• Manage day-to-day client relationships, including project plans, status updates, and meeting coordination • Directly manage and distribute all deliverables, action items, and notes stemming from client meetings • Work with the SAE, ensure client activities are progressing on schedule and adhere to prescribed standards to ensure retention of customers • Assist with the building of external facing presentations for meetings, such as annual review meetings and any other client/vendor meetings and attend all reporting discussions virtually or in person as needed with client • Manage and track all member escalations with the client and internal Firefly teams, ensuring resolution is achieved within 5 business days • Work with the navigation team to serve as a main point of contact for CS on all vendor integration discussions and coordinate with internal key stakeholders

• Own onboarding, nurturing, retention, upselling and ongoing success for all customers • Refine the customer journey, design listening points and define/refine the segmentation of customer base to ensure highly efficient alignment of resources • Engage actively in client discussions to position the value of our solution • Partner with cross functional teams to ensure customer feedback is incorporated into the product roadmap

• Own onboarding, nurturing, retention, upselling and ongoing success for all customers • Refine the customer journey, design listening points and define/refine the segmentation of customer base to ensure highly efficient alignment of resources • Engage actively in client discussions to position the value of our solution • Partner with cross functional teams to ensure customer feedback is incorporated into the product roadmap

As a Customer Success Manager at Greenway Health, you will play a pivotal role in ensuring the success and satisfaction of our healthcare clients. You will be responsible for building strong relationships, understanding client needs, and driving value through our health information technology solutions. With a focus on proactive engagement and continuous improvement, you will collaborate closely with internal teams and healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services. Essential Duties & Responsibilities Serve as the primary point of contact for assigned healthcare clients, building strong relationships and fostering open communication. Understand the unique needs and challenges of each client, providing tailored solutions and strategic guidance to drive success. Collaborate cross-functionally with sales, product development, professional services, and support teams to ensure a seamless client experience. Proactively monitor client usage and adoption of our products and services, identifying opportunities for optimization and expansion. Act in a consultative capacity on our health information technology solutions, providing guidance and best practices to clients. Advocate for the needs of our clients within the company, driving product improvements and enhancements based on client feedback and market trends. Monitor client satisfaction metrics and implement strategies to enhance overall client experience and retention. Prepare regular reports and updates for clients, highlighting key performance metrics and accomplishments. Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients. Conduct strategic account reviews with clients to assess performance, identify opportunities for improvement, and develop action plans to drive success. Develop and deliver executive-level presentations and business reviews to articulate value propositions, highlight achievements, and drive alignment on strategic priorities. Identify and pursue opportunities for upselling and cross-selling additional products/services to existing clients, driving revenue growth and maximizing client lifetime value. Education and Experience Bachelor’s degree in business administration, marketing, or a related field. Proven experience in client-facing roles, with a focus on client success, account management, or sales. Previous experience in healthcare information technology is a plus. Skills, Knowledge, and Abilities Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. A passion for delivering exceptional client service and driving positive outcomes for clients. Strong problem-solving abilities and a proactive approach to addressing client needs. Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously. Familiarity with CRM software and other client management tools. Keen understanding of the ambulatory care space Strong healthcare information technology industry, regulatory, and product knowledge Commitment to continuous education Proven negotiation and presentation skills Excellent listening and communication skills Change agent across verticals, being agile in an ever-changing industry. Help facilitate and adopt change internally and externally. Ability to prioritize and manage multiple high priority projects simultaneously. Strong delegation skills (internal and external) Accountability driver (internal and external) Adapt to modernization of tools to communicate with clients. High EQ Ability to identify upsell/cross-sell opportunities. Work Environment/Physical Demands While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday This role requires that one can sit and regularly type on a keyboard the majority of their work day This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices Travel required up to 20% Here’s what we can offer you in exchange for your amazing work: Competitive pay Medical, dental and vision benefits Matching 401(k) Generous paid time-off programs Education reimbursement Growth potential for your career Corporate discounts At Greenway, we strive to imagine, empower, engage, and inspire. Join us! To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers. Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status. While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying. If you are in resident in a state the requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email. #LI-REMOTE