IN SUMMARY...Azalea Health is seeking a highly analytical and operationally-focused Digital Scale Client Success Manager to drive adoption, engagement, and value realization across a high-volume portfolio of clients. This role is critical to scaling our Client Success programs, processes, and insights to efficiently support a large and diverse client base through data-driven strategies and repeatable processes.
The ideal candidate is passionate about using data, automation, and scalable methodologies to deliver consistent, measurable client outcomes while serving as a trusted advisor to clients. You will play a pivotal role in building the infrastructure and playbooks that enable our Client Success organization to grow efficiently.
If you want the challenge of contributing to a critical function that fuels the success of Azalea Health, then this may be the role for you.
WHAT YOU WILL DO...- Manage a high-volume book of business within a designated client segment using scalable, digital-first engagement strategies
- Leverage client analytics, usage data, and health scoring metrics to identify trends, risks, and expansion opportunities across your client segment
- Design, implement, and continuously improve scalable CSM programs, playbooks, and workflows tailored to high-volume client segments
- Monitor key performance indicators including product adoption rates, feature utilization, engagement metrics, retention risk signals, and expansion indicators
- Use data-driven insights to prioritize outreach efforts, automate engagement touchpoints, and tailor success strategies at scale
- Develop client segmentation strategies based on usage patterns, maturity levels, and business outcomes to optimize resource allocation
- Build and refine predictive models to identify at-risk customers before churn indicators become critical, enabling proactive intervention strategies
- Conduct cohort analyses to understand customer behavior patterns, lifecycle trends, and the impact of various engagement strategies on retention and expansion
- Perform root cause analysis on churn events, feature adoption challenges, and engagement drop-offs to inform strategic improvements
- Create and maintain dashboards and reporting mechanisms to track portfolio health, client satisfaction trends, and program effectiveness
- Deliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realization
- Develop and execute proactive campaigns to drive adoption of new features, products, and services across your client segment
- Build and maintain relationships with key stakeholders across your portfolio, including executive-level contacts where appropriate
- Serve as a trusted advisor while leveraging repeatable processes and automation to ensure consistent client experiences
- Identify upsell, cross-sell, and expansion opportunities based on client goals, usage patterns, product adoption levels, and organizational maturity
- Partner closely with Sales and Account Management teams to support renewal conversations, expansion initiatives, and growth strategies
- Connect clients with relevant third-party integrations, partner solutions, and additional resources that support their business objectives
- Maintain updated knowledge of Azalea Health's software products and services - with the ability to perform demonstrations of all Azalea products and services to clients as needed
- Perform other duties as assigned
BACKGROUND AND SKILLS YOU WILL BRING... - Bachelor's degree in Business Administration, Business Management or related field or relevant equivalent experience required
- 3-5 years of experience in SaaS Client Success; 2+ years of experience in Healthcare IT, Client Support required
- Prior demonstrated experience with building and managing scalable client engagement programs and playbooks
- Strong analytical skills with proven ability to leverage data, metrics, and client health scoring to drive decisions and prioritize activities
- Demonstrated results in driving client adoption and advocacy
- Ability to influence through persuasion, negotiation, and consensus building
- Ability to juggle multiple projects and initiatives simultaneously and effectively collaborate across internal teams while working in a fast-paced environment
- Excellent communication skills, both written and verbal, are essential, as is the ability to collaborate with other teams and stakeholders
- Ability to travel up to 20%
SUCCESS LOOKS LIKE...- Being aggressive and taking initiative; we trust you to move the needle forward
- Doing the job; outcomes are just as important as strategy
- Being adaptable and amenable to meet the changes of a dynamic and evolving industry
- Demonstrating humility; partnership and collaboration define who we are and how we operate
- Tapping into your innovative side; conventional is not always correct
HOW WE INVEST IN YOU...- Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, telehealth, and life insurance
- Generous employer sponsored subsidy towards employee's medical insurance premiums
- Azalea Health covers 100% of the premiums for Life AD&D, Telehealth, and Long-Term Disability for all eligible full-time employees
- Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
- Economic opportunity: Competitive total rewards package that offers competitive pay and advancement opportunities
