Principal Client Success Manager, Payer

Job Summary

The Principal Client Success Manager (CSM) serves as a senior strategic advisor to Veradigm’s most complex and high-impact clients, representing the voice of the client within Veradigm and the voice of Veradigm to the client. The Principal CSM is accountable for strengthening executive relationships, accelerating solution adoption, identifying growth opportunities, protecting revenue, and mitigating client attrition.

Operating with a high degree of autonomy, the Principal CSM brings together client executives and senior cross-functional stakeholders to align Veradigm’s solutions, services, and strategic roadmap with the client’s financial, operational, and regulatory priorities. This role anticipates risks, identifies systemic issues, and leads coordinated action across Product, Operations, Support, Services, Sales, Finance, and other teams to deliver measurable client outcomes.

The Principal CSM also serves as a thought leader within the Client Success organization. This individual establishes best practices, influences client engagement strategy, mentors other Client Success Managers, and helps improve the processes and operating models used to manage Veradigm’s client portfolio.

What You Will Contribute

Serves as the primary strategic and operational advisor for Veradigm’s most complex, high-value, or high-risk client relationships

Develops trusted relationships with client executives and senior decision-makers, connecting Veradigm’s capabilities to the client’s strategic, financial, operational, and regulatory priorities

Leads complex, cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Product, Support, Finance, and Operations

Creates and drives comprehensive client success plans with clear objectives, measurable outcomes, risks, dependencies, and executive-level accountability

Facilitates strategic roadmap planning across current and future initiatives, aligning Veradigm solution investments and release plans with client priorities

Leads executive operational reviews and participates in Strategic Business Reviews, translating performance data, client feedback, and business trends into actionable insights and recommendations

Provides advanced consultative guidance on client growth plans, solution adoption, workflow optimization, and opportunities to expand the Veradigm footprint

Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms

Identifies emerging risks and systemic issues before they materially affect client outcomes, revenue, regulatory compliance, or the broader client portfolio

Leads cross-functional resolution of critical escalations, establishing clear ownership, priorities, timelines, and communication plans

Ensures oversight and executive visibility for complex Veradigm services initiatives, including progress, dependencies, risks, and business outcomes

Advises clients and internal stakeholders on regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions

Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents

Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices

Leads root cause analysis for recurring or high-impact issues and influences sustainable corrective actions across teams

Supports resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable

Facilitates senior-level discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not resulted in progress

Leads client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, and translates feedback into measurable improvement plans

Develops strong reference accounts by documenting and communicating client outcomes, success stories, and demonstrated value

Identifies trends across accounts and provides actionable insights to influence Veradigm’s product roadmap, service delivery, client engagement strategy, and operational priorities

Establishes and promotes Client Success best practices, scalable processes, tools, and engagement standards

Mentors Expert and other Client Success Managers, providing guidance on executive engagement, account strategy, escalations, and complex client situations

Leads strategic initiatives that improve client outcomes and advance the maturity and effectiveness of the Client Success organization

The Ideal Candidate Will Have

10+ years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field

5+ years of experience at the Expert Client Success Manager level or equivalent experience managing highly complex, strategic client relationships

Demonstrated experience advising executive stakeholders and influencing decisions across client and internal leadership teams

Experience leading complex, cross-functional initiatives without direct authority

Strong payer or health plan industry experience

Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations

Proven ability to connect client objectives with measurable business, financial, operational, and regulatory outcomes

Strong analytical skills and experience using data to assess client health, identify trends, and guide decisions

Advanced problem-solving and root cause analysis capabilities, with a natural curiosity and willingness to investigate complex issues

High attention to detail and the ability to manage multiple strategic priorities in a complex environment

A proactive approach to identifying risks, resolving issues, and streamlining operational processes

Excellent executive communication, facilitation, negotiation, and relationship-management skills

Demonstrated ability to mentor others, establish best practices, and influence organizational improvements

Knowledge, Skills, and Abilities

Strategic Thinking and Thought Leadership

Executive Relationship Management

Client Health Awareness and Management

Client Advocacy

Payer and Healthcare Industry Expertise

CMS and Regulatory Awareness

Veradigm Market and Product Knowledge

Business and Financial Acumen

Client Expectations Management

Cross-Functional Leadership and Influence

Risk Identification and Mitigation

Root Cause Analysis and Problem-Solving

Analytical Proficiency

Operational Process Improvement

Executive Communication and Facilitation

Initiative, Accountability, and Sound Judgment

Compensation Range: $113,254-$164,785

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practi