Client Success Manager (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Client Success Manager will be responsible for managing a portfolio of client accounts to foster long-term business relationships and ensure operational success. This includes driving client satisfaction, understanding business needs, addressing operational challenges, and identifying growth opportunities. The ideal candidate should have strong interpersonal and collaborative skills to effectively work with clients and internal stakeholders in driving client success, acting as an advocate and ensuring deliverables are met efficiently.

What you will be doing:
Client Relationship Management:

• Manage a portfolio of client accounts to foster long-term business relationships.

• Promote positive relationships to retain and grow profitable accounts.

• Act as a client advocate with internal teams to resolve issues and fulfill requests.

• Identify key decision-makers and influencers in client organizations to understand their pain points and offer relevant solutions.

Client Success and Strategic Planning

• Develop and execute Operational Success Plans tailored to client goals.

• Conduct business operational meetings, KPI reviews, and annual business reviews.

• Monitor client health to identify risks and opportunities for growth.

• Co-manage Net Promoter Score (NPS) stakeholder processes as needed.

• Create and execute an Operational Success Plan, including recommendations, based upon an analysis of the client’s business goals, operational workflow, and utilization trend.

Operational Management

• Oversee open projects and distribute monthly communications to clients.

• Ensure timely completion of department projects and operational initiatives.

Problem Solving and Escalation

• Oversee open projects and distribute monthly communications to clients.

• Ensure timely completion of department projects and operational initiatives.

• Collaborate with the Solutions Manager to recommend appropriate reports for clients to utilize to manage their workflow and business processes.

Understanding and Engagement with Client Needs

• Develop an understanding of the client’s business and workflow to offer tailored solutions.

• Occasionally, participate in client visits and meetings (up to 20% travel).

To be qualified for the role, you have:

• High School diploma or equivalent required; Bachelor’s degree preferred (Business Administration, Healthcare Administration, Information Technology, or related fields).

• 3+ years in client success, account management, or similar roles within healthcare IT or revenue cycle management. Healthcare background is required to be considered for this role.

• Familiarity with healthcare IT systems (e.g., EHR, PMS) and understanding of RCM workflows.

• Demonstrated experience building and maintaining relationships with healthcare providers or payers.

• Proven track record of analyzing client data to identify trends and opportunities.

• Ability to foster strong, trust-based client relationships.

• Skilled in clear, professional communication and adjusting styles for different audiences.

• Conflict resolution skills for de-escalating issues and managing expectations.