Customer Success Manager, Digital Tools

Position Summary

The Customer Success Manager, DigitalToolspositionwill play a critical role in driving successful client adoption of Judi Care, our healthcare navigation platform. This role sits within the Enterprise Solutions team and works cross-functionally with the Judi CareProduct team, implementation partners, and client stakeholders to deliver high-impactproductdemonstrations, client trainings, documentation, and ongoing subject matterexpertise.

This isahighly client-facing, hands-onrole designed for someone who enjoys being close to the product, the client, and the launch process.The ideal candidate is comfortable leading live demos and trainings, translating complex product functionality into clear, actionable guidance, and supporting scalableand high-touch clientimplementationsand go-lives.

Position Responsibilities:

• Lead live product demosandfacilitate trainingsfor clients during implementation and post-launch, ensuring stakeholders understand how to effectively usetheplatform.

• Translate product workflows and functionality into clear, engaging training sessionsand documentationtailored to different client audiences.

• Create,maintain, and continuously improve documentation, including user guides, training decks, FAQs, and knowledge base content.

• Configureclientspecificportalswithin Judiand support user acceptance testing (UAT)toensure successful implementation andlaunch.

• Submit and track product enhancement and development requests, partnering closely with Product to communicate client needs,validateuse cases, and support prioritization.

• Coordinate and tracklargescaleclient migrations, includingmaintainingmigration plans, status tracking, dependencies, timelines, and stakeholder communication.

• Serveas a primary point of contact for clients to triage questions, issues, and feedback, and provide 1/1 client go-live support.

• Partnerclosely withProductteamstostay current onroadmap priorities, feature changes, andworkflows, andcollaboratewith theImplementationand Account Management teams toalign on operational impactsandclient needs.

• Actas a trustedJudi Careproduct expertin client meetings and cross-functionalworkstreams.

• Contribute to scalable implementation efforts by helping standardize training approaches, materials, and client-facing processes.

• Provide input into release readiness byassistingwith testing, drafting release notes, andanticipatingclient training needs.

• Enableinternal teams (Sales, Customer Success, Support) with Judi Care product knowledge and training resources as needed.

Required Qualifications:

• Bachelor's degree in a relevant field or equivalent PBM or HealthTech experience

• 4+ years of experience in customer success, client training, implementation, or enablement roles, preferably within healthcare technology

• Demonstrated experience training users on software platforms and explaining technical workflows to non-technical audiences

• Strong client-facing presence with comfort leading demos, trainings, and presentations

• Excellent written and verbal communication skills, with a proven ability to create clear documentation and training content

• Strong organizational and prioritization skills, with the ability to manage multiple clients and initiatives concurrently

• Familiarity with member-facing healthcare tools(e.g.,provider search, appointment scheduling,prescriptionsavings) preferred.

• Proficiencywith common productivity and collaboration tools (e.g., Microsoft Office, Confluence, Jira, Scribe, or similar)

• Demonstrated ability to collaborate effectively with cross-functional and remote teams

• Abilityto travelup to5-10%