The Client Success Manager (CSM) for Digital Touch and Low Touch programs supports a scaled-engagement model designed to drive adoption, value realization, and retention across a broad portfolio of clients. This role blends customer success best practices, digital engagement, data-driven outreach, and process execution to help clients achieve measurable outcomes primarily through technology-enabled channels.
The CSM serves as a trusted advisor for NextGen Healthcare's clients by guiding them through lifecycle programs, monitoring their success signals, and delivering timely, proactive digital interactions. This role collaborates with cross-functional teamsincluding Product, Marketing, Services, Support, Growth, and Operationsto strengthen our digital-first engagement model and enhance client experience.
- Manage a portfolio of small to mid-market clients, serving as the primary point of contact and strategic advisor.
- Collaborate with internal teams, administrators, and client stakeholders to define vision, set objectives, and align annual goals.
- Lead and oversee cross-functional initiatives that deliver strategic, business-aligned outcomes based on clients unique needs and objectives.
- Establish and manage governance, risk, communication, and operational cadences to ensure contractual commitments are met and client satisfaction is achieved.
- Identify and communicate growth opportunities within existing accounts to support client expansion and retention efforts.
- Conduct regular monthly meetings and dashboard reviews to track progress, optimize value delivery, and maintain alignment with client goals.
- Monitor all aspects of the client experience, including project status, solution adoption, SLA compliance, and business goal progress; maintain a comprehensive client notebook for unified tracking.
- Continuously assess client health across financial, risk, dependency, and scheduling dimensions, implementing mitigation strategies as needed.
- Serve as the voice of the customer, providing feedback to product teams and contributing to the ideation and development of new services.
- Perform additional duties as needed to support the overall success of the client relationship and organizational goals.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor's degree in business administration/management, healthcare administration/management.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 3 years account management, sales, services, or related field.
- 3 years Healthcare Information Technology (HIT) vendor experience.
- 3-5 years Healthcare experience in ambulatory or health system.
- 3 years NextGen experience.
- Successfully managed large multi-million-dollar clients enterprise software systems and solutions.
- Proven success improving overall client satisfaction, retention and business growth of clients.
- Strong command of the NextGen portfolio of solutions or comparable vendor, or former client.
Knowledge, Skills & Abilities:
- Knowledge of: Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen.
- Skill in: Client-focus with excellent communication & interpersonal skills. . Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills.
- Ability to: Ability to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally; actively seek, develop, and proactively contribute to collaborative relationships. Work autonomously, with limited instruction.
