Client Success Manager, Authenticx
More information about location
Healthcare conversation intelligence software
Be an early applicant
Healthcare conversation intelligence software
101-200 employees
Be an early applicant
More information about location
101-200 employees
Company mission
To help humans understand humans.
Role
Who you are
- Healthcare Expertise: Strong understanding of healthcare industry challenges and regulatory requirements (HIPAA, FDA)
- Curiosity & Diagnostic Thinking: Naturally inquisitive, able to ask probing questions that surface underlying business needs
- Executive Facilitation: Exceptional ability to lead high-impact discussions with senior stakeholders
- Technical Translation: Skilled at simplifying complex technical concepts without oversimplifying their strategic impact
- Relationship Builder: Excellent communication and relationship-building skills
- Strategic Problem-Solver: Strong problem-solving and strategic thinking abilities
- Cross-Functional Collaboration: Ability to work cross-functionally and collaborate with sales, product, and support teams
- Customer Retention: Proven track record of driving customer success, retention, and growth in high-value accounts
- Bachelor's degree in business, Healthcare, Informatics, or other relevant fields
- 5+ years in Enterprise B2B SaaS environment in a strategic, consultative or solutions-oriented, client facing role
- Demonstrated experience leading executive-level business reviews, strategy sessions, or training
- Experience translating technical or analysis-drive platforms into operational outcomes
What the job involves
- As a Client Success Manager (CSM) at Authenticx, you will serve as the strategic lead for a small number of enterprise healthcare organizations, acting as a trusted advisor and platform expert responsible for translating conversational intelligence into measurable business outcomes
- This is a high-touch, consultative role designed for depth of engagement over high-volume portfolio management
- Rather than managing a large book for accounts, you will deeply focus on 8-10 clients with a combined annual contract value of $2-3 million, operating as an embedded strategic partner and technical guide
- Client Engagement & Advocacy: Develop and maintain strong, long-term relationships with clients. Facilitate group discussions connecting platform insights and features to enterprise KPIs and organizational priorities
- Customer Training: Act as a product expert, ensuring clients are fully trained on the platform's features and capabilities. Host workshops and training sessions as needed to translate platform functionality into strategic application
- Reporting & Insights: Provide clients with regular platform reports tied to client objectives, highlighting key performance indicators (KPIs) and return on investment (ROI)
- Platform Adoption & Utilization: Monitor and drive platform adoption and usage. Identify usage gaps and opportunities for improvement, providing tailored solutions and best practices to maximize value
- Strategic Consulting: Understand each client's business challenges and objectives, mapping these to our platform's solutions. Partner with Sales to identify growth opportunities, upselling new features or expansions
- Proactive Communication: Conduct regular meetings and workshops with clients (weekly/monthly) to provide updates on platform usage, new features, and relevant business insights. Offer proactive suggestions for self-servicing
- Issue Resolution: Collaborate with internal teams (Support, Product, Engineering) to address any customer issues, ensuring swift and efficient resolution
- Performance Metrics:
- Net revenue retention (NRR) and gross retention (GRR) rates
- Platform usage/adoption levels across your portfolio
- Identification & qualification of upsell and cross-sell opportunities
- Demonstrated client impact tied to documented business outcomes
- Depth of engagement and successful facilitation of client cadence/sessions
Our take
Authenticx delivers a "humanizing" conversational intelligence platform for healthcare, that analyzes millions of customer interactions to surface transformational opportunities in the industry. The platform works across voice, chat, and email data to reveal hidden barriers, motivators, and strategies, so organizations can make data-backed decisions on how to improve.
The value of its offering is clear and demonstrated by significant growth, and an expanding customer base that includes top global pharmaceutical companies. As the global healthcare automation market continues to get larger, Authenticx is in a good position to see further success as it carves out a considerable share of the space.
Building on this growth, Authenticx is now pushing deeper into day-to-day healthcare options. With its Salesforce AppExchange integration, Authenticx brings real-time AI guidance, summaries, and conversation context directly into agent workflows, helping teams respond faster and more consistently in complex patient interactions. Making insights easier to act on in the moment, improving both efficiency and patient experience.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jan 2023
$20m
SERIES B
Jun 2021
$7.5m
SERIES A
Total funding: $28.3m
Company benefits
- Medical, dental, and vision insurance
- 401k
- Flexible PTO
- Paid parental leave
- Employer-paid Disability insurance
- Employer-paid Life insurance
- Flexible hours & environment
- Remote work opportunities
Company HQ
Keystone at the Crossing, Indianapolis, IN
Leadership
Amy Brown
(Founder & CEO)Former COO of Seven Corners and CenterFirst Consulting. Previous VP of Government Programs at Advantage Health Solutions and Executive Director of the Indiana Medicaid Program at Schaller Anderson.
Kip Zurcher
(CFO)Prior to joining Authenticx in 2020, Kip was the CFO at Seven Corners and Algaeon. They also spent 3 years at Aprimo as the Global Finance Director.
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