Use of AI, Administrative, Travel? Those could be considered responsibilities as well. But we need to follow instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to these headings. We have: - About the role: description of role. - Responsibilities: list of duties (client relationship management, account growth, use of AI, administrative, travel). Could combine. - Requirements: maybe the "Required Qualifications" list. - Qualifications: maybe same as Requirements? But we need to differentiate? Usually Requirements and Qualifications similar. But we can put Required Qualifications under Requirements, and maybe "What We Offer" under Benefits. Skills maybe from qualifications like communication, Excel, AI tools. - Benefits: the "What We Offer" list. - Pay: Salary Range. - Schedule: maybe Travel? Not exactly schedule. There's no explicit schedule like full-time, part-time, remote? There's mention of remote environment and travel. Could put Schedule under Travel? But schedule heading expects work schedule (e.g., full-time, hours). Not present. So we should not create Schedule section unless posting actually states it. It does not. So omit Schedule. - Skills: maybe we can extract skills from qualifications: strong written and verbal communication, proficiency with Excel, PowerPoint, Word, Outlook, working proficiency with AI tools, ability to work independently remote, ability to create processes/documentation/SOPs, exceptional follow-through, etc. Could put under Skills. - Requirements: maybe the minimum years experience etc. We must not invent details. Must preserve all substantive info. So we need to include all info from posting, but we can reorganize under headings. We must not repeat job title as heading. So no

Customer Success Manager

. We must not put Job ID etc. We must remove boilerplate like navigation, legal, EEO, etc. There's none obvious besides maybe the "About CareTracker" and "About Harris Computer" which are substantive? They are company description; we could keep them maybe under About the role? Or maybe we could include a section "About the Company"? Not in allowed headings. But we could incorporate that info into About the role or maybe omit? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep the About CareTracker and About Harris Computer paragraphs. Where to put them? Could be under About the role? But that section is about the role, not company. However we could create a section "About the Company" but not allowed heading. The allowed headings list is just examples; we could still use other headings? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples but we should likely stick to those. It says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should use those headings only. So we need to fit all content into those sections. Thus we need to distribute company description maybe under About the role? Could be okay: About the role could include both role description and company overview. But that might be mixing. However we must preserve all info; we can include company description in About the role section as a paragraph. Similarly, About Harris Computer could also go there. We must not create extra headings like "About the Company". So we will put company description in About the role. Now, let's outline:

About the role

... (role description + company overview)

Responsibilities

• ... (list of duties)
...

Requirements

• Minimum of three years of experience in healthcare. Any healthcare setting qualifies, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services.
• Minimum of three years in a client-facing role such as client success, account management, sales, implementation, or support.
• Strong written and verbal communication skills, including comfort presenting to practice managers, physicians, and executive stakeholders.
• Proficiency with Excel, PowerPoint, Word, and Outlook.
• Working proficiency with AI tools in a professional setting, with the ability to describe specific ways they have used them and what the result was.
• Ability to work independently in a remote environment and manage a large, distributed book of business.
• Ability to create processes, documentation, SOPs independently
• Exceptional follow-through skills, coupled with a strong internal drive to deliver high-quality work and achieve outstanding results.

But note that some of those are also skills. We could split: Requirements = experience and years; Skills = communication, Excel, AI, etc. However we have both headings allowed. Let's decide: - Requirements: the minimum years experience in healthcare and client-facing role. - Skills: communication, Excel/PowerPoint/Word/Outlook, AI tools proficiency, ability to work independently remote, ability to create processes/documentation/SOPs, exceptional follow-through. But also "Ability to work independently in a remote environment and manage a large, distributed book of business." could be skill. We'll allocate accordingly. Now Responsibilities: need to list all duties from "What Your Impact Will Be" plus Use of AI, Administrative, Travel. Let's extract bullet points: Client Relationship Management (approx 50%): - Hold high-level accountability for client satisfaction and retention across the direct client bases. - Serve as a trusted advisor to client leadership and cultivate relationships with decision-level contacts. - Host recurring one-on-one client meetings with higher-value accounts and engage smaller accounts on a scheduled or as-needed basis. - Conduct on-site visits with client leadership where the relationship or the opportunity warrants direct attention. - Lead all-client calls and coordinate broad client communication strategies - Partner with Support, Enrollment, and Professional Services on client issues and escalations - Ensure clients receive timely and substantive communication when needed - Work across the organization with product teams and senior leadership to align the roadmap to client needs, bringing forward themes from the client base and translating roadmap direction back into terms clients can act on. - Develop and execute retention strategies for accounts identified as at risk, including targeted recovery plans for dissatisfied clients. - Own the NPS program for the direct base, covering contact accuracy, survey distribution, response follow-up, and the tracking required to turn feedback into action. Back-to-Base Account Growth (approx 50%): - Carry and deliver against an assigned growth target for the existing client base. - Develop working knowledge of the full product portfolio and recognize where a client's operational problem maps to a company solution. - Recommend add-on products and value-add solutions proactively, help clients quantify the expected impact, and surface objections early enough to work through them. - Manage the back-to-base sales cycle end to end, from discovery and demonstration through proposal, pricing, negotiation, and close, drawing on sales engineering or product support where deeper expertise is required. - Negotiate fees, contracts, and renewals supported by a documented business case, and lead price increase execution including notification and the resulting client questions and disputes. - Manage new provider add requests, including required forms, pricing, and hand-off to finance. - General Account operations and finance Support AR and collections activity, including aging reviews, invoice disputes, credit requests, and the internal approval path for account shutoff or collections action. - Complete recurring invoice audits, contract reviews, and account profitability reviews. - Maintain the Customer Face Sheet and Dynamics records so that account history, open issues, and commitments remain visible to the wider organization. Use of AI: - The use of approved AI tools is an expectation of this role and an integral part of how work is performed. - Team members are expected to incorporate AI solutions such as Claude, Copilot, and other approved technologies into their daily workflows to improve efficiency, productivity, and outcomes. - Employees should actively adopt new AI tools and capabilities as they become available and collaborate across teams to advance AI-driven innovation for the benefit of the company and its customers. Administrative: - Communicate product release information and drive adoption of new functionality. - Complete day-to-day administrative work and attend internal meetings, business reviews, and training as scheduled. - Additional tasks can and will be added or modified when appropriate. Travel: - Travel is required and will vary by quarter. Expect approximately [20-30%], covering: - On-site client visits, prioritized by account value, renewal risk, and growth opportunity. - Industry trade shows and user conferences as assigned. - Internal team meetings, sales kickoffs, and training events. We should preserve the bracketed "[20-30%]" exactly as in text. Now Benefits: from "What We Offer": - Culture for Growth - Top Notch Employee Health & Well Being Benefit - Every Voice Matters - Global Reach - Careers with Purpose - World Class Career Development Programs - Focus On Sustainability - Comprehensive medical, dental, and vision benefits - 3 weeks of vacation plus 5 personal days to recharge - Employee stock ownership, RRSP program, 401K We need to put each as