Client Success Executive (CSE)

At Altera, we believe healthcare technology should empower clinicians rather than burden them. We aren’t just looking for a "digital revolution"; we are focused on the steady, purposeful evolution of healthcare, helping our partners reach the "summit" of what patient care can be through smarter data, seamless interoperability, and human-centered AI.

Position Summary

The Client Success Executive (CSE) is a strategic partner and advocate for clients, responsible for ensuring their success, satisfaction, and growth. This role blends relationship management, operational execution, and strategic insight to deliver exceptional client outcomes. The CSE works cross-functionally to align internal efforts with client goals, drive performance, and foster long-term partnerships.

Core Responsibilities

Client Advocacy & Relationship Management

• Serve as the internal advocate for assigned clients, ensuring their goals and feedback are represented across teams.
• Build and maintain strong relationships with client stakeholders, acting as trusted advisors to drive client satisfaction and NPS.
• Serve as the escalation point for client issues, ensuring swift and effective resolution.

Strategic Engagement & Planning

• Lead Strategic Partnership Reviews to assess performance, align goals, and identify growth opportunities.
• Develop and execute customized success plans based on client segmentation and strategic objectives.
• Manage quarterly Client Leadership Council (CLC) meetings and summits to foster collaboration and innovation.

Performance Monitoring & Optimization

• Monitor and track KPIs that align with client goals and internal toolkits.
• Drive Net Promoter Score (NPS/KLAS) improvement initiatives at the client level.
• Analyze client data to identify trends, risks, and opportunities for optimization and upselling.

Operational Execution

• Oversee day-to-day client operations, ensuring a seamless and positive experience.
• Complete SSOs (where applicable) and ensure timely delivery of client commitments.
• Partner with finance and clients to ensure account health and contractual accountability.

Growth & Expansion

• Identify and drive lead generation opportunities within existing client accounts.
• Apply segmentation strategies to tailor engagement, service delivery, and growth plans.
• Cultivate reference accounts and support client advocacy initiatives.
• Provide ongoing feedback from a site visit with Client Success Leader.

Qualifications

• A bachelor’s degree is required.
• 2–4 years of client-facing experience with a track record of exceeding expectations.
• Strong communication, analytical, and problem-solving skills.
• Experience with strategic planning, KPI tracking, and cross-functional collaboration.
• Additional responsibility may be required.

Compensation

Base salary: $80-90k USD. This role offers a base salary and commission structure, with total compensation dependent on individual performance and achievement of sales targets. The final offer will depend on relevant experience, skills, internal equity, market data, and applicable location-based pay requirements.