Customer Success Manager

• Own a regional portfolio of health system partnerships and lead a high-performing team of Directors and senior Customer Success Executives
• Drive net revenue retention and expansion across the region through executive relationships, clinical workflow integration, and scalable customer-success playbooks
• Complete a diagnostic of the regional health system portfolio and success metrics within the first 90 days
• Establish the customer success team's operating framework and KPIs
• Recruit and onboard Directors and senior Customer Success Executives
• Improve customer retention or satisfaction across strategic accounts
• Scale the provider customer success team into a high-performing organization managing a multi-account regional portfolio
• Establish repeatable playbooks for provider onboarding and clinical workflow integration
• Grow net revenue retention across the regional book of business to 110%+
• Serve as executive point of contact for major health system clients, including board-level sponsors, CNOs, CMIOs, COOs, and other senior stakeholders
• Lead enterprise implementations of Hippocratic AI solutions, managing timelines and successful go-live
• Collaborate with Product, Engineering, Clinical, and Sales teams to channel customer feedback into product evolution, clinical feature development, and go-to-market strategy
• Define, track, and communicate customer success metrics including NRR, clinical adoption rates, operational efficiency gains, and patient outcome improvements
• Drive quarterly business reviews with executive accountability
• Build and codify best practices for onboarding, clinical training, workflow integration, and change management
• Own expansion sales through upsell and cross-sell opportunities across health system departments and use cases

Vice President, Customer Success

• Reach out to every new lead within 1 business day
• Chat with potential clients about current promotions, including the Two Week Trial
• Convert prospective clients into bookings
• Answer questions and calm prospective clients’ concerns
• Build genuine rapport through conversational, non-scripted interactions
• Log detailed notes in Lead Management contact cards for leadership visibility
• Maintain Mindbody profiles so the team can continue client engagement

Client Engagement Specialist

• Serve as the primary field-based lead for education, assistance, and issue resolution regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with healthcare providers and office staff
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and internal J&J departments
• Lead compliant access and fulfillment discussions
• Proactively address access barriers using data and account management skills
• Address critical patient access and affordability issues
• Provide field-based reimbursement and access support, education, and creative problem-solving
• Build relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of market dynamics, coverage, and coding requirements
• Improve practice and patient support through hub and specialty distribution channel knowledge
• Serve as subject matter expert on access and affordability solutions across payer types
• Complete required training and conduct business according to ethical, legal, and compliance standards

Field Reimbursement Manager, Neuroscience – Patient Engagement & Customer Solutions

• Serve as the primary field-based lead for education, assistance, and issue resolution with healthcare providers and office staff regarding patient access to J&J Neuroscience therapies
• Spend up to 50% of time on-site with HCPs and HCP staff, assessing education needs and facilitating stakeholder collaboration
• Educate HCPs on reimbursement processes, claims submissions, procedures, and payer coding requirements
• Collaborate with sales representatives, key account managers, managed care colleagues, and other field support team members
• Serve as the local team’s access, fulfillment, and reimbursement expert
• Lead compliant access and fulfillment discussions
• Use data and account management skills to address access barriers proactively
• Address critical patient access and affordability issues with urgency and accountability
• Conduct field-based reimbursement and access support, education, and creative problem-solving in accordance with FRM Rules of Engagement
• Build trust-based relationships with customers in assigned accounts
• Manage territory logistics, routing, and account business planning
• Maintain knowledge of national, regional, local, and account market dynamics, including coverage and coding requirements
• Expand knowledge of hub and specialty distribution channels to improve practice and patient support
• Collaborate with internal J&J departments including marketing, sales, medical science, SCG, IBG, HCC, and PECS
• Serve as subject matter expert on access and affordability solutions across Medicare, Medicaid Managed Care, Commercial, and other payer types
• Execute business according to ethical, legal, and compliance standards and complete required training

Field Reimbursement Manager, Neuroscience – Patient Engagement, Customer Solutions

• Serve as a strategic partner to district and school teams, ensuring program success and long-term growth
• Lead onboarding for new clients, setting clear expectations, timelines, and milestones
• Own and manage a book of business; develop territory plans to support account health, renewals, and expansion opportunities
• Synthesize client feedback to provide meaningful insights to internal teams and senior management
• Lead renewal and upsell efforts, identifying opportunities to grow partnerships based on client goals and outcomes
• Proactively identify at-risk accounts and partner internally to mitigate churn
• Build trusted, collaborative relationships across internal teams to align on partner needs and deliver a seamless client experience

Partner Success Manager

• Drive customer satisfaction and growth among a portfolio of existing customers
• Grow existing customer relationships by identifying new business or growth opportunities
• Design, plan, and coordinate program activities to drive program success and participation
• Manage multiple client priorities and activities while collaborating with delivery teams to ensure a positive customer experience
• Collaborate with customers and Benchmark team members to support projects, pilots, renewals, and expansion opportunities
• Develop an understanding of Benchmark's SaaS offerings to inform the growth process and product roadmap
• Collaborate with customers on-site or host them at local offices for in-person meetings and project discussions
• Attend quarterly meetings at company headquarters for team alignment and strategic planning
• Maintain a flexible schedule to accommodate travel and customer meeting requirements
• Visit customer sites, host customers at local offices, attend conferences or external events/trade shows, and assist with booth or marketing-material setup when needed

Customer Success Manager jobs in Ohio

Vice President, Customer Success

Client Engagement Specialist

Field Reimbursement Manager, Neuroscience – Patient Engagement & Customer Solutions

Field Reimbursement Manager, Neuroscience – Patient Engagement, Customer Solutions

Partner Success Manager

Lead Customer Success Specialist