Client Success Manager

About Careflow

Careflow is a leading provider of referral management software serving post-acute care chains. Our unique product suite offers our customers a unified platform to capture referrals automate clinical and financial review communicate with colleagues and case managers paperless admission packet signing and gain insight into facility performance.

For Careflow customers theres no more missed referrals lost business hours spent reviewing paperwork admitting costly patients and wondering whats happening at my facilities and how can we do better They enjoy a command center for their operations and revenue intelligence to run their business.

Were a tight-knit teamworking together to solve the largest most complex challenges in post-acute care. We care about each other our customers our industry and take pride in what were building. Were a competitive group that knows how to balance work and play with egos checked at the door. As a result weve experienced rapid growth and are looking for the next person to help us continue our market expansion.

The Role

As our Client Success Manager (CSM) you are the heartbeat of the client experience. You will be the primary advocate for our clients ensuring they realize the full value of the Careflow platform. This is a proactive high-touch ownership role where you will guide clients from the moment a sale closes through onboarding daily adoption and long-term partnership.

Responsibilities

Client Communication & Lifecycle Ownership

• Serve as the face of Careflow for clients post-sale owning the relationship across the entire lifecycle.
• Take complex internal updates (product fixes new features or technical timelines) and translate them into clear value-driven messaging for our clients.
• Drive the cadence of follow-ups to ensure clients feel heard prioritized and supported.

Issue Management & Escalation

• Act as the client-facing layer for reported issues providing a bridge between the client and our technical resources.
• Own the process of acknowledging issues setting realistic expectations and following through until resolution.
• Coordinate with internal teams to prioritize fixes and escalate critical issues to leadership when necessary.

Onboarding Communication Lead

• Own the timeline communication and coordination during the critical onboarding phase to keep clients aligned and moving forward.
• Partner with the team on integrations and training while working with leadership on strategy and high-level escalations.

Adoption & Relationship Management

• Run regular check-ins and light QBR-style conversations to ensure clients feel supported and seen.
• Monitor platform usage to ensure clients are fully adopting the toolset.
• Identify early churn risk signals and proactively address client concerns.

Expansion & Renewal Support

• Identify upsell opportunities within your book of business.
• Support renewal conversations and surface opportunities to sales/leadership for closing.

Compensation

This role offers a competitive annual salary ranging from $70000 to $90000.

Why Join Us

We are building the future of post-acute care operations and we want you to be a part of it. At Careflow we offer:

• Work from anywhere while collaborating with a high-performing distributed team.
• Join us during a pivotal and exciting growth moment for the business where your contributions have a direct impact.
• Enjoy Unlimited PTO Paid Holidays and Comprehensive Medical Dental and Vision coverage.
• Join a competitive yet humble team that solves complex problems while keeping egos at the door.

Requirements:

Qualifications

• 2-3 years of experience in Account Management or Business Development within the Healthcare industry.
• Specific experience in Skilled Nursing (SNF) and/or Behavioral Health environments is highly preferred.
• Direct experience using or managing platforms that support healthcare operations (e.g. CRM EMR/EHR or Referral Management software).
• Exceptional communication skills with the ability to translate technical details for non-technical users.
• Proven ability to manage multiple client lifecycles or facility relationships simultaneously.
• A proactive owner mindset with a passion for problem-solving.
• Must maintain strict confidentiality and adhere to HIPAA guidelines regarding patient data and Protected Health Information (PHI).