Customer Success Manager at PWP Health – Chicago, Illinois

About PWP Health

PWP Health is an innovative healthcare organization transforming lives through comprehensive behavioral health services. Our success is rooted in our core values, which drive our mission to promote community visibility, engagement, and growth in impact.

We’re building a team of passionate professionals who want to do meaningful work while driving excellence, integrity, and innovation in every area of behavioral healthcare.

The Opportunity

The Customer Success Manager (CSM) ensures that clients, families, and partner organizations receive coordinated, high‑quality support throughout their engagement with the center. This role blends relationship management, service navigation, program coordination, and outcome monitoring to promote client stability, satisfaction, and long‑term success.

What you'll do

Care Coordination

• Collaborate with clinicians, case managers, peer specialists, and external providers to ensure seamless service delivery.
• Facilitate warm handoffs between programs and partner agencies.

Onboarding & Service Navigation (Admissions)

• Guide new clients through intake, orientation, and initial service planning.
• Ensure clients understand available programs, rights, responsibilities, and treatment options.
• Identify early barriers to engagement and coordinate solutions.
• Serve as a people manager for the admissions and discharge team.

Retention & Outcomes (Discharge and Disengagement)

• Monitor client participation, appointment adherence, and engagement trends.
• Identify clients at risk of disengagement and implement proactive outreach strategies.
• Support program evaluation by tracking outcomes, satisfaction, and service utilization.

Community & Partner Relations

• Address client concerns and coordinate timely resolution with clinical and administrative teams.
• Advocate for client needs within the organization and across community systems.
• Support crisis navigation by connecting clients to appropriate internal or external resources.

Data & Reporting

• Maintain accurate documentation in the electronic health record (EHR).
• Provide insights to leadership to improve programs, workflows, and client experience.

Who You Are:

• You may have a Bachelor’s degree in social work, psychology, public health, or related field (preferred).
• You may have Experience in community mental health, case management, or human services (preferred)
• You have strong interpersonal and communication skills with a trauma‑informed, culturally responsive approach.
• You have experience working with individuals facing mental health challenges, substance use disorders, or social instability.
• You have the ability to coordinate across multidisciplinary teams and community systems.
• You have the organizational skills to manage multiple clients, priorities, and deadlines.
• You have Familiarity with EHR systems and basic data tracking.

This is a Hybrid Role, Based out of our Chicago, IL office

Why Join PWP Health?

At PWP Health, compliance isn’t just about checking boxes - it’s about protecting the people we serve and empowering our teams to do their best work. As part of that mission, we offer a full suite of comprehensive benefits that are meant to support our teams. This includes

• Competitive compensation
• Medical, Dental and Vision coverage
• 401k with company match
• Generous Paid Time Off program

The anticipated base salary range for this role is ($83,000 - $95,700), with potential bonus eligibility. Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

If you’re ready to shape the ethical foundation of a growing, values-driven healthcare organization, we’d love to meet you.

Apply today and help us build a future where integrity and impact go hand in hand.