Client Success Manager

Key Responsibilities

• Oversee the relationship and day-to-day management of the organization’s top 1000 clients, ensuring each receives high-touch, personalized service.
• Proactively advance service tasks and projects to anticipate client needs and exceed expectations.
• Monitor and resolve all client service issues, guaranteeing no concern remains unresolved or unaddressed for extended periods.
• Foster client retention by regularly engaging with decision-makers, understanding their needs, and offering solutions that enhance value.
• Track and improve Client Satisfaction (CSAT) metrics by soliciting feedback, analyzing trends, and executing improvement initiatives.
• Serve as the dedicated MedPro liaison for existing service needs.
• Respond promptly and accurately to client questions and requests, providing clear, actionable information.
• Collaborate cross-functionally with relevant teams (e.g., Operations, Product, Compliance) to deliver seamless service experience.
• Provide regular status updates and service review reports to clients and internal stakeholders.
• Identify and recommend service and process enhancements based on client feedback, market insights, and service trends.
• Customer setup process enforcement within the first 90 days of the service cycle. This role focuses on validating service details, confirming billing accuracy, establishing communication channels, and reinforcing MedPro’s support structure.
• Service Verification: Review and validate all signed services for accuracy. Confirm that services on file match the client’s understanding, including container counts, service frequencies, and add-on services. Identify and escalate any discrepancies.
• Billing Confirmation: Verify billing amounts and confirm alignment with contracted services. Confirm billing cycles (monthly, quarterly, annual). Escalate variances or concerns to internal teams.
• Contact Validation: Confirm all key client contacts: primary onsite contact, billing contact, and compliance contact for OSHA, HIPAA, and training. Ensure all contact information is accurate and updated across systems.
• Introduction to the MedPro Client Journey: Walk clients through the onboarding process and ongoing service expectations. Explain proactive communication touchpoints and how we support multi-site groups. Ensure clients understand what to expect at every stage of the relationship. Reinforce Support Resources.
• Reinforce Support Resources: Introduce the dedicated Customer Manager (CM) and clarify their role. Explain how to use the Support/Task Support System, including ticket submission and escalation paths. When applicable, introduce the Client Success Manager (CSM) and outline how they support strategic or high-volume accounts.

Qualifications

• Experience: 2+ years in B2B sales, client success, or account management; background in healthcare or multi-location services is a strong plus.
• Relationship Builder: Proven ability to grow accounts, earn client trust, and engage confidently with decision-makers and key stakeholders.
• Strong Communicator: Excellent verbal, written, and interpersonal communication skills with the ability to tailor your message to different audiences.
• Organized & Results-Driven: Skilled at managing multiple accounts simultaneously while staying focused on delivering measurable outcomes.
• Tech-Savvy: Comfortable navigating CRM platforms such as Salesforce, HubSpot, Outreach, or similar tools.
• Education: Bachelor’s degree preferred; relevant experience will be considered in lieu of a degree.

Compensation And Benefits

• Earning Potential: OTE of $75K-$85K+ with uncapped commissions—your growth is in your hands.
• Health & Wellness: Comprehensive medical, dental, and vision insurance for you and your family.
• Time Off: Generous PTO and paid holidays so you can recharge and perform at your best.
• Career Growth: Clear advancement pathways, mentorship programs, and ongoing professional training.
• Team Culture: A supportive, collaborative environment that recognizes hard work and celebrates wins.
• Mission-Driven Work: Help healthcare providers stay compliant, reduce risk, and focus on what matters most—patient care.