Senior Client Success Manager

We are seeking an experienced, strategic, and client-focused Senior Client Success Manager (Sr. CSM) to join our Client Delivery organization. This role is responsible for guiding clients through advanced adoption of Intus Care solutions, ensuring measurable value and long-term partnership success.

The Senior CSM acts as a thought partner, product expert, and mentor within the Client Success function—helping both clients and internal team members navigate complex workflows, leverage data effectively, and optimize platform usage. While this role does not include formal people management, it requires strong leadership presence, cross-functional influence, and refined client-facing skills.

• Serve as the strategic advisor for assigned clients, guiding them through deeper product adoption and long-term journey planning.

• Understand client business objectives, operational workflows, and compliance needs to drive meaningful outcomes aligned with PACE standards.

• Lead conversations around performance trends, operational opportunities, and areas where Intus Care can further support impact.

• Develop and maintain tailored success plans that ensure the platform is used to its fullest potential.

• Lead advanced enablement and best practice sessions across CareHub, IRIS, analytics solutions, and operational workflows.

• Support clients through change management, workflow optimization, and ongoing system utilization.

• Identify adoption risks early and proactively develop plans to improve engagement and long-term retention.

• Conduct regular executive-level business reviews, usage assessments, and operational health checks.

• Analyze usage data and platform trends to identify opportunities for increased adoption or workflow refinement.

• Present actionable insights and recommendations that support improved efficiency, compliance, and participant outcomes.

• Act as a high-level voice of the client internally, influencing product enhancements and roadmap prioritization.

• Collaborate closely with Product, Engineering, Implementation, Training, and Support to address client needs and ensure cohesive communication.

• Participate in cross-functional initiatives aimed at improving client experience and delivery processes.

• Mentor Client Success Managers by sharing best practices, leading internal knowledge sessions, and supporting difficult client scenarios.

• Contribute to onboarding of new hires and development of scalable client success processes.

• Model excellence in client communication, ownership, and critical thinking.

• Contribute to the development of client-facing resources, playbooks, best practice guides, and training materials.

• Identify opportunities to refine internal processes that improve efficiency and elevate the client experience.

• Lead or co-lead internal initiatives that strengthen the Client Success organization.

• 5+ years of experience in client success, account management, healthcare operations, or SaaS customer-facing roles.

• Strong understanding of healthcare delivery models—PACE, value-based care, care coordination, or EMR/EHR workflows.

• Proven ability to manage senior-level client relationships and drive strategic outcomes.

• Excellent communication, facilitation, and relationship-building skills, including comfort presenting to leadership teams.

• Ability to interpret data, identify insights, and translate findings into meaningful recommendations.

• Experience influencing cross-functional decisions and advocating for client needs.

• Strong organizational skills and the ability to manage multiple complex accounts.