Client Success Manager

About the role

Client Success Manager Own Your Impact. At Propio, we don't believe careers happen to people. We believe people create them. Here, you're trusted to make decisions, challenge assumptions, drive innovation, and shape outcomes. Your success is not limited by hierarchy or tenure. It's fueled by your ambition, your curiosity, and your willingness to own your impact. If you're looking for a role where you can simply maintain the status quo, this probably isn't it, but if you're looking for a place where your ideas matter, your growth is accelerated, and your work creates meaningful impact across the world, we'd love to talk. Why Propio? Every day, communication changes lives. A patient receives care they otherwise couldn't access. A family gains critical information. A business connects with a customer. A community becomes more inclusive. These moments happen because barriers are removed. And behind those moments are Propio team members who show up every day to solve problems, innovate, and build the future. This isn't just work. This is world impact. As a Client Success Manager, you'll have the opportunity to make a meaningful contribution to the continued growth and transformation of Propio. You will be responsible for managing a portfolio of accounts, with a primary focus on client retention (50%), supported by sales-based expansion (30%), and client operational support (20%). In this client-facing role, you will build and nurture trusted relationships while proactively identifying opportunities to upsell and expand services. You’ll be instrumental in driving revenue growth through strategic account planning and by helping clients realize the full value of Propio’s solution. This role is located in our Overland Park, KS office and may require travel up to 20%.

Responsibilities

• Serve as the strategic point of contact for a large portfolio of clients, building and maintaining long-term relationships
• Understand and articulate each client’s needs, objectives, and policies related to effectively position Propio’s services as solutions
• Establish clear project parameters, quality standards, and communication tactics supporting the development of Client Success Administrators
• Provide data-driven insights through reporting and analytics to support client engagement, performance improvement, and strategic decision-making
• Identify and pursue expansion opportunities by upselling additional services and introducing new solutions aligned with client needs
• Manage cross-functional projects with internal teams to ensure service excellence and operational alignment
• Lead contract reviews, renewals, and negotiations with a focus on favorable terms, accurate pricing, and added value for the client
• Maintain detailed documentation of client communications and service records using CRM platforms such as Salesforce
• Resolve client inquiries related to billing, interpreter services, or quality concerns in a timely and professional manner
• Act as a Propio ambassador by delivering in-person and virtual client presentations, performance reviews, and training sessions
• Performs other responsibilities and duties assigned

Requirements

• Bachelor’s Degree or equivalent work experience
• 3+ years of prior account management, client success, or customer-facing experience, preferably in a B2B environment managing a large book of business
• Demonstrated ability to grow accounts and contribute to revenue targets through upselling or consultative expansion
• Strong communication (both written and verbal) and interpersonal skills with a customer-first mindset
• Proven ability to analyze data and deliver insights that drive client action and satisfaction
• Proficiency of Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint)
• Strong organizational skills and ability to manage multiple priorities with attention to detail
• Ability to work both independently and within a team to meet deadlines
• A self-starter who thrives in a fast-paced team-oriented environment

Preferred Qualifications

• Salesforce and Power BI experience preferred

What Makes Someone Successful Here

• Take ownership instead of waiting for direction.
• Embrace challenges as opportunities to grow.
• Continuously seek better ways of working.
• Turn ideas into action.
• Hold themselves and others accountable to high standards.
• Are driven by making a measurable impact.