Client Success Manager

Client Success Manager

We are seeking a Client Success Manager to join our Client Management Team. In this role, you will be responsible for taking ownership for steady state account relationships and acting as the primary point of contact for your clients.

You'll bridge the gap between proactive account management and hands-on client engagement- owning performance insights, process improvements, and relationship building that enable smoother workflows and improve client satisfaction. This is an opportunity to cultivate relationships across the client organization to develop insights, shaping how they perceive the value we deliver, and ensuring that they are receiving the best support possible.

What you'll do:

• Serve as the primary client advocate, building strong cross-functional relationships and leveraging clear, strategic communication to ensure seamless and efficient value delivery
• Lead and execute day-to-day program operations, including client touchpoint preparation and presentation, reporting delivery, issue resolution, and responding to ad hoc client requests
• Partner with Strategic Accounts to deeply understand the client's organizational structure, goals, and opportunities, and translate that insight into a tailored value proposition that drives measurable outcomes with Cohere Health
• Generate materials and reporting that can be leveraged to deliver insights to the Client and demonstrate how the program is performing against key success metrics
• Function as the client's advocate and the subject matter expert to the rest of the Cohere organization
• Document and create organizational visibility to key internal stakeholders on:
• Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
• Progress of weekly/monthly/quarterly initiatives
• Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
• Work collaboratively with various internal stakeholder groups such as product, engineering, service operations, clinical programs, sales, and analytics to ensure that our clients realize the full value of the services we deliver
• Lead and manage associate team members by providing mentorship, setting clear goals, overseeing their work, and fostering a collaborative environment to drive client success and achieve project objectives
• Proactively identify opportunities to improve the client experience by gathering feedback, monitoring trends, and recommending enhancements to processes or services

What you'll need:

• 47 years in client-facing roles (client management, client success, account management, or similar)
• Bachelor's degree in a related field
• Proven ability to build strong client relationships and deliver high satisfaction
• A collaborative teammate who works seamlessly across functions
• Excellent communicator, comfortable presenting and speaking on the fly
• Strong analytical skills with experience using data to drive decisions and outcomes
• Able to think both strategically and operationally to solve complex client challenges
• Highly organized with excellent time-management habits
• Thrives in fast-changing, ambiguous environments
• Willing to travel up to 25%
• Experience with PaaS models, delegated vendor models, or value-based care is a plus
• Experience with government clients is a plus
• Background in SaaS or technical environments, and familiarity with software tools
• Strong project management skills (planning, execution, cross-functional coordination)
• Healthcare experience strongly preferred; patient or provider-facing experience a plus
• Familiarity with Salesforce, Confluence, JIRA, and Google Suite

Pay & Perks:

• Fully remote opportunity with about 25% travel
• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Up to 184 hours (23 days) of PTO per year + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance
• The salary range for this position is $95,000 to $103,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

Interview Process:

1. Connect with Talent Acquisition for a Preliminary Phone Screening
2. Meet your Hiring Manager!
3. Behavioral Interview(s)

About Cohere Health:

Cohere Health's clinical intelligence platform delivers AI-powered solutions that streamline access to quality care by improving payer-provider collaboration, cost containment, and healthcare economics. Cohere Health works with over 660,000 providers and handles over 12 million prior authorization requests annually. Its responsible AI auto-approves up to 90% of requests for millions of health plan members.

With the acquisition of ZignaAI, we've further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we're creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately.

Cohere Health's innovations continue to receive industry wide recognition. We've been named to the 2025 Inc. 5000 list and in the Gartner Hype Cycle for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn Startup for 2023 & 2024. Backed by leading investors such as Deerfield Management, Define Ventures, Flare Capital Partners, Longitude Capital, and Polaris Partners, Cohere Health drives more transparent, streamlined healthcare processes, helping patients receive faster, more appropriate care and higher-quality outcomes.

The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

We can't wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement:

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it's personal.