Client Success Manager

Essential Functions

• In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
 
• Client Relationship Management & Engagement:
• Serve as the primary point of contact for assigned clients, ensuring exceptional customer experience and timely issue resolution.
• Conduct proactive client outreach in alignment with performance metrics to maintain strong engagement and satisfaction.
• Deliver product demonstrations and training to enhance client understanding, utilization and overall value of licensed products.
• Collaborate across departments (e.g., Sales, Support, Product, Finance) to ensure seamless communication and resolution of software performance issues.
• Document and track all client interactions using Salesforce, Excel or prescribed methods, ensuring accuracy and visibility.
• Retention & Growth Strategies:
• Maintain client renewal rates at or above company targets by driving client engagement and satisfaction.
• Identify and address at-risk accounts, developing improvement plans to proactively mitigate churn.
• Monitor account health and update client records to reflect accurate and real-time data.
• Support client retention initiatives, ensuring clients receive maximum value from their investment.
• Sales & Expansion Opportunities:
• Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales representatives to drive expansion.
• Maintain a referenceable customer base, supporting sales and marketing initiatives by leveraging satisfied clients.
• Engage in marketing-led client success initiatives, following up on leads and ensuring high customer satisfaction.
• Operational Excellence & Support:
• Respond to inbound client inquiries in accordance with performance standards, resolving issues effectively, and enhancing the client experience.
• Facilitate successful account transitions post-sale/implementation by participating in kick-off calls and ensuring a smooth handoff.
• Process administrative work (e.g., credit memos, support escalations) as needed.
• Maintain compliance by ensuring all customer interactions adhere to industry regulations and company policies.
• Perform additional responsibilities as assigned based on business needs.

Minimum Requirements

2+ years of experience in a healthcare office setting, preferably in ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa.
Strong customer service skills with a problem-solving mindset.
Excellent written and verbal communication skills, with the ability to articulate complex concepts effectively.
Highly organized with strong judgment and interpersonal skills.
Ability to travel up to 10%, including occasional weekends.

Preferred Qualifications

Experience in client success or account management, preferably in SaaS, healthcare technology, or a customer-facing role.
Bachelor’s degree in a related field or equivalent work experience.
Understanding business strategy and ability to align client interactions with broader company goals.
Proficiency in CRM tools such as Salesforce.

Working Environment/Physical Demands

• Remote work environment.
• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Long-distance or air travel as needed – approximately 10% travel.