Client Success Manager

About the role

The Client Success Manager (CSM) drives stickiness and adoption of solutions for existing and new customer accounts post-sale. This role ensures successful deployments, product presentations, solution adoption, growth of referenceable accounts, and renewals. The CSM serves as the operational focal point once the client is in production, building trusted relationships through regular presence, performance, and communication to drive customer adoption and satisfaction.

A CSM augments the GTM Account Executive, focusing on the customer’s experience to build trust and value through operational success while identifying opportunities for growth.

Responsibilities

• Build and sustain operational relationships with cross-functional internal stakeholders, advocating for customer commitments.
• Ensure ongoing operational communication with customers, including facilitating daily updates, weekly operational reviews, and monthly or quarterly management reviews.
• Monitor and assist customers with escalations related to product, support, invoicing, license reconciliation, training, or other concerns.
• Coordinate user group meetings and user conferences.
• Secure resources for customer activity and project-manage deliverables.
• Document key customer status information in SalesForce and/or Altify for organizational visibility.
• Update customer solution profiles with relevant data, including third-party applications and site affiliations.
• Ensure annual reconciliation of license usage, identify over-subscription, and flag upsell/cross-sell opportunities to sellers.
• Identify potential sales opportunities and hand them off to the sales team.

CSMs are measured by success metrics for assigned accounts, including retention/support renewal, client satisfaction, revenue growth, leads converted to sales, and increased customer engagement in advocacy programs.

Requirements

• 5+ years of experience in enterprise-level customer-facing organizations in healthcare.
• Strong interpersonal skills and demonstrated ability to build trust.
• Strong empathy for customers and passion for meeting revenue and contribution margin targets.
• Clear verbal and written communication and strong presentation skills.
• Enthusiastic and creative leadership with the ability to inspire customers and influence at all levels.
• Highly organized with experience working in matrix environments (internally and with customers) to achieve objectives.

Preferred Qualifications

• Healthcare industry technical knowledge, such as IT networking, internet technologies, and application deployments.
• Combined background of post-sale and project management experience.

Education

Bachelor’s degree in business or computer science, or relevant business experience.

Work Environment

Remote (US) with travel up to 30% (once a month on average).

Pay

On-Target Earnings range: $94,287.85 – $141,431.77 (USD). The actual salary offered may vary based on experience, qualifications, and role requirements.

Benefits

• Remote-first/work-from-home culture.
• Flexible vacation to rest, recharge, and connect with loved ones.
• Paid leave benefits.
• Health, dental, and vision insurance.
• 401k retirement savings plan.
• Infertility benefits.
• Tuition reimbursement, life insurance, and Employee Assistance Program (EAP).