Client Success Manager – Digital Touch & Low Touch

Job Description:

The Client Success Manager (CSM) for Digital Touch and Low Touch programs supports a scaled-engagement model designed to drive adoption, value realization, and retention across a broad portfolio of clients. This role blends customer success best practices, digital engagement, data-driven outreach, and process execution to help clients achieve measurable outcomes primarily through technology-enabled channels.
The CSM serves as a trusted advisor for NextGen Healthcare’s clients by guiding them through lifecycle programs, monitoring their success signals, and delivering timely, proactive digital interactions. This role collaborates with cross-functional teams—including Product, Marketing, Services, Support, Growth, and Operations—to strengthen our digital-first engagement model and enhance client experience.

• Manage a portfolio of small to mid-market clients, serving as the primary point of contact and strategic advisor.
• Collaborate with internal teams, administrators, and client stakeholders to define vision, set objectives, and align annual goals.
• Lead and oversee cross-functional initiatives that deliver strategic, business-aligned outcomes based on clients’ unique needs and objectives.
• Establish and manage governance, risk, communication, and operational cadences to ensure contractual commitments are met and client satisfaction is achieved.
• Identify and communicate growth opportunities within existing accounts to support client expansion and retention efforts.
• Conduct regular monthly meetings and dashboard reviews to track progress, optimize value delivery, and maintain alignment with client goals.
• Monitor all aspects of the client experience, including project status, solution adoption, SLA compliance, and business goal progress; maintain a comprehensive client “notebook” for unified tracking.
• Continuously assess client health across financial, risk, dependency, and scheduling dimensions, implementing mitigation strategies as needed.
• Serve as the voice of the customer, providing feedback to product teams and contributing to the ideation and development of new services.
• Perform additional duties as needed to support the overall success of the client relationship and organizational goals.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s degree in business administration/management, healthcare administration/management.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 3 years’ account management, sales, services, or related field.
• 3 years’ Healthcare Information Technology (HIT) vendor experience.
• 3-5 years’ Healthcare experience in ambulatory or health system.
• 3 years’ NextGen experience.
• Successfully managed large multi-million-dollar clients’ enterprise software systems and solutions.
• Proven success improving overall client satisfaction, retention and business growth of clients.
• Strong command of the NextGen portfolio of solutions or comparable vendor, or former client.

Knowledge, Skills & Abilities:

• Knowledge of: Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen. 
• Skill in: Client-focus with excellent communication & interpersonal skills. . Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills. 
• Ability to: Ability to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally; actively seek, develop, and proactively contribute to collaborative relationships. Work autonomously, with limited instruction. 

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.