Job Description

Location: Alpharetta, GA

Department: Customer Success

Reports to: SVP of Operations

Travel: 50%+ 

ChronicCareIQ is a pioneering healthcare technology company dedicated to transforming patient care through innovative solutions. We specialize in equipping care delivery organizations and health systems with advanced care management tools that enhance patient care, improve outcomes, and optimize operations. As a SaaS platform, ChronicCareIQ enables proactive, compliant engagement for patients—particularly those with chronic or complex medical needs. Our mission is simple but powerful: to relieve suffering by enabling the best care possible, at the right time, with the right information. At ChronicCareIQ, we’re not just selling software—we’re enabling clinicians to deliver better care, reduce burnout, and focus on what matters most: the patient.

We’re looking for a Customer Success Manager (CSM) to join our growing team, and serve as a trusted advisor to our customers. In this role, you'll own the post-implementation relationship—guiding customers through best practices, driving product adoption, monitoring success metrics, and ensuring our platform delivers measurable clinical and business value. You’ll work directly with care teams, clinical leaders, and operational stakeholders to align platform usage with strategic goals and patient outcomes. This is a proactive, relationship-driven role focused on Retention, Customer Satisfaction, Product Utilization & Adoption, and Long-Term Customer Success. This role includes 50%+ travel for onsite customer visits.

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of assigned customers, building strong relationships with both clinical and operational teams.
• Conduct regular onsite check-ins and strategic business reviews, aligning on success metrics and uncovering opportunities for growth and optimization.
• Act as a trusted advisor, helping customers maximize their use of ChronicCareIQ to improve care delivery and streamline workflows.
• Monitor customer health using data-driven insights; proactively address risks and identify areas for deeper engagement and value.

Adoption & Value Realization

• Drive product adoption by identifying usage barriers and partnering with customers on tailored enablement strategies.
• Collaborate with customers to define and track KPIs related to patient engagement, billing performance, and care management efficiency.
• Educate customers on new features, updates, and workflows to ensure they are getting full value from the platform.
• Work closely with clinical stakeholders—including care coordinators, nurses, and physicians—to ensure our technology aligns with clinical workflows and improves day-to-day operations.
• Bridge the gap between technology and patient care by translating clinical needs into actionable product insights and usage strategies.
• Empower frontline clinical teams with tools that help them proactively manage patients with chronic and complex conditions.
• Support customers in aligning platform utilization with clinical protocols, quality initiatives, and reimbursement goals.
• Be a trusted partner to care delivery teams, ensuring the platform supports clinical efficiency, documentation accuracy, and real-time patient engagement.

Retention, Renewal & Expansion

• Support customer retention and renewal by continuously demonstrating platform ROI and maintaining high satisfaction.
• Partner with Sales and Operations teams to identify and develop expansion opportunities across customer accounts.
• Manage escalations with empathy and urgency—mobilizing internal teams to resolve issues while maintaining trust.

Customer Advocacy & Feedback

• Serve as the voice of the customer within ChronicCareIQ—sharing feedback, trends, and feature requests with Product and Support teams.
• Help build and grow customer success content, customer stories, and user community engagement.

Required

• 5-7 years in Customer Success, Account Management, or Customer Experience, ideally within a SaaS healthcare or clinical environment.
• Experience managing strategic customer relationships in large provider groups, care delivery networks, or health systems.
• Experience working directly with clinical teams (e.g., nurses, care coordinators, physicians) in a healthcare setting.
• Strong understanding of care management programs, value-based care models, and healthcare operational workflows.
• Excellent communication skills and an ability to engage effectively with both clinical and non-clinical stakeholders.
• Data-savvy with a strong ability to derive insights from platform usage and performance metrics.
• Self-motivated, proactive, and able to thrive in a fast-paced, mission-driven environment.
• Willingness and availability to travel 50%+ to customer sites for business reviews, training, and relationship management.
• Comfort engaging with clinical stakeholders, with the ability to speak fluently about care management, patient outcomes, and chronic condition workflows.
• Experience supporting technology adoption within a clinical setting—ideally with nurse navigators, medical directors, or care teams.

Preferred

• Familiarity with EHR systems, clinical IT tools, or healthcare integration environments.
• Working knowledge of programs like Chronic Care Management (CCM), Remote Patient Monitoring (RPM), or other CMS-aligned care models.
• Experience with customer success tools like HubSpot, Gainsight, or similar platforms.
• Project or account management certifications are a plus.

• Competitive salary + comprehensive benefits (medical, dental, vision, 401(k))
• A mission-driven culture where your work directly impacts patient outcomes
• A collaborative, supportive onsite work environment in Alpharetta. GA
• The chance to help modernize healthcare through meaningful technology

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