Note: The job is a remote job and is open to candidates in USA. Leap Orbit is a company focused on transforming healthcare through innovative technology. The Customer Success Manager for Provider Data Management is responsible for ensuring customer satisfaction and retention by guiding clients through onboarding and implementation while collaborating with cross-functional teams to enhance product value.
Responsibilities
- Own, manage, and nurture the customer relationship for a portfolio of Leap Orbit's PDM (Convergent) customers, ensuring long-term partnerships, high customer satisfaction, and contract retention
- Guide customers through the onboarding and implementation lifecycle post-sale, collaborating with technical implementation engineers and customer teams to ensure on-time, high-value product launches
- Gather and synthesize customer requirements, validate assumptions, and collaborate with Product Management and Engineering teams to incorporate feedback into the product roadmap
- Lead regular business reviews and status meetings with customer stakeholders to demonstrate product value, review adoption metrics, and align Convergent's capabilities with customer strategic goals
- Serve as a domain expert on provider directory regulations, including CMS Interoperability and Patient Access rules, helping customers achieve regulatory compliance and directory accuracy
- Monitor customer health scores, contract renewal dates, and utilization metrics; proactively identify at-risk accounts and execute mitigation plans
- Partner with Sales and Account Management to identify expansion, up-sell, and professional services opportunities within the existing customer base to drive net revenue retention
- Practice humble, ruthless, and constant reprioritization of customer needs and support escalations, ensuring resources are focused on the highest-impact resolutions
- Guide customers through system updates, API integrations (including FHIR-based endpoints), and portal configurations, ensuring uninterrupted access to their provider directories
- Create and maintain customer-facing onboarding documentation, training materials, and FAQs to facilitate self-service adoption and minimize support ticket volumes
- Complies with company policies, procedures, and security regulations (including HIPAA safeguards as a Business Associate)
- Attend routine team and status meetings
- Must work East Coast hours to align with East Coast customers and headquarters operations
- If not local, ability to travel to HQ (Columbia, Maryland) or customer sites on a quarterly basis to participate in planning sessions, stakeholder meetings, and team collaboration events
- Performs other related duties to support overall customer success and company operations
Skills
- Excellent in time management with the ability to manage multiple customer workstreams
- Self-motivated and proactive with a strong sense of ownership
- Deep understanding of healthcare data environments, particularly provider data workflows, credentialing, directory maintenance, and health plan operations
- Ability to maintain confidentiality and integrity
- Ability to confidently work independently and make sound customer success decisions
- Ability to be flexible and communicate effectively with team members and customers across multiple time zones
- Ability to interact professionally and comfortably with individuals at all levels and fields, from data analysts to C-suite executives
- Strong analytical and technical literacy, with the ability to translate data into actionable product insights and comfortably discuss APIs, data integrations, and file transfer protocols (SFTP, JSON, CSV)
- Ability to become proficient with Company technology
- Demonstrated experience in delivering technology solutions or managing customer success in healthcare
- Bachelor's Degree or related work experience
- Minimum of (3) years' experience as a Customer Success Manager, Implementation Manager, or equivalent customer-facing role in a healthcare technology, health insurance, or payer setting, or equivalent combined background
- Effective verbal, written, and interpersonal communication skills with a polished professional presence
- Ability to work independently with minimal supervision and within tight deadlines
- Proven experience supporting enterprise-grade SaaS products with health plan, payer, or Health Information Exchange (HIE) clients
- Exceptional experience with customer and stakeholder engagement in written and verbal communication
- Proven ability to communicate effectively with customers and development teams at various levels
- Solid understanding of healthcare provider data challenges (directory accuracy, directory maintenance, NPI registries, credentialing, and validation)
- Demonstrated experience meeting deadlines and delivering incremental product value
- Experience in adapting to an innovative and evolving organization and changes in priority
- Highly proficient in Microsoft Office Suite including Outlook, Excel, Word, OneNote, SharePoint, and Teams
- Must be legally authorized to work in the United States
- Demonstrated professional experience working as a Product Owner, Technical Product Manager, or Business Analyst within a healthcare payer, health plan, or healthcare technology company
- Direct experience working at or partnering with major US Health Plans, Medicaid Managed Care Organizations (MCOs), or regional Health Information Exchanges (HIEs) (e.g., Connie)
- Functional knowledge of healthcare interoperability standards, particularly HL7 v2, v3, and HL7 FHIR APIs for provider directories
- Professional Customer Success Certification (e.g., SuccessHACKER) or Certified Scrum Product Owner (CSPO) / Agile Scrum certification
- Functional knowledge of product management, customer success, and project management tools (e.g., Jira/Confluence, Aha!, Productboard, or similar)
- Experience working with distributed or remote teams across U.S. time zones
Benefits
- Medical, Dental, Vision, Disability, Life, Paid Time Off, EAP, 401K
- Bonus potential
Company Overview