Principal, Client Success Manager

Principal Client Success Manager 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 H