Customer Success Manager
On-siteWindsor, England, United Kingdom
Job Summary
Own the full managed services lifecycle for healthcare clients using InterSystems platforms, managing onboarding through steady-state operations, renewal, and expansion. Establish governance structures including executive business reviews and regulatory reporting while leading discussions on service performance, scope changes, and contract alignment. Drive financial performance by monitoring service consumption and identifying optimization opportunities, ensuring SLAs for highly available clinical systems are met. Coordinate with cross-functional teams on escalations, patches, and incident management for mission-critical applications, escalating systemic risks affecting data integrity. Lead executive communications following major incidents and capture feedback to inform product evolution, ensuring compliance with healthcare regulations like HIPAA. Partner with Sales on account strategy to support long-term growth within complex healthcare IT environments.
Required Qualifications
- 7+ years of experience in enterprise client-facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations)
- Demonstrated experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare)
- Experience managing executive relationships within healthcare organizations
- Strong financial acumen with the ability to manage service margins
- Experience coordinating cross-functional teams across Product, Eng, Ops, and Clinical stakeholders
- Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM)
- Background supporting EHR ecosystems and clinical systems
- Experience in regulated environments with HIPAA or equivalent compliance requirements
- Familiarity with cloud-hosted healthcare platforms and hybrid infrastructure
- ITIL or similar service management framework certification
- Experience with subscription-based or managed services commercial models
- Bachelor's or Master's degree in Computer Science, Engineering or related technical field
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