Senior Customer Success Manager (Remote)

Remote (US-based) East Coast Hours About Candor Health Candor Health is a healthcare intelligence platform that is powering companies with high quality, transparent, and actionable data in the US on doctors, facilities, insurance plans, costs, and more. We believe that providing higher quality, transparent data not only leads to better decisions, but creates greater trust and confidence for the entire healthcare ecosystem. We are creating our dataset by indexing over 1,000 sources on a monthly basis, with human and automated verification. We have built a high quality data set that has been baked off favorably against other healthcare data vendors, including public companies and startups that have been compiling healthcare data for many years. We are backed by some of the most prominent VCs and angels in healthcare who have a track record of building very successful technology companies. Life at Candor At Candor, everyone is a leader. The areas you own are yours to build and progress. Best ideas win! We value a culture where the team not only enjoys working together to solve some of the biggest data challenges in the healthcare industry, but also has fun doing it. Building a great company is hard work but work-life balance is also important. About the Role As a Senior Customer Success Manager at Candor Health, you will play a pivotal role in ensuring our clients' success. You will serve as a trusted advisor, technical consultant, and strategic partner to our clients, working closely with them to understand their unique challenges and how Candor Health's product suite can address their needs. This is not just a traditional relationship management role - you are expected to roll up your sleeves, dig into the data, and bring deep analytical intuition to every client engagement. With your expertise and dedication, you will nurture strong relationships, drive product adoption, and help our clients achieve their desired outcomes. You will bridge the gap between our product and our clients' business objectives through proactive project management, expert storytelling, and technical ownership. Responsibilities Client Relationships & Strategic Advisory Serve as the primary point of contact for your book of clients, leading calls independently and driving follow-up action items to closure Act as a trusted strategic advisor: understand each client's business goals, ask open-ended questions, and translate Candor's data into compelling narratives that directly address client priorities Build strong relationships that enable clients to feel heard, valued, and well-served at every touchpoint Navigate organizational complexity with executive presence, communicating confidently with senior stakeholders Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise clients Technical Ownership & Data Fluency Develop strong knowledge of Candor's platform, data structures, and underlying sources, with the goal of fielding the majority of client questions Investigate client data questions, replicating issues independently and owning the triage process Build and interpret data to surface actionable insights, translating the data into clear business stories Proactive Account Management Manage complex client projects end-to-end: own timelines, mitigate risk, and hold both internal and external teams accountable Take full ownership of client health - you proactively run in the direction of problems rather than waiting for issues to escalate Provide ongoing support and guidance to clients, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes Drive client retention and expansion, proactively identifying risks and uncovering opportunities for expansion Monitor client satisfaction proactively and maintain clear, up-to-date tracking of open action items, risks, and milestones across your portfolio Conduct regular business reviews with clients, identifying opportunities for growth, expansion, and upsells of Candor's solutions Strong problem-solving and decision-making skills, with the ability to navigate complex situations and find creative solutions Cross-Functional Collaboration & Product Feedback Partner with Sales to support prospects, and work to identify upsell opportunities within the existing client base Contribute to documentation and enablement resources that empower clients to get maximum value from Candor's data Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting clients in maximizing their usage Collaborate with Engineering and Product on high-visibility implementations and ongoing projects Leverage client feedback to inform product enhancements while prioritizing client needs and expansion opportunities Qualifications Experience 8+ years in a client-facing role in implementation, customer success, account management, technical account management, or a related role, preferably within healthcare technology or the payer space Demonstrated track record of managing complex, high-value accounts and exceeding retention and expansion targets Strong understanding of the healthcare industry, including prior experience working with payers, health systems, and/or digital health companies strongly preferred Technical Skills Advanced Excel - you can build models, manipulate large datasets, write formulas, and turn data into client-ready outputs while telling a story Strong analytical, problem-solving, and data investigation abilities - you can interpret trends, identify anomalies, and drive conclusions Experience with Jira, Google Suite, Slack, AI tooling, and advanced Excel skills Comfort writing basic data queries (preferred) and/ or working directly with structured data to investigate client questions Experience with APIs Soft Skills & Working Style Excellent communication skills, including executive presence and strong presentation skills - you can tell a compelling data story to both an engineer and a C-suite audience and adjust your communication style accordingly Highly proactive - you own your action items, you close the loop without being asked, and you run toward problems Self-sufficient learner - you take organized notes, ask good questions, and actively build your own knowledge of our product and industry without waiting to be trained Strong project management instincts - you set timelines, manage competing priorities, and keep clients and internal teams aligned Empathetic but clear - you can advocate for clients internally while also setting appropriate expectations externally Collaborative team player with an entrepreneurial spirit - you bring ideas, not just execution