Client Success Manager - Mid-Market Carriers

Responsibilities

• Work remotely from anywhere in the United States.
• Manage an assigned book of customers across Datavant's Legal & Insurance business, which may include insurance carriers, law firms, claims organizations, plaintiff firms, enterprise clients, regional accounts, or other customer segments.
• Own the customer relationship for assigned accounts by driving engagement (meetings, calls, email, webinar), account health, adoption, value realization, retention support, and expansion identification.
• Build trusted relationships with customer stakeholders.
• Develop and maintain a clear understanding of each customer's business, workflow, goals, products used, order behavior, service experience, risks, opportunities, and overall health.
• Build and maintain account plans for assigned customers, including stakeholder maps, business hierarchy, product usage, order trends, revenue trends, open issues, risks, opportunities, renewal considerations, and next steps.
• Use Salesforce, dashboards, revenue reporting, order activity, usage data, hold reports, aging reports, escalation trends, and customer feedback to identify risks and opportunities across the book.
• Proactively engage customers based on data signals, including declining volume, low adoption, inactivity, unresolved holds, service issues, workflow gaps, customer sentiment changes, or expansion potential.
• Lead customer meetings, trainings, health reviews, account check-ins, business reviews, and renewal readiness discussions based on customer segment, account complexity, and business need.
• Help customers understand and adopt Datavant/Ontellus solutions by connecting capabilities to practical outcomes, including faster case movement, improved records usability, reduced administrative burden, clearer workflow visibility, stronger claims or legal files, and better case resolution.
• Identify qualified growth opportunities by uncovering customer needs tied to additional products, expanded usage, new users, new business units, new carrier programs, new firm relationships, or workflow improvements.
• Partner with Sales to share clear lead context, including the customer need, business problem, stakeholder information, current usage, revenue opportunity, and recommended next action.
• Partner with Operations, Client Services, Product, Finance, and other internal teams to address customer issues, improve workflows, resolve recurring pain points, and close the loop with customers.
• Capture customer feedback in a structured way, including pain points, recurring issues, process gaps, sentiment changes, product needs, and operational improvement opportunities.
• Maintain strong Salesforce hygiene, including accurate activity logging, account notes, meeting outcomes, risk tracking, opportunity signals, stakeholder updates, renewal notes, and follow-up actions.
• Support renewal read

Benefits

Additional Information

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world's health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient's request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. By joining Datavant today, you're stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

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