At a Glance
- Tasks: Lead customer success for healthcare organisations using innovative InterSystems technologies.
- Company: Join a global leader in data technology with a focus on healthcare solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic environment with a commitment to excellence and continuous improvement.
- Why this job: Make a real impact on patient care and healthcare operations through strategic leadership.
- Qualifications: 7+ years in client-facing roles with strong financial and service management skills.
We are seeking an experienced Customer Success Manager to lead managed services engagements for healthcare organizations leveraging InterSystems technologies, including IRIS, IRIS for Health, HealthShare, IntelliCare, TrakCare, and related interoperability platforms. This role is responsible for ensuring the overall success of complex, mission‑critical environments that support clinical, operational, and data exchange workflows across hospitals, health systems, and payer organizations.
As the primary point of accountability, you will own the end‑to‑end managed services client experience – from onboarding through steady‑state operations, renewal, and growth. You will operate at the executive level, building trusted relationships with CIOs, CMIOs, and operational leaders while coordinating cross‑functional teams across delivery, engineering, cloud, and support organizations. Your focus will be to ensure reliable service delivery, regulatory compliance, and alignment between contractual commitments and real‑world healthcare outcomes. This is not a project management role. It is a strategic ownership role that combines relationship leadership, commercial accountability, operational oversight, and risk management. You will play a critical part in maintaining the stability and performance of platforms that directly impact patient care, data interoperability, and business continuity.
Success in this role requires deep experience in enterprise healthcare IT environments, strong financial and service management skills, and the ability to navigate complex stakeholder landscapes while driving measurable client value.
Key Responsibilities- Own the full managed services lifecycle for healthcare clients using InterSystems platforms: onboarding, adoption, optimization, steady‑state operations, renewal, and expansion.
- Ensure successful transition from implementation or sales to operational support with clear scope, service definitions, and readiness criteria.
- Establish governance structures tailored to healthcare organizations, including operational reviews, executive business reviews, and regulatory reporting requirements.
- Maintain documented success plans aligned to clinical, operational, and interoperability objectives.
- Lead complex discussions including service performance, scope changes, incident impacts, and contract alignment.
- Own financial performance of healthcare managed services engagements.
- Monitor service consumption relative to contract scope and platform usage.
- Identify opportunities for optimization, expansion, and renewal across InterSystems solutions.
- Partner with Sales on account strategy and long‑term growth.
- Ensure services remain aligned to contracted scope while supporting healthcare operations.
- Coordinate with Managed Services teams supporting InterSystems environments (cloud, database, interoperability engines, infrastructure, security).
- Ensure service delivery meets SLAs for highly available clinical systems.
- Partner with Product/Engineering teams on escalations, upgrades, patches, and roadmap alignment.
- Oversee incident management for mission‑critical healthcare applications.
- Escalate systemic risks affecting availability, performance, or data integrity.
- Monitor client health metrics, adoption indicators, and satisfaction levels.
- Lead executive communications following major incidents or outages impacting clinical workflows.
- Drive continuous improvement of onboarding, operational processes, and service delivery models.
- Capture feedback to inform product evolution and service enhancements.
- Maintain comprehensive engagement documentation and governance artifacts.
- Ensure compliance with healthcare regulations and data protection requirements (e.g., HIPAA).
- Identify operational, security, or commercial risks early and drive mitigation plans.
- 7+ years of experience in enterprise client‑facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations).
- Demonstrated experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare).
- Experience managing executive relationships within healthcare organizations.
- Strong financial acumen with the ability to manage service margins.
- Experience coordinating cross‑functional teams across Product, Eng, Ops, and Clinical stakeholders.
- Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM).
- Background supporting EHR ecosystems and clinical systems.
- Experience in regulated environments with HIPAA or equivalent compliance requirements.
- Familiarity with cloud‑hosted healthcare platforms and hybrid infrastructure.
- ITIL or similar service management framework certification.
- Experience with subscription‑based or managed services commercial models.
- Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field.
Customer Success Manager employer: InterSystems
InterSystems is an excellent employer, offering a dynamic work environment in Windsor where innovation meets collaboration. With a strong focus on employee growth and development, we provide comprehensive training and mentorship opportunities to help you excel in your role as a Frontline Technical Services Manager. Our commitment to service excellence is matched by our supportive culture, making it a rewarding place to build your career while delivering exceptional customer service.
