Client Success Manager
Salary: $70,000–$85,000 per year, depending on experience
Location: Remote, US
Schedule: Full-time
About the role
Via is partnering with a growing healthcare technology business to recruit a Client Success Manager. You'll manage relationships with a portfolio of healthcare and wellness businesses using a virtual health-screening platform. Your focus will be making sure clients have a great experience, get value from the service and receive the support they need to build a successful long-term partnership. This is a varied, relationship-focused role combining customer success, account management, onboarding, retention and problem-solving.
You'll work closely with Sales, Operations, Clinical and Billing teams to resolve issues, improve the customer experience and identify opportunities to strengthen and grow accounts.
Responsibilities
- Manage a portfolio of client accounts and build strong, long-term relationships
- Act as a main point of contact for customers throughout their relationship with the business
- Guide new clients through onboarding and help them get up and running successfully
- Understand each client's goals, challenges and priorities
- Proactively check in with customers and make sure they're getting value from the service
- Take ownership of client questions and issues through to resolution
- Coordinate with Operations, Clinical, Sales and Billing teams to solve customer problems
- Identify opportunities to improve customer satisfaction and retention
- Spot opportunities to grow and expand existing accounts
- Advocate for customers internally and make sure their feedback is heard
- Identify recurring customer challenges and recommend improvements
- Maintain accurate account information and activity within the CRM
- Manage multiple client priorities while keeping customers informed
- Build relationships with stakeholders ranging from front-desk teams to healthcare professionals and business owners
- Contribute to improving onboarding and wider customer success processes
Requirements
- 2+ years' experience in Customer Success, Account Management, Client Services or a similar customer-facing role
- Experience managing your own portfolio of customer accounts
- Strong relationship-building and customer service skills
- Confidence communicating with customers over email, phone and video
- The ability to manage multiple accounts and priorities effectively
- A proactive approach to customer relationships rather than waiting for problems to arise
- Strong problem-solving skills and the confidence to take ownership of issues
- Good commercial awareness and an understanding of customer retention and account growth
- Experience collaborating with different internal teams to resolve customer needs
- Strong written and verbal communication skills
- Experience using a CRM and common business tools
- The ability to work independently and communicate proactively in a fully remote environment
- A flexible approach and confidence working in a growing business where processes may change
Healthcare, health-tech, med spa or SaaS experience would be useful, but isn't essential. We're interested in strong customer success and account management candidates from other industries who can demonstrate excellent relationship management and ownership.
Benefits
- Unlimited flexible PTO
- Paid holidays
- 100% company-sponsored medical, dental and vision plans
- 401(k) plan
- Life insurance
- Long-term disability insurance
- Up to $50 per month towards health and fitness
- Company-provided laptop
- Employee recognition and incentives
- Virtual team events and collaboration