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 innovation and excellence.
- Why this job: Make a real impact on patient care and healthcare operations through strategic leadership.
- Qualifications: 7+ years in client-facing roles, strong financial acumen, and experience with healthcare IT.
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
Qualifications
- 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
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next‑generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Customer Success Manager in Windsor 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Windsor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InterSystems. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InterSystems before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Windsor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InterSystems:Your cover letter is your chance to shine! Tell us why you want to work at InterSystems specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InterSystems!
How to prepare for a job interview at InterSystems
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
