Client Success Manager - Mid-Market Carriers

What We’re Looking For:

Datavant’s Legal & Insurance Client Success organization partners with customers across the insurance, legal, and claims ecosystem to help them retrieve, organize, analyze, and securely exchange critical records. Our team is responsible for protecting revenue, improving customer health, expanding adoption, and advocating for a better end-to-end customer experience through proactive, data-driven account management.

We are looking for a Client Success Manager to manage an assigned book of customers and drive customer health, adoption, retention support, value realization, and qualified growth opportunities. This role is responsible for moving beyond reactive account support by using data, customer feedback, account planning, and proactive engagement to identify risks and opportunities before they become renewal issues or customer escalations.

As a Client Success Manager, you will own the customer plan for your assigned book. You will build relationships with customer stakeholders, monitor account health, maintain clean account documentation, identify expansion signals for Sales, and partner cross-functionally to improve the customer experience. Success in this role means assigned accounts have clear ownership, organized account plans, proactive engagement, documented risks and opportunities, and measurable progress toward retention, growth, customer health, and operational improvement goals.

What You Will Do:

• Work remotely from anywhere in the United States.
• Manage an assigned book of customers across Datavant’s Legal & Insurance business, which may include insurance carriers, law firms, claims organizations, plaintiff firms, enterprise clients, regional accounts, or other customer segments.
• Own the customer relationship for assigned accounts by driving engagement (meetings, calls, email, webinar), account health, adoption, value realization, retention support, and expansion identification.
• Build trusted relationships with customer stakeholders.
• Develop and maintain a clear understanding of each customer’s business, workflow, goals, products used, order behavior, service experience, risks, opportunities, and overall health.
• Build and maintain account plans for assigned customers, including stakeholder maps, business hierarchy, product usage, order trends, revenue trends, open issues, risks, opportunities, renewal considerations, and next steps.
• Use Salesforce, dashboards, revenue reporting, order activity, usage data, hold reports, aging reports, escalation trends, and customer feedback to identify risks and opportunities across the book.
• Proactively engage customers based on data signals, including declining volume, low adoption, inactivity, unresolved holds, service issues, workflow gaps, customer sentiment changes, or expansion potential.
• Lead customer meetings, trainings, health reviews, account check-ins, business reviews, and renewal readiness discussions based on customer segment, account complexity, and business need.
• Help customers understand and adopt Datavant/Ontellus solutions by connecting capabilities to practical outcomes, including faster case movement, improved records usability, reduced administrative burden, clearer workflow visibility, stronger claims or legal files, and better case resolution.
• Identify qualified growth opportunities by uncovering customer needs tied to additional products, expanded usage, new users, new business units, new carrier programs, new firm relationships, or workflow improvements.
• Partner with Sales to share clear lead context, including the customer need, business problem, stakeholder information, current usage, revenue opportunity, and recommended next action.
• Partner with Operations, Client Services, Product, Finance, and other internal teams to address customer issues, improve workflows, resolve recurring pain points, and close the loop with customers.
• Capture customer feedback in a structured way, including pain points, recurring issues, process gaps, sentiment changes, product needs, and operational improvement opportunities.
• Maintain strong Salesforce hygiene, including accurate activity logging, account notes, meeting outcomes, risk tracking, opportunity signals, stakeholder updates, renewal notes, and follow-up actions.
• Support renewal readiness by documenting customer value, unresolved risks, adoption trends, stakeholder sentiment, operational issues, and expansion paths.
• Lead customer health reviews, account check-ins, trainings, business reviews, and renewal readiness conversations as appropriate for assigned accounts.
• Act as the voice of the customer internally by using customer data, feedback, and account insights to help improve the customer experience and strengthen the broader Client Success operating model.
• Create qualified growth opportunities for Sales by connecting customer needs, usage patterns, stakeholder feedback, and business outcomes.
• Operate with independence and sound judgment while keeping leadership informed of material risks, opportunities, and customer trends.

What a Typical Day Looks Like:

• Review customer health, revenue trends, order activity, usage patterns, hold reports, escalation status, renewal timing, and customer feedback across your assigned book.
• Prioritize outreach based on account risk, adoption gaps, customer needs, service issues, or expansion signals.
• Prepare for and lead customer check-ins, trainings, health reviews, business reviews, discovery conversations, or renewal readiness discussions.
• Analyze account data to identify declining usage, stalled workflows, revenue leakage, under-adoption, reactivation opportunities, or additional service needs.
• Partner with Sales on qualified leads, account growth strategies, stakeholder alignment, and customer messaging.
• Work with internal teams to resolve issues, clarify root causes, improve communication, and reduce avoidable escalations.
• Update Salesforce with account plans, activity notes, stakeholder information, risks, opportunities, customer feedback, next steps, and follow-up dates.

What You Need to Succeed:

• 3+ years of experience in Customer Success, Account Management, Client Services, legal services, insurance, claims, healthcare technology, SaaS, or another B2B client-facing role.
• Experience managing a book of business, portfolio of accounts, or assigned customer relationships.
• Strong relationship management, discovery, and consultative communication skills.
• Ability to use data, reporting, dashboards, and customer feedback to identify risks, opportunities, and account trends.
• Experience maintaining account plans, stakeholder maps, meeting notes, risk documentation, opportunity signals, and follow-up actions.
• Strong Salesforce hygiene or CRM discipline, including accurate activity logging, account documentation, and next-step management.
• Ability to identify commercial opportunities and translate customer needs into qualified leads or expansion recommendations for Sales.
• Experience working cross-functionally with Sales, Operations, Client Services, Support, Product, Finance, or other internal teams.
• Strong organizational skills and ability to manage multiple accounts, meetings, follow-ups, and priorities.

What Helps You Stand Out:

• Experience in record retrieval, claims, legal offices.