Client Success Manager

About the Role

This position is offered on behalf of a partner organization operating in the United States. The Client Success Manager will serve as a strategic ally for enterprise healthcare clients, guiding them to fully leverage technology solutions that enhance operational performance.

You will oversee a group of client accounts, increasing user adoption, retention rates, and long-term development through proactive communication and analytical insights.

This role demands a combination of relationship management expertise, business acumen, and operational knowledge to align client objectives with tangible outcomes.

Collaboration across product development, engineering, services, and sales teams is essential to address challenges and uncover growth opportunities.

As a trusted consultant to healthcare entities, you will influence senior decision-makers and facilitate meaningful advances via technology implementation.

This opportunity allows remote work within the United States for professionals who excel in complex settings and appreciate cultivating enduring client partnerships.

Responsibilities

• Serve as the main liaison for assigned healthcare enterprise clients post-deployment, cultivating strong and lasting client connections.
• Establish and maintain executive-level relationships with key stakeholders, such as operational leads and top decision-makers.
• Lead strategic discussions, business reviews, and engagement meetings linking solution utilization to organizational goals.
• Track account health, usage metrics, and trends to spot opportunities and risks for improvement.
• Design structured adoption strategies to help customers optimize tool usage and capabilities.
• Convert client goals into measurable success criteria and concrete improvement plans.
• Manage retention by identifying risk factors, monitoring account status, and supporting ongoing customer loyalty.
• Pinpoint expansion potentials and collaborate with sales teams on additional offerings and growth prospects.
• Facilitate resolution of complex client concerns by coordinating internal teams and overseeing ownership, timing, and results.
• Keep detailed records of accounts, stakeholders, health metrics, contracts, and opportunities in CRM platforms.
• Work with implementation, product, and engineering teams to relay client feedback and enhance customer experience.

Requirements

• Minimum five years of client-facing experience in healthcare IT, healthcare operations, implementation, account management, or customer success.
• Proven capability managing complex enterprise accounts with diverse organizational stakeholders.
• Track record of boosting customer retention, adoption, expansion, or overall outcomes.
• Familiarity with CRM systems, preferably Salesforce, and proficiency in reporting functions to assess account health.
• Strong skills in analyzing operational data to identify trends and develop customer-oriented strategies.
• Excellent verbal and written communication, confident presenting to executive audiences.
• Exceptional relationship-building talents to become a trusted adviser for clients.
• Ability to juggle various priorities, coordinate multiple teams, and push initiatives ahead.
• Analytical problem-solving aptitude to navigate complex client issues efficiently.
• Bachelor’s degree or equivalent professional experience required.
• Experience collaborating with hospitals, health systems, clinical technology, or related healthcare organizations preferred.
• Willingness to travel up to 25% as necessary.

Benefits

• Remote work available within the United States.
• Comprehensive medical, dental, and vision insurance with no employee premiums.
• Life insurance and accidental death & dismemberment coverage.
• Flexible Spending Accounts for healthcare, dependent care, and commuting expenses.
• 401(k) retirement savings with related benefits.
• Tuition reimbursement programs.
• Paid holidays and vacation time.
• Paid parental leave and military leave for qualifying employees.
• Engagement in technology that positively influences healthcare services and patient care.