Client Success Manager

Who is Authenticx?

Authenticx is on a mission to help humans understand humans. Our software platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise.

What do we offer our team members?

• A culture based on our core values of Authenticity, Courage and Having Fun
• A collaborative environment that supports your personal and professional development
• Remote/virtual working flexibility
• Free health insurance options
• Comprehensive benefits - medical, vision, dental, life, and disability insurance
• HSA and FSA plans
• 401(K)
• Unlimited vacation time
• Generous paid holidays, sick leave, and parental leave
• Perks at Work membership for discounts on shopping, travel and much more

Job Description

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.

Key Skills 

• 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. 

Additional Information

The requirements listed below are representative of the knowledge, skill, and/or ability required by an individual to meet the qualifications for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Minimum Qualifications   

• 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.

Key Responsibilities 

• 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

Additional Information  

• For local team members, occasional on-site working (Indianapolis north side) may be expected for in-person activities.   
• For remote team members, traveling to Indianapolis may be required approximately 1-2x per year, based on business needs.   
• Minimal overnight travel is expected for client meetings, based on business needs.   
• Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship now or in the future.   
• All your information will be kept confidential according to EEO guidelines.