Client Success Manager

About the Role

The Client Success Manager plays a critical role in ensuring the successful implementation, onboarding, adoption, and ongoing success of ConnectCare with Remote Monitoring customers. This position can be on-site or remote based on business needs.

Responsibilities

• Manage the ConnectCare Pipeline (20%):
  • Generate, maintain, and analyze pipeline reports to determine focus areas and target accounts for a service zone (1 Area Vice President and 8 to 12 District Service Managers).
  • Lead pipeline meetings to ensure the right customer accounts are targeted and moved through the pipeline efficiently.
  • Educate District Service Managers and Equipment Service Technicians on the value of ConnectCare with Remote Monitoring.
  • Conduct ConnectCare portal demos and secure customer commitment in partnership with the District Service Manager, often including SPD leadership (managers, directors, and VPs).
• ConnectCare Project / Implementation Management (50%):
  • Interact with Sales, Service, Vendor teams, and peers to ensure successful delivery and implementation of SaaS solutions.
  • Coordinate and oversee SaaS implementation and manage onboarding for customers to ensure seamless execution.
  • Develop implementation schedules and project plans, conduct project kick-off meetings, and distribute specifications and materials.
  • Manage project timelines, communicate updates and changes, and identify potential delays.
  • Convey project status to leadership and customers, and develop visual management reports and metrics.
• ConnectCare Account Management (20%):
  • Act as an escalation point for customer or field service questions, ensuring smooth handoffs and resolution transparency.
  • Execute customer onboarding activities, including setting up and training ConnectCare portal users, and provide post-implementation support.
  • Develop and maintain training and implementation materials.
  • Monitor process performance, customer usage, and retention, updating tools as new releases are implemented.
• Software Solution Product Owner (10%):
  • Serve as the business process owner for digital tools enabling Client Success Processes (e.g., onboarding workflow automation, cybersecurity questionnaire automation, digital adoption platform).
  • Lead process design, document requirements, configure SaaS solutions, and collaborate with development teams for consistent customer experiences.
• Other Duties:
  • Identify and define requirements to enhance the SaaS implementation process and meet service goals.
  • Recommend improvements to streamline business processes for SaaS delivery.
  • Develop and improve knowledge bases and self-service tools using lean principles.
  • Maintain collaborative relationships with development teams to understand software upgrades and recommend implementation strategies.
  • Ensure processes are followed by field and back-office teams, escalating as needed.

Requirements

• Bachelor’s degree and 5+ years of relevant professional work experience.
• 3+ years of project management experience (from kickoff to completion).
• 3+ years of customer/client service experience.
• Ability to work effectively with customers, field service, and back-office teams, adapting to customer preferences for communication and training.
• Customer-first mindset with strong relationship-building skills.
• Demonstrated project management leadership, resilience, and ability to drive projects through completion.
• Ability to lead pipeline processes, advise District Service Managers, and conduct customer demos.
• Strong aptitude for new technology and continuous improvement.
• Proficiency in Microsoft Office software products.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Highly motivated, self-starter capable of handling multiple projects in a fast-paced environment.

Preferred Qualifications

• Certification as a Project Management Professional (PMP).
• Sales or Account Management experience.
• Proximity to Mentor, Ohio HQ (remote work may be considered).

Benefits

• Competitive pay.
• Extensive paid time off and 9 additional holidays.
• Comprehensive healthcare, dental, and vision benefits.
• 401(k) with company match.
• Long/short-term disability coverage.
• Parental leave.
• Additional benefits/discounts (e.g., pet insurance).
• Continued training and education programs.
• Opportunities for advancement in a stable, long-term career.

Pay

Pay range for this opportunity is $87,000 to $97,000, depending on skillset and experience. This position is eligible for bonus participation. Minimum pay rates will comply with county/city minimums if higher than the listed range.