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 so the account transition carries context, not a cold start.
Client Health & Voice of Customer
- Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment — rather than relationship intuition alone.
- Own Voice of Customer signal generation, feeding the Client Success Leader's aggregated, prioritized theme set for Product leadership review.
- Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in.
Escalation Ownership
- Take ownership of Support escalations that meet defined triggers: repeat tickets on the same root issue, client language signaling relationship risk, an SLA breach on a dedicated account, anything touching contract or scope, an unresponsive client, or a change in client contact.
- Own Tier 1 Account Management escalations directly, and share ownership of Tier 2 escalations with the Client Success Leader — enriching the AM's initial case record with technical detail and driving it through resolution.
- Serve as the client relationship owner on complex, multi-phase recovery efforts, working alongside PMO (project plan) and Deployment (where the issue is implementation-related).
Expansion & Renewal Support
- Identify and flag expansion opportunities surfaced through day-to-day engagement, routing them to Account Management for pursuit and close.
- Provide health input into renewal conversations, without owning renewal negotiation or outcome.
Relationship & Business Reviews
- Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content.
- Own the operational components of the account strategic plan, with Account Management owning the commercial components.
What This Role Does Not Own
These boundaries exist specifically to prevent the ownership overlap this function was created to fix:
- Contract negotiation, pricing, or quota — CSM does not carry a number and does not negotiate terms.
- Renewals — owned by Account Management in all cases; CSM provides health input only.
- Individual ticket resolution — owned by Tier 1/Tier 2 Support; CSM is not a pass-through for routine tickets.
- Deployment configuration or go-live delivery — owned by the Deployment team; CSM is consulted, not accountable, during implementation.
- Project plans for recovery or remediation efforts — owned by PMO; CSM owns the relationship, not the plan.
Responsibility Matrix
Drawn directly from the finalized Cross-Functional Ownership Model & RACI. R/A = Responsible/Accountable for that activity.
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Responsibility Area
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What the CSM Owns
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Boundary / Handoff
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Onboarding & Adoption
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Owns onboarding success plan and adoption/engagement plan once an account hands off from Deployment.
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Deployment owns the technical build and go-live; CSM owns what happens after the client is live.
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Ongoing Relationship (Operational)
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Owns the day-to-day operational relationship — usage, satisfaction, and value realization.
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Account Management owns the commercial relationship and all renewals, with no exceptions.
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Health Scoring & Risk Signal
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Owns health score and risk flagging for assigned accounts.
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Built from data — case volume/severity, adoption, sentiment — not relationship intuition alone.
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Voice of Customer
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Owns VoC /sentiment signal generation for assigned accounts.
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Feeds the Client Success Leader's aggregated, prioritized signal to Product leadership.
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Support Escalation Handling
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Takes ownership of escalations Support elevates per defined triggers (repeat root-cause issues, relationship-risk language, SLA breaches, contract/scope mentions, unresponsive clients, contact changes).
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CSM is not a pass-through for routine tickets — Tier 1/Tier 2 Support resolves individual tickets solo.
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AM Escalation Handling
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Owns Tier 1 AM escalations directly; shares Tier 2 ownership with the Client Success Leader.
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AM logs the initial case record and remains a watcher/CC — CSM enriches, owns, and resolves.
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Complex Recovery / Remediation
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Owns the client relationship through complex issue resolution, optimization, and multi-phase recovery efforts.
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PMO owns the project plan; Deployment is consulted if the issue is configuration-related.
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Expansion Signal
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Identifies and flags expansion opportunities surfaced through operational engagement.
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Account Management owns pursuit, negotiation, and close.
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Renewal Support
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Provides health input into the renewal process.
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Account Management owns renewal negotiation and the outcome.
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QBR / EBR Delivery
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Owns delivery of Quarterly/Executive Business Reviews for assigned accounts.
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Coordinates content with AM where commercial topics are relevant.
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Account Strategic Plan
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Owns the operational components of the account strategic plan.
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Account Management owns the commercial components.
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Cross-Functional Collaboration
- Support Leader & Tier 1/2 teams: day-to-day partners on the escalation path defined above; friction is worked out peer-to-peer, with the Client Success Leader as tie-break only when the two can't reach agreement.
- Account Management: primary interface for escalation handoffs and health input into renewals; AM and CSM don't share a leader, so this path runs through the structured escalation case log, not informal contact.
- PMO & Deployment: shadow deployments pre-handoff; partner on complex recovery efforts where a situation has outgrown a normal ticket.
- Client Success Leader: aggregates CSM-generated health and VoC signal into the structured set presented to Product leadership.
Success Metrics
- Adoption and engagement trend across assigned accounts
- Accuracy and timeliness of health scores relative to realized outcomes (churn and escalation)
- Escalation handling: time to acknowledge, time to resolve, recurrence rate
- QBR/EBR delivery consistency and quality
- Quality and actionability of VoC signal delivered to Product
Qualifications
- 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS
- Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone
- Strong written and verbal communication; able to manage escalations calmly under client pressure
- Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions
- Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations)
- Travel up 10% per month (many months will not require any travel)
