Customer Success Manager

Responsibilities

• Build, develop, and maintain strong relationships with existing and prospective clients.
• Serve as a trusted advisor and primary point of contact for assigned accounts.
• Understand client needs and proactively identify opportunities to improve customer satisfaction.
• Foster long-term partnerships through consistent engagement and personalized service.
• Identify and engage prospective clients through networking, referrals, and business development initiatives.
• Support the sales process by building relationships with potential customers and understanding their business needs.
• Collaborate with Sales teams to convert prospects into long-term clients.
• Participate in client presentations, meetings, and onboarding activities.
• Manage a portfolio of client accounts while ensuring high levels of customer satisfaction.
• Cook up coordination with internal teams to ensure timely delivery of products and services.
• Maintain regular communication with clients through meetings, calls, emails, and virtual sessions.
• Provide updates on products, services, enhancements, and organizational initiatives.
• Coordinate internal communication to ensure timely resolution of customer requests.
• Deliver exceptional customer service across all client interactions.
• Partner with Sales, Customer Success, Operations, Marketing, and Leadership teams to deliver a seamless customer experience.
• Communicate client feedback and market insights to internal stakeholders.
• Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
• Maintain accurate client records and account activities within CRM systems.
• Track client engagement, retention, renewals, and satisfaction metrics.
• Prepare account reports and relationship updates for leadership.
• Monitor KPIs related to customer success and account growth.

Qualifications

• Required:
• Bachelor's degree in Business Administration, Marketing, Communications, Healthcare Administration, or a related field.
• 5+ years of experience in Customer Relationship Management, Account Management, Client Success, Business Development, or Customer Service.
• Proven experience managing client relationships and driving customer retention.
• Strong interpersonal, negotiation, and relationship-building skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple client accounts in a fast-paced environment.
• Strong organizational, problem-solving, and time management skills.
• Proficiency with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar tools.
• Experience using Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).
• Preferred:
• Experience in Healthcare, HealthTech, Healthcare SaaS, or B2B services.
• Experience supporting enterprise or strategic accounts.
• Knowledge of customer lifecycle management and account growth strategies.
• Familiarity with customer success metrics, retention strategies, and client engagement best practices.
• Experience collaborating with cross-functional teams in a customer-centric environment.