Director, Clinical Solutions Customer Success

Position Summary 

The Customer Success Manager, Digital Tools position will 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 Care Product team, implementation partners, and client stakeholders to deliver high-impact product demonstrations, client trainings, documentation, and ongoing subject matter expertise. 

This is a highly client-facing, hands-on role 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 scalable and high-touch client implementations and go-lives.  

Position Responsibilities: 

• Lead live product demos and facilitate trainings for clients during implementation and post-launch, ensuring stakeholders understand how to effectively use the platform. 

• Translate product workflows and functionality into clear, engaging training sessions and documentation tailored to different client audiences. 

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

• Configure client‑specific portals within Judi and support user acceptance testing (UAT) to ensure successful implementation and launch. 

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

• Coordinate and track large‑scale client migrations, including maintaining migration plans, status tracking, dependencies, timelines, and stakeholder communication. 

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

• Partner closely with Product teams to stay current on roadmap priorities, feature changes, and workflows, and collaborate with the Implementation and Account Management teams to align on operational impacts and client needs. 

• Act as a trusted Judi Care product expert in client meetings and cross-functional workstreams. 

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

• Provide input into release readiness by assisting with testing, drafting release notes, and anticipating client training needs. 

• Enable internal 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, prescription savings) preferred. 

• Proficiency with 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 

• Ability to travel up to 5–10%