Customer Success Manager

We are seeking an experienced Customer Success Manager to lead managed services engagements for healthcare organizations leveraging InterSystems technologies, including IRIS, IRIS for Health, HealthShare, IntelliCare, TrakCare, and related interoperability platforms. This role is responsible for ensuring the overall success of complex, mission-critical environments that support clinical, operational, and data exchange workflows across hospitals, health systems, and payer organizations.

As the primary point of accountability, you will own the end-to-end managed services client experience — from onboarding through steady-state operations, renewal, and growth. You will operate at the executive level, building trusted relationships with CIOs, CMIOs, and operational leaders while coordinating cross-functional teams across delivery, engineering, cloud, and support organizations. Your focus will be to ensure reliable service delivery, regulatory compliance, and alignment between contractual commitments and real-world healthcare outcomes.

This is not a project management role. It is a strategic ownership role that combines relationship leadership, commercial accountability, operational oversight, and risk management. You will play a critical part in maintaining the stability and performance of platforms that directly impact patient care, data interoperability, and business continuity.

Success in this role requires deep experience in enterprise healthcare IT environments, strong financial and service management skills, and the ability to navigate complex stakeholder landscapes while driving measurable client value.

Key Responsibilities

Own the full managed services lifecycle for healthcare clients using InterSystems platforms: onboarding, adoption, optimization, steady-state operations, renewal, and expansion

Ensure successful transition from implementation or sales to operational support with clear scope, service definitions, and readiness criteria

Establish governance structures tailored to healthcare organizations, including operational reviews, executive business reviews, and regulatory reporting requirements

Maintain documented success plans aligned to clinical, operational, and interoperability objectives

Lead complex discussions including service performance, scope changes, incident impacts, and contract alignment

Own financial performance of healthcare managed services engagements

Monitor service consumption relative to contract scope and platform usage

Identify opportunities for optimization, expansion, and renewal across InterSystems solutions

Partner with Sales on account strategy and long-term growth

Ensure services remain aligned to contracted scope while supporting healthcare operations

Coordinate with Managed Services teams supporting InterSystems environments (cloud, database, interoperability engines, infrastructure, security)

Ensure service delivery meets SLAs for highly available clinical systems

Partner with Product/Engineering teams on escalations, upgrades, patches, and roadmap alignment

Oversee incident management for mission-critical healthcare applications

Escalate systemic risks affecting availability, performance, or data integrity

Monitor client health metrics, adoption indicators, and satisfaction levels

Lead executive communications following major incidents or outages impacting clinical workflows

Drive continuous improvement of onboarding, operational processes, and service delivery models

Capture feedback to inform product evolution and service enhancements

Maintain comprehensive engagement documentation and governance artifacts

Ensure compliance with healthcare regulations and data protection requirements (e.g., HIPAA)

Identify operational, security, or commercial risks early and drive mitigation plans

Qualifications

7+ years of experience in enterprise client-facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations)

Demonstrated experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare)

Experience managing executive relationships within healthcare organizations

Strong financial acumen with the ability to manage service margins

Experience coordinating cross-functional teams across Product, Eng, Ops, and Clinical stakeholders

Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM)

Background supporting EHR ecosystems and clinical systems

Experience in regulated environments with HIPAA or equivalent compliance requirements

Familiarity with cloud-hosted healthcare platforms and hybrid infrastructure

ITIL or similar service management framework certification

Experience with subscription-based or managed services commercial models

Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

AI Disclaimer

InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.

Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.