Customer Success Manager

CareTracker is hiring for a Customer Success Manager. The Customer Success Manager is responsible for the overall health, retention, and growth of the Company’s direct client portfolio. This role combines two core areas of focus in approximately equal measure.

The first is client success: driving client satisfaction and retention, serving as the voice of the client within the organization, and building strong, lasting relationships that foster engagement, advocacy, and long-term partnership. The second is account growth: expanding revenue within the existing client base by developing a deep understanding of each client’s operational goals and identifying opportunities to align Company products and services with evolving needs.

Success in this role requires an individual who is equally effective as a trusted advisor and a strategic business partner. The ideal candidate possesses a strong understanding of healthcare operations, can confidently introduce commercial opportunities within established service relationships while preserving trust, and is capable of independently managing priorities across a large and geographically diverse portfolio.

What your impact will be:

Client Relationship Management (approximately 50%)

• Hold high-level accountability for client satisfaction and retention across the direct client bases.
• Serve as a trusted advisor to client leadership and cultivate relationships with decision-level contacts.
• Host recurring one-on-one client meetings with higher-value accounts and engage smaller accounts on a scheduled or as-needed basis. Conduct on-site visits with client leadership where the relationship or the opportunity warrants direct attention.
• Lead all-client calls and coordinate broad client communication strategies
• Partner with Support, Enrollment, and Professional Services on client issues and escalations
• Ensure clients receive timely and substantive communication when needed
• Work across the organization with product teams and senior leadership to align the roadmap to client needs, bringing forward themes from the client base and translating roadmap direction back into terms clients can act on.
• Develop and execute retention strategies for accounts identified as at risk, including targeted recovery plans for dissatisfied clients.
• Own the NPS program for the direct base, covering contact accuracy, survey distribution, response follow-up, and the tracking required to turn feedback into action.

Back-to-Base Account Growth (approximately 50%)

• Carry and deliver against an assigned growth target for the existing client base.
• Develop working knowledge of the full product portfolio and recognize where a client's operational problem maps to a company solution.
• Recommend add-on products and value-add solutions proactively, help clients quantify the expected impact, and surface objections early enough to work through them.
• Manage the back-to-base sales cycle end to end, from discovery and demonstration through proposal, pricing, negotiation, and close, drawing on sales engineering or product support where deeper expertise is required.
• Negotiate fees, contracts, and renewals supported by a documented business case, and lead price increase execution including notification and the resulting client questions and disputes.
• Manage new provider add requests, including required forms, pricing, and hand-off to finance.
• General

Account operations and finance

• Support AR and collections activity, including aging reviews, invoice disputes, credit requests, and the internal approval path for account shutoff or collections action.
• Complete recurring invoice audits, contract reviews, and account profitability reviews.
• Maintain the Customer Face Sheet and Dynamics records so that account history, open issues, and commitments remain visible to the wider organization.

Use of AI

• The use of approved AI tools is an expectation of this role and an integral part of how work is performed. Team members are expected to incorporate AI solutions such as Claude, Copilot, and other approved technologies into their daily workflows to improve efficiency, productivity, and outcomes. Employees should actively adopt new AI tools and capabilities as they become available and collaborate across teams to advance AI-driven innovation for the benefit of the company and its customers.

Administrative

• Communicate product release information and drive adoption of new functionality.
• Complete day-to-day administrative work and attend internal meetings, business reviews, and training as scheduled.
• Additional tasks can and will be added or modified when appropriate.

Travel

• Travel is required and will vary by quarter. Expect approximately [20-30%], covering:

·       On-site client visits, prioritized by account value, renewal risk, and growth opportunity.

·       Industry trade shows and user conferences as assigned.

·       Internal team meetings, sales kickoffs, and training events.

Salary Range: $40 - 50K

Required Qualifications

• Minimum of three years of experience in healthcare. Any healthcare setting qualifies, including provider practices, hospitals or health systems, billing or revenue cycle, payers, healthcare IT or software, or healthcare services.
• Minimum of three years in a client-facing role such as client success, account management, sales, implementation, or support.
• Strong written and verbal communication skills, including comfort presenting to practice managers, physicians, and executive stakeholders.
• Proficiency with Excel, PowerPoint, Word, and Outlook.
• Working proficiency with AI tools in a professional setting, with the ability to describe specific ways they have used them and what the result was.
• Ability to work independently in a remote environment and manage a large, distributed book of business.
• Ability to created processes, documentation, SOPs independently
• Exceptional follow-through skills, coupled with a strong internal drive to deliver high-quality work and achieve outstanding results.

What we offer:

• Culture for Growth
• Top Notch Employee Health & Well Being Benefit
• Every Voice Matters
• Global Reach
• Careers with Purpose
• World Class Career Development Programs
• Focus On Sustainability
• Comprehensive medical, dental, and vision benefits
• 3 weeks of vacation plus 5 personal days to recharge
• Employee stock ownership, RRSP program, 401K

About CareTracker:
HARRIS CareTracker started in 1995 solving revenue cycle problems for physician practices. Thirty years later, we deliver the most complete cloud based practice management and EHR platform for independent healthcare. Over 600 integrations. MIPS certified reporting. Revenue cycle automation proven across thousands of practices. Built by people who understand healthcare operations because we have been doing this before most competitors existed.

About Harris Computer:

Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.
Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!
Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!

• We empower our employees to make a difference
• We have an award-winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture and initiatives!

• Instagram: ⁠@weareharris
• LinkedIn: ⁠Harris Computer

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