Customer Success Manager

We need to output HTML fragment with sections for headings: 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, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions. Must not create sections with filler like "commensurate with experience". Must only include sections when posting has real specific content. We need to parse the posting. Content: - Intro: "CareTracker is hiring for a Customer Success Manager. 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 subsections: Client Relationship Management (approx 50%) and Back-to-Base Account Growth (approx 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 of benefits. Then "About CareTracker" and "About Harris Computer" paragraphs (company description). Likely not needed as sections? Could be part of "About the role"? The instructions: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content to these headings. - About the role: likely the introductory description of role responsibilities (the first paragraph). Could also include "What Your Impact Will Be" as Responsibilities. - Responsibilities: the bullet points under Client Relationship Management and Back-to-Base Account Growth, plus Use of AI, Administrative, Travel maybe. - Requirements: maybe the "Required Qualifications" list. - Qualifications: maybe same as Requirements? But we have both Requirements and Qualifications headings. Could split: Requirements = required experience/skills; Qualifications = maybe education? Not present. Could combine. - Skills: maybe list of skills like communication, Excel, AI tools, etc. - Benefits: from "What We Offer" list. - Pay: Salary Range. - Schedule: maybe travel? Not exactly schedule. Could include Travel as schedule? But schedule heading is for work schedule (e.g., full-time, remote). Not present. So we should not create Schedule section if no specific content. We must not create sections with filler. So if we don't have schedule info, omit Schedule heading. Similarly, Skills section: we have skills mentioned: strong written and verbal communication, proficiency with Excel, PowerPoint, Word, Outlook, working proficiency with AI tools, ability to work independently, ability to create processes/documentation/SOPs, exceptional follow-through, strong internal drive. Also maybe "understanding of healthcare operations". Could put those under Skills. Requirements: maybe the "Minimum of three years of experience in healthcare..." and "Minimum of three years in a client-facing role..." etc. Those are qualifications/experience. Could be Requirements. Qualifications: maybe the "Required Qualifications" heading already; but we have both Requirements and Qualifications. Could treat Requirements as the experience requirements, Qualifications as the skill/ability requirements. But we already have Skills section. Might be overlapping. Better to follow typical job posting structure: About the role (overview), Responsibilities (duties), Requirements (experience needed), Qualifications (education/credentials), Skills (specific abilities), Benefits, Pay, Schedule. Given the posting, we have: - About the role: first paragraph describing role purpose. - Responsibilities: the bullet points under Client Relationship Management and Back-to-Base Account Growth, plus Use of AI, Administrative, Travel. - Requirements: maybe the "Minimum of three years of experience in healthcare." and "Minimum of three years in a client-facing role such as..." etc. - Qualifications: maybe the "Strong written and verbal communication skills..." etc? But those are skills. - Skills: maybe proficiency with Excel, PowerPoint, Word, Outlook, AI tools, ability to work independently, create processes, follow-through. - Benefits: the "What We Offer" list. - Pay: Salary Range. - Schedule: maybe Travel percentage? Could treat Travel as schedule? But schedule usually refers to work hours, remote/hybrid. Not given. Could omit Schedule. We must not create sections with filler like "not specified". So if we don't have schedule, omit. Now we need to output HTML fragment with

for each section heading, and

• for any list of duties/requirements/benefits, and

  for prose. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. The posting didn't have obvious boilerplate except maybe the "About CareTracker" and "About Harris Computer" sections; those are substantive company description, we should keep. We need to decide where to put company description. Could be part of "About the role"? Or maybe a separate section like "About the Company". Not in allowed headings. Could include under "About the role" as prose. Thus About the role section could contain: role purpose + company description. But we must not repeat job title as heading. Already not. Now let's extract details. **About the role** (prose): - CareTracker is hiring for a Customer Success Manager. - 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. - 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. - 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. Add company description: - About CareTracker: HARRIS CareTracker started in 1995 solving revenue cycle problems for physician practices. Thirty years later, we deliver the most complete cloud based practice management and EHR platform for independent healthcare. Over 600 integrations. MIPS certified reporting. Revenue cycle automation proven across thousands of practices. Built by people who understand healthcare operations because we have been doing this before most competitors existed. - About Harris Computer: Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a differenceWe have an award-winning cultureWe offer opportunity to learnWe are financially strong and we are owned by the largest software company in Canada (CSI)We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Instagram: @weareharrisLinkedIn: Harris Computer We could keep that as prose. **Responsibilities** (list): From "What Your Impact Will Be": Client Relationship Management (approximately 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 (approximately 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. Note: The travel percentage includes brackets "[20-30%]" which is placeholder? It's a range, but it's specific. We should keep as is. **Requirements** (list): From "Required Qualifications": - 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