Remote - Client Success Manager (Healthcare) - VA, MD, GA, TX or AZ Resident
Posted 2025-04-06About Brilliant Care
Brilliant Care is a mission-driven population health execution partner dedicated to delivering exceptional outcomes. We offer high-touch nurse access, enhanced patient engagement, and improved clinical outcomes through proactive interventions for at-risk patients. With a value-based care (VBC) approach, we provide a suite of services aimed at population health management including chronic disease management, post-discharge care, annual wellness visits, and clinical support services.
Position Overview
As a Client Success Manager (Healthcare) you will be the primary point of contact for our clients (healthcare leaders, providers, office managers, clinical teams, technical staff, etc.) engaging in clinical conversations with providers and clinical staff, offering valuable insights on how our solutions can enhance patient care, practice workflows, and operational efficiency. You will also provide general client success support, including onboarding, training, troubleshooting, and ongoing relationship management.
Your work will be critical in establishing a strong foundation for long-term client success, satisfaction and retention, ensuring the smooth and successful implementation of our services and fostering long-lasting relationships, helping our clients navigate and optimize the services we provide to improve patient care and practice operations.
This is a customer-facing role that requires excellent communication skills, problem-solving, project management skills, and the ability to manage multiple, complex implementations simultaneously. A solid understanding of healthcare workflows is a bonus. This position is ideal for someone with a clinical background (such as an LPN or RN) who is passionate about both healthcare and technology.
Key Responsibilities
Client Onboarding & Discovery
 Meet with new clientsÂhealthcare providers, office managers, and technical staffÂto understand their current workflows, communication preferences, and specific practice needs.
 Conduct thorough discovery sessions to gather information on practice operations, including patient intake, scheduling, billing, and clinical workflows, to ensure our solution is integrated seamlessly.
 Identify any gaps or inefficiencies in current processes that our services can address and ensure that the solution aligns with the providerÂs goals.
 Gather past performance baseline data for goal setting, success defining and metrics reporting
 Create detailed implementation plans, including timelines, milestones, and key performance indicators (KPIs) to track progress and success.
Implementation & Training
 Lead the implementation of our solutions, guiding clients through the integration process step-by-step.
 Conduct training sessions for office staff, clinical teams, and providers to ensure they are fully prepared to use the solution effectively within their customized workflows.
 Provide remote support during the implementation phase, addressing questions, troubleshooting issues, and ensuring smooth deployment.
Monitoring & Post-Implementation Support
 Monitor the progress of each client implementation, ensuring that milestones are met and that clients are successfully adopting the new workflows.
 Provide ongoing support and follow-up after implementation, addressing any issues that arise related to the implementation, fine-tuning workflows, and ensuring continued client satisfaction.
 Share client feedback with the product team to help improve future product releases and the overall client experience.
 Collaborate with internal teams to identify and address any technical, operational, or support challenges during the implementation process.
Client Relationship Management
 Serve as the main point of contact for healthcare practices, including providers, clinical staff, and office managers.
 Build and maintain strong, long-term relationships with clients, understanding their unique needs and goals.
 Monitor client accounts, track client success metrics ensuring service performance meets or exceeds expectations.
 Regularly check in with clients to assess satisfaction and gather feedback for service improvements.
 Provide clients with updates on Brilliant Care program enhancements and updates.
 Cross sell, as appropriate, on other Brilliant Care solutions and services.
Problem-Solving & Issue Resolution
 Address and resolve client concerns, working closely with internal teams (e.g., Nurse Care Coordinators, technical support, product development) to ensure timely resolution.
 Coordinate with providers, office staff, and clinical teams to troubleshoot issues and identify solutions.
Client Advocacy
 Act as the voice of the client within the organization, ensuring their needs are understood and prioritized.
Experience
 5 years of experience in client success, account management, or customer service role, preferably in the healthcare industry.
 Previous experience working with healthcare providers, clinical teams, or office staff is highly preferred.
 Familiarity with healthcare technology, electronic health records (EHR), or other healthcare solutions is a plus.
Skills
 Excellent communication skills, both written and verbal, with the ability to explain complex concepts clearly to non-technical audiences.
 Problem-solving abilities and a solutions-oriented mindset to address client needs and challenges.
 Strong project management skills, with the ability to manage multiple implementations simultaneously and ensure timely delivery.
 Exceptional organizational skills, with the ability to manage multiple accounts and priorities simultaneously.
 Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) to create and manage documents, spreadsheets, presentations, and emails.
 Ability to organize emails, schedules, and calendar management using Outlook.
Education
 BachelorÂs degree in healthcare administration, Business, or a related field preferred.
 Relevant certifications or experience in healthcare or client success management is a plus.
Key Attributes for Success
 Empathy & Client Focus: A genuine desire to help healthcare providers improve their practice operations and patient care through effective implementation of our solutions.
 Proactive & Solution-Oriented: Ability to anticipate client needs and take initiative to address them before they become issues. A proactive mindset with a focus on providing timely, effective solutions, and working autonomously as needed to get the job done.
 Detail-Oriented: A keen attention to detail to ensure all client requirements are met and services are delivered as promised.
 Strong Communicator: Ability to clearly communicate technical and operational information to both clinical and non-clinical teams in a way that is understandable and actionable.
 Team-Oriented: Ability to work seamlessly with cross-functional teams and build strong, positive relationships while maintaining a client-first mindset.
 Adaptability: Comfort with changing client needs and evolving product features in a fast-paced healthcare environment
Why Work at Brilliant Care?
 Impactful Work: You will play a key role in improving patient care and healthcare operations by helping providers make the most of our solutions.
 Collaborative Environment: Join a supportive, team-oriented culture where everyoneÂs contributions are valued.
 Growth Opportunities: We are a rapidly growing company, offering opportunities for personal and professional development.
 Competitive Benefits: Enjoy a comprehensive benefits package, including health insurance, paid time off, and opportunities for advancement.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
 Dental insurance
 Health insurance
 Paid time off
 Vision insurance
 Work from home
Schedule:
 8 hour shift
 Monday to Friday
Application Question(s):
 Do you have a Bachelor's degree?
 Do you have direct experience in the Healthcare industry?
 Although this is a remote position, are you willing to travel up to 20%?
 Do you reside in VA, MD, GA, TX or AZ?
Work Location: Remote
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