Customer Success Manager, CipherHealth
Salary not provided
Looker
Salesforce
Senior level
Remote from US
More information about location
Communication platform for medical patients
Be an early applicant
Communication platform for medical patients
101-200 employees
HealthcareB2BSaaSMedTech
Be an early applicant
Salary not provided
Looker
Salesforce
Senior level
Remote from US
More information about location
101-200 employees
HealthcareB2BSaaSMedTech
Company mission
To meaningfully connect with your patients to deliver more personal, intelligent and timely care at scale.
Role
Who you are
- 5 years of experience as a Customer Success Manager (or similar client-facing role) in healthcare software or technology, supporting large health systems
- Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
- What You Bring:
- Proven track record of retaining and growing strategic health system accounts through success planning, EBRs, and renewal management
- Direct experience managing health system accounts — you understand the nuance of system-level decision-making, multi-stakeholder dynamics, and how to drive alignment across large, complex organizations
- Deep understanding of healthcare operations and EMRs/EHRs, and how technology impacts outcomes such as HCAHPS, readmissions, and quality metrics
- Confidence leading and presenting at executive and senior system-level meetings — and the strategic instincts to drive alignment and action
- Exceptional executive presence and communication skills; you build trust at the C-Suite and senior system-level leader level and translate complexity into clarity
- Analytical and data-driven with the ability to extract meaningful insights from utilization trends and outcomes data
- Experience with Salesforce, Churnzero (or other CS platforms), Looker (or other BI tools), Gong, and Pendo (or similar analytics platforms) to track customer engagement, value realization, and account health
- Comfort and curiosity with AI tools — including LLMs and AI-assisted workflows — to enhance productivity, surface insights, and scale your impact
- A proactive, self-directed work style with strong critical thinking, organization, and follow-through
- Collaborative and solutions-oriented; you know how to bring internal teams together to deliver for customers
- Working knowledge of renewals and contracting processes, with the ability to interpret customer agreements and contribute to commercial strategy alongside Sales
- At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate!
What the job involves
- As a Customer Success Manager, you'll serve as a strategic partner to health system executives and clinical leaders, helping them achieve measurable outcomes through CipherHealth's care coordination platform
- You bring deep healthcare expertise, technical fluency, an AI-forward mindset, and the confidence to lead high-stakes conversations that connect our technology to clinical, operational, and financial impact — ultimately driving retention and expansion of customer partnerships
- This role is ideal for someone who has led or supported healthcare operations — whether as a clinician, program leader, or consultant — and now thrives at the intersection of healthcare and technology
- You're proactive, strategic, and skilled at leveraging AI tools and insights to influence decision-making at the executive and senior system-level to drive long-term success for our customers and CipherHealth alike
- You're scrappy, resourceful, and energized by ambiguity — you connect the dots others miss, act before being asked, and know how to get things done even when the path isn't perfectly clear
- Customer Retention & Growth: Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders
- Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals
- Use AI-powered tools and analytics to stay ahead of account health trends and act with precision
- Strategic Alignment & Executive Engagement: Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI
- Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations
- You know how to navigate the complexity of large, matrixed health systems to get things done
- Customer Onsite Planning & Execution: Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery
- Lead executive presentations and frontline discussions that deepen trust and accelerate adoption
- Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account
- Product Adoption & Value Realization: Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform
- Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem
- Customer Advocacy & Collaboration: Be the voice of the customer internally
- Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience
- Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve
- Data & Performance Analysis: Turn utilization trends, outcomes data, and engagement signals into actionable insights
- Use BI tools, CS platforms, and AI-assisted analysis to build concise, high-impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value
Our take
Healthcare shouldn’t be hard. CipherHealth’s aim is to ensure it isn’t, providing a multipurpose platform that connects patients, providers and caregivers in a simplified and personal way.
What impresses about CipherHealth is the level of personalization in their automated services. The platform can be used for organising patient meetings and acquiring and storing procedure screening data. But as well as this, appointments and reminders are sent to patients via CipherHealth’s chatbot, which can text in a range of languages with capacity for scripts individualized for each patient rather than standardized messages.
With over 500 hospitals using the software in 46 states, it's a significant portion of the market CipherHealth have cornered. And its prominence doesn’t seem set to falter any time soon.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$55.5m
SERIES C
May 2021
$38m
SERIES B
Total funding: $113.5m
Company benefits
- Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Weekly virtual yoga classes
- Employee Assistance Program (EAP)
- Adoption Assistance
- Retirement: 401(k) at three months of employment — with a match upon enrollment!
- Discretionary PTO + 13 paid holidays
- Parenthood: Competitive paid parental leave and flexible return to work policy
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- CARE2 Values
- Bi-Weekly All Hands Meetings
- $30/employee monthly “Fundowment” for team bonding events
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Yearly donations to organizations that contribute to a more equitable world
- Weekly Lunch & Learns and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Company HQ
Midtown South, New York, NY
Leadership
Randy Cheung
(Executive Chairman)Prior to CipherHealth, they worked as a Consultant at Empath Consulting and as a Senior Sales Rep at Abbot Laboratories. They also worked in Business Development at Lifewood and MDLand.
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