Customer Success Manager, Customer Delivery & Success

About the role

Inovalon was founded in 1998 with a mission to transform the healthcare ecosystem through technology and data. The Customer Success Manager role is part of this mission, focusing on customer retention, satisfaction, and long-term partnership.

Responsibilities

• Build Trusted Customer Relationships
• Serve as the primary point of contact for assigned customer accounts.
• Develop strong relationships with customer stakeholders across business and technical functions.
• Understand customer goals and help align our solutions to their evolving needs.
• Lead regular customer meetings, business reviews, and strategic discussions.
• Drive Customer Success
• Monitor customer health and engagement.
• Identify risks and opportunities to improve customer experience.
• Support customers throughout their lifecycle, from onboarding through ongoing utilization.
• Partner with customers to ensure they achieve value from their investment.
• Coordinate Successful Delivery
• Collaborate with Product, Engineering, Data Operations, and Delivery teams to support customer initiatives.
• Communicate timelines, milestones, and changes effectively.
• Proactively identify and address risks that may impact customer outcomes.
• Ensure customers remain informed and supported throughout delivery processes.
• Manage Issues and Escalations
• Coordinate resolution efforts for customer concerns and operational issues.
• Serve as a customer advocate within the organization.
• Drive clear communication and accountability during issue resolution activities.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, Client Services, Program Management, Technical Account Management, or a related customer-facing role.
• Experience working with healthcare data, including healthcare claims, EHR, clinical, provider, payer, or related healthcare datasets.
• Demonstrated ability to manage customer relationships and coordinate cross-functional initiatives.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Experience supporting enterprise customers.
• Familiarity with healthcare data delivery workflows and data operations processes.
• Experience working with technical teams and translating complex topics for customers.
• Knowledge of SQL, APIs, Snowflake, AWS, or business intelligence tools such as Power BI or Tableau.

Pay

The base compensation range for this role is $76,800—$120,000 USD. This position may be eligible for performance-based incentives.

Schedule

The travel requirement is 20%.