Senior Client Success Manager

The opportunity

Our customers are hospitals, health systems, and specialty groups that depend on Steer to move real revenue and patient access numbers. As Senior Client Success Manager, you will own the post go-live relationship for our most strategic accounts and help design how Client Success works at Steer as we scale.

This is not a maintenance role. You will shape the operating model, the health scoring, the business review cadence, and the expansion motion, while working directly with executive, operational, clinical, and technical leaders at your accounts. You will have a real voice with Product, Sales, and company leadership.

What you will do

Drive outcomes for strategic accounts

• Own the relationship from go-live through renewal, building trusted partnerships with executive, operational, clinical, and technical stakeholders.
• Build success plans tied to each client's goals and measurable value, and lead business reviews that show the results Steer is delivering.
• Be the voice of the customer inside Steer and the advocate for Steer inside the account.

Protect and grow the base

• Track account health across engagement, adoption, utilization, support trends, satisfaction, and business outcomes, and act early on risk with documented plans, clear owners, and timelines.
• Lead renewals by tracking readiness and shaping strategy with Sales and leadership.
• Surface expansion opportunities based on client goals and demonstrated value, and hand them off cleanly to Sales.

Build the function

• Create the playbooks for onboarding handoff, escalation, intervention, executive engagement, and adoption that will become how Steer does Client Success.
• Report on adoption and time to value so leadership can see what is working and where to invest.
• Spot patterns across clients and take them to Product, Support, Implementation, and Training to fix root causes.

What you bring

• 5+ years in Client Success, Account Management, or a related role at a SaaS or healthcare technology company.
• A track record managing strategic or enterprise relationships, including executive-level conversations.
• Experience building or improving client success processes, playbooks, or operating models.
• A working command of SaaS adoption, retention, renewals, and expansion.
• Strong analytical skills and the ability to turn account data into a clear plan of action.
• Excellent communication and presentation skills, and the judgment to know when to escalate.
• Comfort in a fast-moving startup where you will build as much as you run.

Strongly preferred

• Experience with healthcare technology, EMR/EHR platforms, or healthcare operations.
• Experience with hospital or health system customers.

What success looks like

• First 90 days: You know every account in your portfolio, have met the key stakeholders, and have a health assessment and action plan for each.
• First 6 months: Success plans and a business review cadence are live, and at-risk accounts have owners and timelines.
• First 12 months: Retention and expansion in your portfolio are measurably stronger, and the playbooks you built are being used across the team.

Why Steer

• Impact you can point to. Our platform drives measurable revenue and access outcomes for customers, and you will be close to those results.
• Build, do not just run. You will design the Client Success function with room to grow your scope as the company scales.
• Executive access. You will work directly with company leadership on strategic accounts.
• A category moving fast. Healthcare is adopting AI quickly, and Steer is already live in hospitals today

Benefits

• Health/Vision/Dental/Life Insurance
• PTO
• Equity