Senior Client Success Manager

About Us:

Heartbeat Health is the leading virtual-first cardiovascular care company in the country, providing patients with convenient, high-quality heart care through a combination of telemedicine, diagnostics, and virtual care programs. By leveraging real-time data and AI-powered insights, Heartbeat Health empowers providers and patients with personalized treatment plans, reducing hospitalizations and improving long-term heart health outcomes. Heartbeat Health is redefining how cardiovascular care is delivered in the digital age, led by our medical group of cardiologists, advanced practitioners, nurses, and care coordinators.

About the Role:

As a Senior Client Success Manager, you will help lead our client relationships and drive clients forward by owning the day-to-day health, adoption, and value realization of your accounts. Working alongside a VP/SVP of Strategic Accounts who owns the executive and commercial relationship, you will be the primary day-to-day partner for your clients, guiding them from launch to measurable outcomes and long-term value from Heartbeat’s offerings.

You will collaborate cross-functionally with Product, Operations, Clinical, and Engineering teams to turn client goals into scalable solutions. As a senior member of the Client Success team, you will model excellence, raise the bar for how the team works, and influence process and practice across the organization, without formal people management responsibilities.

Key Responsibilities

Serve as the day-to-day lead and trusted advisor for your clients, managing questions, workflow support, and operational escalations with ownership and follow-through

Drive adoption and activation, helping clients get the most from Heartbeat and move their programs forward

Build clinical and operational buy-in with client stakeholders, and surface risks and opportunities early

Lead client business reviews, performance discussions, and success planning to ensure goals are met and exceeded

Partner closely with your VP/SVP of Strategic Accounts on renewal readiness, expansion identification, executive narratives, and issue resolution, while they lead commercial strategy and high-severity escalations

Track and analyze key performance metrics to identify opportunities for workflow optimization and improved patient and client experiences

Gather and synthesize client and product feedback to inform internal roadmaps and strategic initiatives

Design and implement process improvements that increase efficiency, scalability, and client retention

Act as a leader and role model within Client Success by sharing best practices, supporting teammates, and helping onboard new colleagues

Contribute to departmental goals, planning, and capacity discussions to support company growth

About You:

6 to 8 years of experience in Client Success, Customer Success, Account Management or a related client-facing function, ideally within a fast-growing or digital health environment

Proven success managing complex client relationships day to day and driving initiatives that improve adoption, outcomes, and retention

Leadership presence and the ability to influence without authority, with experience mentoring or coaching peers (people management experience is not required)

Exceptional communication skills, verbal, written, and interpersonal, with the ability to influence at all levels

Highly organized with a track record of managing multiple priorities and delivering results in dynamic, fast-paced environments

Analytical thinker with a creative approach to problem-solving and process design

Collaborative partner who works well alongside strategic account leadership and cross-functional teams

Bachelor’s degree or equivalent required; Master’s degree a plus

Sense of humor and collaborative spirit a must

Willing to travel up to 20%, typically 1 to 3 trips per quarter for client meetings, onsite business reviews, and team gatherings