Manager, CX

United States·Pittsburgh

Other

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Quick Summary

Overview

About ThoroughCare, Inc. ThoroughCare, Inc. is a healthcare technology platform, founded in 2013 and headquartered in Pittsburgh, PA. Our targeted solutions assist various Healthcare Professionals,

Technical Tools

Other

About the Role

~1 min read

Responsibilities

~1 min read

→Lead, coach, and develop a team of Client Experience professionals, setting clear goals tied to the Annual Operating Plan (AOP) and holding regular one-on-ones and performance reviews.
→Allocate team resources across client implementations, onboarding, and ongoing support so every client receives consistent, high-quality service.
→Own retention of the client base, with a target of 95% or higher, by monitoring account health, identifying at-risk clients early, and leading save plans.
→Execute Strategic Business Reviews to identify client needs and pain points that would benefit from expanded services.
→Build relationships with departmental buyers, clinical leaders, and executive sponsors within existing accounts.
→Identify upsell and expansion opportunities, develop ROI-driven business cases, and partner with Sales to close expansion revenue as defined in the AOP.
→Develop and maintain a growth plan for each key client, positioning ThoroughCare as a long-term strategic partner.
→Share client feedback and market needs with Product Management to shape the product roadmap.
→Report on team and portfolio performance, including retention, expansion, and client satisfaction, to the VP, Clinical Services.

Requirements

~1 min read

Bachelor’s degree
5+ years of experience in healthcare, healthcare technology, or healthcare services
3+ years in a client-facing role such as account management, customer success, or client services
2+ years of experience leading, coaching, or supervising a team
Proven track record of retaining clients and growing revenue within an existing customer base
Ability to translate technical product features into ROI-driven business cases for healthcare executives
Demonstrated ability to build relationships and achieve alignment with clients and internal teams
Strong written and verbal communication skills, with a track record of presenting clinical and business value to senior management

Nice to Have

~1 min read

Experience with Chronic Care Management, Remote Patient Monitoring, Care Management, and/or Value-Based Care
Clinical background (note that this is not a clinical care delivery position)
Experience at a healthcare software (SaaS) company or another fast-growing, evolving organization
Experience using a CRM such as HubSpot or Salesforce

What We Offer

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✓Salary: $110,000 to $135,000 per year, based on experience, qualifications, and location

✓Bonus: Eligible for the annual company bonus pool, based on company performance. This role is not commission-based.

✓Benefits: Health insurance, paid vacation, 401(k), and career advancement opportunities

Location & Eligibility

Where is the job

Pittsburgh, United States

On-site at the office

Who can apply

About this job

Pay per year: $110,000–$135,000 a year; 83% above the $67,000 median for Other jobs on Jobera (144,221 salaries).
Who can apply: United States
Posted: Today
Employer: has 2 open jobs on Jobera.