Client Success Manager

Enterprise Health is standing up a dedicated Client Success Management function to close a long-standing gap: Account Management has been informally absorbing CSM responsibilities alongside its commercial ownership, leaving no clean signal on client health, adoption, or sentiment. The Client Success Manager (CSM) owns the operational client relationship after go-live — driving adoption, generating the health and Voice of Customer signal that informs commercial decisions, and resolving escalations that go beyond a routine support ticket.

The CSM is accountable for the outcomes that justify the account's continued and expanded investment in Enterprise Health, without carrying quota or negotiating contract terms. Account Management remains accountable for the commercial relationship and owns all renewals, in all cases.

Key Responsibilities

Onboarding & Adoption

• Own the onboarding success plan and adoption/engagement plan for each assigned account once Deployment hands off a live client.
• Monitor adoption trends and proactively intervene where usage lags expectations.
• Shadow deployments prior to handoff