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Heartbeat Health is the leading virtual-first cardiovascular care company, delivering convenient, high-quality heart care through telemedicine, diagnostics, and virtual care programs. The company uses real-time data and AI-powered insights to empower providers and patients with personalized treatment plans, reducing hospitalizations and improving long-term outcomes.
As a Senior Client Success Manager, you will be the primary day-to-day partner for your clients, guiding them from launch through measurable outcomes and long-term value realization. Working alongside a VP/SVP of Strategic Accounts who owns executive and commercial relationships, you will own the health, adoption, and value realization of your accounts.
Key responsibilities include:
- Serve as the day-to-day lead and trusted advisor for clients, managing questions, workflow support, and operational escalations with ownership and follow-through
- Drive adoption and activation, helping clients maximize value from Heartbeat's offerings
- Build clinical and operational buy-in with client stakeholders, surfacing risks and opportunities early
- Lead client business reviews, performance discussions, and success planning to ensure goals are met and exceeded
- Partner with VP/SVP of Strategic Accounts on renewal readiness, expansion identification, executive narratives, and issue resolution
- Track and analyze key performance metrics to identify workflow optimization and experience improvement opportunities
- 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
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.
The role is remote-first with up to 20% travel (typically 1-3 trips per quarter) for client meetings, onsite business reviews, and team gatherings.
REQUIREMENTS:
- 6 to 8 years of experience in Client Success, Customer Success, Account Management, or 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 ability to influence without authority, with experience mentoring or coaching peers (people management experience not required)
- Exceptional communication skills (verbal, written, interpersonal) with ability to influence at all levels
- Highly organized with track record of managing multiple priorities and delivering results in dynamic, fast-paced environments
- Analytical thinker with 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
- Willingness to travel up to 20% for client meetings and team gatherings
