--- title: 'Client Success Manager at Medical Informatics Engineering/Enterprise Health' canonical: 'https://feeny.ai/job/client-success-manager-medical-informatics-engineering-enterprise-health-united-gkq7m3xhgbjp' type: 'job' last_seen: '2026-10-17' --- # Client Success Manager at Medical Informatics Engineering/Enterprise Health - **Company:** Medical Informatics Engineering/Enterprise Health - **Location:** United States - **Work type:** remote - **Posted:** 2026-09-29 - **Last confirmed live:** 2026-10-17 - **Apply:** https://job-boards.greenhouse.io/medicalinformaticsengineering/jobs/4425454009 ## Job description Enterprise Health is standing up a dedicated Client Success Management function to close a long-standing gap: Account Management has been informally absorbing CSM responsibilities alongside its commercial ownership, leaving no clean signal on client health, adoption, or sentiment. The Client Success Manager (CSM) owns the operational client relationship after go-live — driving adoption, generating the health and Voice of Customer signal that informs commercial decisions, and resolving escalations that go beyond a routine support ticket. The CSM is accountable for the outcomes that justify the account's continued and expanded investment in Enterprise Health, without carrying quota or negotiating contract terms. Account Management remains accountable for the commercial relationship and owns all renewals, in all cases. ## Key Responsibilities Onboarding & Adoption - Own the onboarding success plan and adoption/engagement plan for each assigned account once Deployment hands off a live client. - Monitor adoption trends and proactively intervene where usage lags expectations. - Shadow deployments prior to handoff so the account transition carries context, not a cold start. Client Health & Voice of Customer - Own health scoring and risk flagging for assigned accounts, built on data — case volume and severity, adoption metrics, and sentiment — rather than relationship intuition alone. - Own Voice of Customer signal generation, feeding the Client Success Leader's aggregated, prioritized theme set for Product leadership review. - Flag relationship risk the moment it surfaces, rather than waiting for a scheduled check-in. Escalation Ownership - Take ownership of Support escalations that meet defined triggers: repeat tickets on the same root issue, client language signaling relationship risk, an SLA breach on a dedicated account, anything touching contract or scope, an unresponsive client, or a change in client contact. - Own Tier 1 Account Management escalations directly, and share ownership of Tier 2 escalations with the Client Success Leader — enriching the AM's initial case record with technical detail and driving it through resolution. - Serve as the client relationship owner on complex, multi-phase recovery efforts, working alongside PMO (project plan) and Deployment (where the issue is implementation-related). Expansion & Renewal Support - Identify and flag expansion opportunities surfaced through day-to-day engagement, routing them to Account Management for pursuit and close. - Provide health input into renewal conversations, without owning renewal negotiation or outcome. Relationship & Business Reviews - Own delivery of QBRs/EBRs for assigned accounts, coordinating with Account Management on any commercial content. - Own the operational components of the account strategic plan, with Account Management owning the commercial components. What This Role Does Not Own These boundaries exist specifically to prevent the ownership overlap this function was created to fix: - Contract negotiation, pricing, or quota — CSM does not carry a number and does not negotiate terms. - Renewals — owned by Account Management in all cases; CSM provides health input only. - Individual ticket resolution — owned by Tier 1/Tier 2 Support; CSM is not a pass-through for routine tickets. - Deployment configuration or go-live delivery — owned by the Deployment team; CSM is consulted, not accountable, during implementation. - Project plans for recovery or remediation efforts — owned by PMO; CSM owns the relationship, not the plan. Responsibility Matrix Drawn directly from the finalized Cross-Functional Ownership Model & RACI. R/A = Responsible/Accountable for that activity. Responsibility Area What the CSM Owns Boundary / Handoff Onboarding & Adoption Owns onboarding success plan and adoption/engagement plan once an account hands off from Deployment. Deployment owns the technical build and go-live; CSM owns what happens after the client is live. Ongoing Relationship (Operational) Owns the day-to-day operational relationship — usage, satisfaction, and value realization. Account Management owns the commercial relationship and all renewals, with no exceptions. Health Scoring & Risk Signal Owns health score and risk flagging for assigned accounts. Built from data — case volume/severity, adoption, sentiment — not relationship intuition alone. Voice of Customer Owns VoC /sentiment signal generation for assigned accounts. Feeds the Client Success Leader's aggregated, prioritized signal to Product leadership. Support Escalation Handling Takes ownership of escalations Support elevates per defined triggers (repeat root-cause issues, relationship-risk language, SLA breaches, contract/scope mentions, unresponsive clients, contact changes). CSM is not a pass-through for routine tickets — Tier 1/Tier 2 Support resolves individual tickets solo. AM Escalation Handling Owns Tier 1 AM escalations directly; shares Tier 2 ownership with the Client Success Leader. AM logs the initial case record and remains a watcher/CC — CSM enriches, owns, and resolves. Complex Recovery / Remediation Owns the client relationship through complex issue resolution, optimization, and multi-phase recovery efforts. PMO owns the project plan; Deployment is consulted if the issue is configuration-related. Expansion Signal Identifies and flags expansion opportunities surfaced through operational engagement. Account Management owns pursuit, negotiation, and close. Renewal Support Provides health input into the renewal process. Account Management owns renewal negotiation and the outcome. QBR / EBR Delivery Owns delivery of Quarterly/Executive Business Reviews for assigned accounts. Coordinates content with AM where commercial topics are relevant. Account Strategic Plan Owns the operational components of the account strategic plan. Account Management owns the commercial components. Cross-Functional Collaboration - Support Leader & Tier 1/2 teams: day-to-day partners on the escalation path defined above; friction is worked out peer-to-peer, with the Client Success Leader as tie-break only when the two can't reach agreement. - Account Management: primary interface for escalation handoffs and health input into renewals; AM and CSM don't share a leader, so this path runs through the structured escalation case log, not informal contact. - PMO & Deployment: shadow deployments pre-handoff; partner on complex recovery efforts where a situation has outgrown a normal ticket. - Client Success Leader: aggregates CSM-generated health and VoC signal into the structured set presented to Product leadership. Success Metrics - Adoption and engagement trend across assigned accounts - Accuracy and timeliness of health scores relative to realized outcomes (churn and escalation) - Escalation handling: time to acknowledge, time to resolve, recurrence rate - QBR/EBR delivery consistency and quality - Quality and actionability of VoC signal delivered to Product ## Qualifications - 3+ years in a client success, account management, or client-facing operational role, ideally in healthcare, occupational health, or B2B SaaS - Comfort working from data — case trends, adoption metrics, health scores — rather than relationship instinct alone - Strong written and verbal communication; able to manage escalations calmly under client pressure - Experience partnering cross-functionally with Support, Deployment/PMO, and Sales/Account Management functions - Familiarity with occupational health EMR workflows a plus (case management, OSHA surveillance, work comp integrations) - Travel  up 10% per month (many months will not require any travel) ## About Medical Informatics Engineering/Enterprise Health ## Company Overview - **One-liner**: Medical Informatics Engineering (MIE) develops cloud-based health information technology solutions, including its occupational health platform Enterprise Health and its ambulatory EHR WebChart, serving hospitals, health systems, employers, and government agencies. - **Entity Type**: Private (established, bootstrapped/self-funded profile) - **Headquarters**: Fort Wayne, Indiana, USA - **Founded**: 1995 - **Founders**: Doug Horner (Founder and CEO) ## Core Business - **Primary industry/industries**: Healthcare Information Technology (Health IT), Occupational Health Software, Electronic Health Records (EHR) - **Target customers**: Hospitals and health systems, physician practices, Fortune 500 employers, occupational medicine providers, government agencies (B2B and B2G) - **Mission or purpose statement**: To deliberately harness the power of health information to enhance the practice of medicine [mieweb.org](https://mieweb.org/) ## Products & Services - **[Enterprise Health](https://mieweb.org/)**: A comprehensive occupational health software platform that combines clinical, occupational, and employee engagement on a single platform. Used by employers, hospitals, health systems, occupational medicine providers, and government agencies to manage worker compliance, medical surveillance, and employee health. - **[WebChart](https://mieweb.org/)**: One of the first certified electronic medical records (EHR) in an ambulatory setting. A web-based, minimally invasive EHR designed for physician practices, medical specialties, and urgent care providers. - **[BlueHive](https://mieweb.org/)**: A workforce health solution designed to help the workforce and occupational healthcare providers fulfill demand. - **Patient Engagement Solutions**: Electronic patient portals and personal health record (PHR) solutions designed to engage patients and foster electronic information sharing across the care continuum. - **Health Information Exchange (HIE)**: Technology that powers services connecting employers and occupational health providers, streamlining transactions and reducing friction in medical surveillance. - **Purpose-built Solutions**: Custom capabilities including an app plug-in for TIFF image viewing and a secure email solution for safely sharing Protected Health Information (PHI). ## Market Standing - **Valuation/Market Cap**: Not publicly available (Private company) - **Key Metric**: Not publicly available. MIE has operated for over 28 years as a stable, privately-held company. - **Notable Investors/Partners**: Not disclosed (appears to be founder-led and self-funded) - **Growth Signals**: The company recently unveiled a new logo after 28 years in business, signaling a commitment to innovation and the next era of growth. They are actively hiring for senior remote roles (Chief Technology Officer, Senior Product Manager – AI, Chief Information Security Officer), indicating investment in AI and modern SaaS capabilities. The company serves clients globally on a SaaS basis [mieweb.org](https://mieweb.org/). ## Competitive Advantages - **Longevity and Stability**: Operating since 1995, MIE has deep domain expertise and a proven track record in healthcare IT, being "ahead of the cloud" before the term existed. - **Certified and Specialized**: Their EHR (WebChart) was one of the first certified in an ambulatory setting, and Enterprise Health is a comprehensive, certified occupational health solution. - **Single Platform Approach**: Combines clinical, occupational, and employee engagement on one platform, reducing complexity for clients who manage worker health. - **Innovation Engine**: Described as the "innovation engine" for business units across hospitals, physician practices, employers, and government agencies [mieweb.org](https://mieweb.org/). ## Strategic Focus - **AI Integration**: Actively recruiting a Senior Product Manager – AI, suggesting a strategic push to integrate artificial intelligence into their health IT platform. - **Innovation and Brand Refresh**: The recent logo change and focus on "cutting-edge specialized solutions" indicate a renewed emphasis on innovation and market visibility. - **Remote-First Workforce**: Embracing a "work from home is here to stay" policy, with many leadership and engineering roles listed as fully remote [mieweb.org/join-our-team](https://mieweb.org/join-our-team/). - **Global SaaS Expansion**: Deploying applications on a SaaS basis to support clients worldwide, with a focus on scalable cloud infrastructure (CentOS, Debian, Ansible, AWS). ## Why Work Here - **Meaningful Impact**: Employees work on technology that directly affects how clinicians and physicians document patient care worldwide [mieweb.org/join-our-team](https://mieweb.org/join-our-team/). - **Remote-First Culture**: The company explicitly states "Work from home is here to stay," and many roles (including CTO, CISO, DevOps, and Product) are fully remote. - **Comprehensive Benefits**: Includes 401(k) with company match, generous PTO, quarterly bonus program, group insurance, paid holidays, short-term disability, maternity/parental/adoption leave, tuition and professional dues reimbursement, and an employee referral bonus program [mieweb.org/join-our-team](https://mieweb.org/join-our-team/). - **Annual Employee Conference**: The "MIE Academy" is an annual employee conference where the team comes together to share insights and learn about the latest in healthcare IT. - **Engineering Culture**: Uses modern DevOps tools and practices (CentOS, Debian, RHEL, Ansible, Vagrant, Proxmox, GitHub). Internships and cross-functional collaboration are encouraged. - **Stability with Growth**: A 28+ year-old company that is stable yet investing in new areas like AI and senior leadership, offering a balance of security and forward momentum. ## Sources 1. [mieweb.org](https://mieweb.org/) 2. [mieweb.org/about](https://mieweb.org/about/) 3. [mieweb.org/join-our-team](https://mieweb.org/join-our-team/) 4. [job-boards.greenhouse.io/medicalinformaticsengineering](https://job-boards.greenhouse.io/medicalinformaticsengineering) 5. [job-boards.greenhouse.io/medicalinformaticsengineering/jobs/4062585009](https://job-boards.greenhouse.io/medicalinformaticsengineering/jobs/4062585009) ## Other roles at Medical Informatics Engineering/Enterprise Health - [Deployment Advisor- EMR/EHR](https://feeny.ai/job/deployment-advisor-emr-ehr-medical-informatics-engineering-enterprise-health-x58rjxqfkn5y) - [PMO Manager](https://feeny.ai/job/pmo-manager-medical-informatics-engineering-enterprise-health-remote-az0vpnmayvb7) - [Director of Strategic Account Sales](https://feeny.ai/job/director-of-strategic-account-sales-medical-informatics-engineering-enterprise-16c587e2vat7) - [Project Manager](https://feeny.ai/job/project-manager-medical-informatics-engineering-enterprise-health-remote-d0qqgc9vqpz2) - [Product Manager – Enterprise Health](https://feeny.ai/job/product-manager-enterprise-health-medical-informatics-engineering-enterprise-yypw3q5ertzn) - [Application Support Specialist- EMR](https://feeny.ai/job/application-support-specialist-emr-medical-informatics-engineering-enterprise-67qffvkvnqxe) - [Development Intern](https://feeny.ai/job/development-intern-medical-informatics-engineering-enterprise-health-fort-wayne-4hybvx1cw1na) — Fort Wayne, IN - [Client Success Manager](https://feeny.ai/job/client-success-manager-epic-brokers-united-states-z499gbf5f710) — United States - [Client Success Manager](https://feeny.ai/job/client-success-manager-verra-mobility-mesa-mqby2eedvwrg) — Mesa, AZ - [Client Success Manager](https://feeny.ai/job/client-success-manager-verra-mobility-mesa-zceyj6dg1nz9) — Mesa, AZ