Manager, CX

About ThoroughCare, Inc.

ThoroughCare, Inc. is a healthcare technology platform, founded in 2013 and headquartered in Pittsburgh, PA.  Our targeted solutions assist various Healthcare Professionals, Payers, ACOs, Pharmacies, Hospitals and other HCQP organizations with their participation in value-based care management and wellness programs - whether it's fee-for-service, shared-risk or capitation-based. Our focus is on the combination of improved patient quality of life, reduced spending, and increased revenue. ThoroughCare software is currently used to support over 1,000,000 patients across nearly 700 primary care and specialty practices across the United States.

We are driven by our passion to improve the quality of life for every person we encounter. Our mission is to simplify integrated whole patient care by extending the care setting beyond the facility and into the patient home, empowering care teams through features designed with clinicians in mind, and we are looking for motivated and experienced individuals to join us on our journey.

For more information about ThoroughCare:  http://www.thoroughcare.net/

About the role

ThoroughCare is investing in scaling our growth team to support the continued expansion of our clients, and is looking for a Manager, Client Experience with a strong professional background in healthcare, specifically within the care management, care coordination, and care navigation market.

The Manager, Client Experience leads our Client Experience team and is accountable for the retention, satisfaction, and growth of our existing client partnerships. You will coach and develop a team of Client Experience professionals while serving as a strategic advisor to key accounts. You will lead program implementations, allocate team resources, facilitate ongoing client business goal and strategy discussions, identify expansion opportunities, and partner with Sales to close them.

This role will serve as a critical partner to our Product Management team to ensure the ThoroughCare product roadmap includes customer-needed capabilities that are timely, compliant, and market relevant.

The Manager, Client Experience will have the opportunity to use their experience and skills in an environment that fosters continuous learning and growth and a highly collaborative team atmosphere. This includes the chance to learn from the executive team and the potential for future leadership roles at a rapidly growing healthcare software company.

This position is based in Pittsburgh, PA, and candidates who can work from our headquarters are preferred. Remote candidates located in the U.S. will also be considered.

What you'll do

• Lead, coach, and develop a team of Client Experience professionals, setting clear goals tied to the Annual Operating Plan (AOP) and holding regular one-on-ones and performance reviews.
• Allocate team resources across client implementations, onboarding, and ongoing support so every client receives consistent, high-quality service.
• Own retention of the client base, with a target of 95% or higher, by monitoring account health, identifying at-risk clients early, and leading save plans.
• Execute Strategic Business Reviews to identify client needs and pain points that would benefit from expanded services.
• Build relationships with departmental buyers, clinical leaders, and executive sponsors within existing accounts.
• Identify upsell and expansion opportunities, develop ROI-driven business cases, and partner with Sales to close expansion revenue as defined in the AOP.
• Develop and maintain a growth plan for each key client, positioning ThoroughCare as a long-term strategic partner.
• Share client feedback and market needs with Product Management to shape the product roadmap.
• Report on team and portfolio performance, including retention, expansion, and client satisfaction, to the VP, Clinical Services.

Qualifications

Required

• Bachelor’s degree
• 5+ years of experience in healthcare, healthcare technology, or healthcare services
• 3+ years in a client-facing role such as account management, customer success, or client services
• 2+ years of experience leading, coaching, or supervising a team
• Proven track record of retaining clients and growing revenue within an existing customer base
• Ability to translate technical product features into ROI-driven business cases for healthcare executives
• Demonstrated ability to build relationships and achieve alignment with clients and internal teams
• Strong written and verbal communication skills, with a track record of presenting clinical and business value to senior management

Preferred

• Experience with Chronic Care Management, Remote Patient Monitoring, Care Management, and/or Value-Based Care
• Clinical background (note that this is not a clinical care delivery position)
• Experience at a healthcare software (SaaS) company or another fast-growing, evolving organization
• Experience using a CRM such as HubSpot or Salesforce

Compensation and Benefits

• Salary: $110,000 to $135,000 per year, based on experience, qualifications, and location
• Bonus: Eligible for the annual company bonus pool, based on company performance. This role is not commission-based.
• Benefits: Health insurance, paid vacation, 401(k), and career advancement opportunities

This position is full-time and available immediately.  Benefits include health insurance, paid vacation, 401k, and career advancement opportunities.  This is an excellent opportunity to build your career with a growing healthcare software company. 

Candidates may be asked to take a skills test to further determine qualifications for the role.  

All candidates are subject to a background check and must be authorized to work in the United States.  Please note that ThoroughCare is an Equal Opportunity Employer. We celebrate diversity and are fully committed to maintaining an inclusive environment for all employees that is free of discrimination and harassment.