Sr. Client Success Manager

Accountabilities

• Own the success and growth of strategic client partnerships by building trusted relationships, improving engagement, and ensuring customers achieve their goals.
• Act as a client advocate internally while collaborating with sales, product, and operational teams to deliver exceptional experiences.
• Manage a portfolio of client accounts, developing strategic and tactical plans to increase satisfaction, retention, engagement, and long-term growth.
• Serve as the primary relationship owner for clients, understanding their objectives, challenges, and priorities while ensuring their feedback is effectively communicated internally.
• Develop and execute retention strategies, renewal plans, and expansion opportunities to strengthen partnerships and drive additional value.
• Lead client communications, including business reviews, strategic meetings, events, and project updates aligned with shared goals.
• Partner with growth and sales teams to identify account expansion opportunities and maximize customer lifetime value.
• Coach and support other client success team members by sharing knowledge, best practices, and guidance.
• Collaborate with internal teams to improve client experiences, optimize processes, and support broader business initiatives.
• Create engagement programs that educate and inform employees about available solutions and services.
• Establish performance metrics, analyze client success KPIs, and use data insights to guide recommendations and improvements.
• Develop deep product expertise to confidently advise clients on features, use cases, and best practices.
• Stay informed on industry trends, customer needs, and product developments to continuously improve client outcomes.
• Support strategic initiatives that contribute to organizational goals and strengthen company culture.
• Occasionally travel for client events, meetings, and strategic initiatives.

Requirements

• Experienced client success professional with 5+ years of experience in account management, client success, customer implementation, or healthcare management.
• Proven ability to build trusted relationships with stakeholders at multiple organizational levels.
• Experience managing renewals, retention strategies, and customer expansion opportunities.
• Strong understanding of SaaS-based solutions, platforms, and technology-enabled services.
• Experience mentoring or coaching team members while managing personal account responsibilities.
• Able to use data and analytics to create compelling insights, recommendations, and business narratives.
• Strong product knowledge skills with the ability to explain solutions, demonstrate value, and advise customers effectively.
• Strategic mindset with the ability to understand client goals, identify challenges, and influence internal teams toward solutions.
• Strong problem-solving abilities and experience managing complex situations with multiple priorities.
• Excellent written and verbal communication skills with the ability to engage both technical and business audiences.
• Ability to work independently in a remote environment with strong organization and time management skills.
• Willingness and ability to travel as needed, approximately 15% of the year.

Benefits

• Competitive salary range of $99,000 - $121,000 annually.
• Fully remote work environment.
• Mental health benefits and wellness support.
• Paid vacation starting at 15 days, with additional days added over time up to 25 days.
• Paid sick and caregiving days.
• Professional development opportunities and growth initiatives.
• Generous parental leave for new parents, including support following pregnancy loss.
• Flexible work environment designed to support work-life balance.
• Opportunity to contribute to meaningful solutions that improve access to care for families.