Client Success Manager

Key focus areas

• Own a portfolio of health system accounts, driving retention, satisfaction, and growth
• Build and maintain strong relationships with C-suite and senior stakeholders across client organizations
• Lead strategic account planning and quarterly business reviews (QBRs) tied to measurable outcomes
• Drive product adoption and engagement across client organizations, ensuring long-term value realization
• Identify and execute opportunities for account expansion (additional sites, services, or programs)
• Partner cross-functionally (product, clinical, ops) to advocate for client needs and influence roadmap priorities
• Track and analyze key success metrics, including activation, engagement, clinical outcomes, and satisfaction
• Proactively identify risks and develop mitigation strategies to ensure client success
• Partner with CS leadership to define, refine, and continuously improve customer success best practices, processes, and playbooks as the organization grows and scales

Qualifications

• 5–8+ years of experience in client success, account management, or related roles
• Experience owning a book of business of $1M+
• Experience managing enterprise or strategic accounts, ideally within healthcare or health tech
• Proven ability to engage and influence C-suite stakeholders
• Strong track record of driving retention, adoption, and/or revenue expansion
• Comfortable navigating complex organizations and ambiguous environments
• Excellent communication, presentation, and stakeholder management skills
• Highly organized with strong project management capabilities
• Experience with CRM and analytics tools (e.g., Salesforce, Excel, or similar)