Manage a high-volume book of business within a designated client segment using scalable, digital-first engagement strategiesLeverage client analytics, usage data, and health scoring metrics to identify trends, risks, and expansion opportunities across your client segmentDesign, implement, and continuously improve scalable CSM programs, playbooks, and workflows tailored to high-volume client segmentsMonitor key performance indicators including product adoption rates, feature utilization, engagement metrics, retention risk signals, and expansion indicatorsUse data-driven insights to prioritize outreach efforts, automate engagement touchpoints, and tailor success strategies at scaleDevelop client segmentation strategies based on usage patterns, maturity levels, and business outcomes to optimize resource allocationBuild and refine predictive models to identify at-risk customers before churn indicators become critical, enabling proactive intervention strategiesConduct cohort analyses to understand customer behavior patterns, lifecycle trends, and the impact of various engagement strategies on retention and expansionPerform root cause analysis on churn events, feature adoption challenges, and engagement drop-offs to inform strategic improvementsCreate and maintain dashboards and reporting mechanisms to track portfolio health, client satisfaction trends, and program effectivenessDeliver training sessions, webinars, and scalable enablement content to support ongoing client education and drive product value realizationDevelop and execute proactive campaigns to drive adoption of new features, products, and services across your client segmentBuild and maintain relationships with key stakeholders across your portfolio, including executive-level contacts where appropriateServe as a trusted advisor while leveraging repeatable processes and automation to ensure consistent client experiencesIdentify upsell, cross-sell, and expansion opportunities based on client goals, usage patterns, product adoption levels, and organizational maturityPartner closely with Sales and Account Management teams to support renewal conversations, expansion initiatives, and growth strategiesConnect clients with relevant third-party integrations, partner solutions, and additional resources that support their business objectivesMaintain 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 neededPerform other duties as assignedBACKGROUND 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 playbooksStrong analytical skills with proven ability to leverage data, metrics, and client health scoring to drive decisions and prioritize activitiesDemonstrated results in driving client adoption and advocacyAbility to influence through persuasion, negotiation, and consensus buildingAbility to juggle multiple projects and initiatives simultaneously and effectively collaborate across internal teams while working in a fast-paced environmentExcellent communication skills, both written and verbal, are essential, as is the ability to collaborate with other teams and stakeholdersAbility to travel up to 20% SUCCESS LOOKS LIKE.