WAVE Corporation develops MediaBank, a digital asset management platform for organizing, protecting, and publishing creative content. The software brings images, video, documents, and text into a centralized environment, helping distributed enterprise teams manage production workflows and deliver assets across web, print, multimedia, email, and packaging channels. MediaBank also includes plugins, workflow controls, and publication tools, while WAVE focuses on configurable implementations and developer-led support to help creative organizations improve collaboration and process efficiency.
Client Success Manager – Healthcare SaaS (United States Remote)
Lead adoption, account health, renewals insight, and expansion opportunities for healthcare clients using Clearwave’s AI patient-engagement platform. Manage a portfolio of 30 to 40 clients while partnering across teams to deliver measurable outcomes.
Description
- Drive adoption of Voice, Clinical Intake, Reschedule Assist, Payments, and other platform workflows after implementation
- Create and execute success plans aligned with client objectives and Clearwave benchmarks
- Act as the primary strategic partner for a portfolio of 30 to 40 clients
- Build relationships with practice administrators, executives, operations and revenue cycle leaders, front-office teams, and IT stakeholders
- Create and present performance dashboards and business reviews that connect portal data to business value
- Monitor account health scores and investigate significant changes
- Identify at-risk accounts early and coordinate with Account Management when clients consider competitors
- Progress toward managing enterprise and multi-location accounts, including enterprise rollups, within the first year
- Assess how each client’s EMR and practice management system environment affects workflows and results
- Qualify expansion opportunities and provide Account Management or Sales with relevant context
- Share usage and outcome insights before renewal discussions
- Represent client needs across Implementation, Support, Product, Sales, and Marketing
- Bring customer feedback to Product and collaborate with Marketing on references, case studies, and webinars
- Use AI-enabled tools to prepare for client meetings and evaluate performance
- Manage client data according to HIPAA requirements and Clearwave’s PHI policy
- Keep Salesforce records and account health data accurate
Requirements
- At least two years of experience as a Customer Success Manager, or five or more years in a related client-facing SaaS role
- Demonstrated success driving post-sale adoption and measurable customer outcomes
- Healthcare SaaS experience is strongly preferred
- Strong business judgment and commercial understanding
- Experience presenting to executives, or clear ability to develop executive presentation skills
- Comfort analyzing data and turning findings into a coherent business narrative
- Salesforce experience is beneficial
- Excellent communication skills and composure in high-pressure situations
- Ability to work independently and stay organized within a remote, collaborative team
- Willingness to travel 10% to 25%
- Bachelor’s degree from an accredited four-year college or university, or equivalent experience
- Five or more years of healthcare experience with strong knowledge of patient intake and patient access processes is preferred
- Familiarity with EMR and practice management platforms, revenue cycle workflows, and HIPAA is preferred
- Experience supporting enterprise or multi-location clients is preferred