Client Success Manager

Role Overview

As a Client Success Manager (remote, based in the United States), you will partner with enterprise healthcare clients to maximize the value of technology solutions. You’ll manage a portfolio of client relationships, driving adoption, retention, and long-term growth through proactive engagement and data-driven insights.

Key Responsibilities

• Own success and growth for a portfolio of healthcare clients by building trusted relationships and ensuring measurable business value.
• Serve as the primary post-implementation point of contact for enterprise clients.
• Build executive-level partnerships with operational leaders and senior decision-makers.
• Lead strategic client meetings, business reviews, and engagement sessions connecting solution usage to organizational priorities.
• Monitor account health, adoption metrics, and utilization trends to identify risks, opportunities, and improvement areas.
• Create structured adoption plans and translate client objectives into use cases, success metrics, and improvement strategies.
• Drive retention by identifying renewal risks and supporting long-term customer loyalty.
• Identify and pursue expansion opportunities, partnering with Sales on growth initiatives.
• Coordinate resolution of complex client issues by working with internal teams and ensuring clear ownership and outcomes.
• Maintain accurate account records in CRM, including documentation, health scores, contract details, and opportunity tracking.
• Collaborate with cross-functional teams (Implementation, Delivery, Product, Engineering) to share feedback and improve customer experience.

Requirements

• 5+ years in a client-facing role within healthcare IT/operations, implementation, account management, or customer success.
• Proven experience managing complex enterprise accounts with multiple stakeholders.
• Demonstrated results improving retention, adoption, expansion, and/or business outcomes.
• Experience with CRM platforms, preferably Salesforce, and reporting to manage account performance.
• Strong ability to interpret operational data, identify trends, and turn insights into customer-facing strategies.
• Excellent written and verbal communication skills; comfortable presenting to senior stakeholders.

Nice-to-Haves

• Not explicitly stated.