Job Summary

The Client Success Manager (CSM) is responsible for driving value, sustained engagement, and account growth across mPulse’s top-tier client base. This role ensures exceptional client experiences by proactively managing relationships, enabling platform adoption, and providing strategic partnership and consultation. The CSM partners cross-functionally to align client goals with mPulse capabilities, supports product utilization, and oversees success metrics tied to retention, adoption, and satisfaction. This role directly manages Client Success Analysts (CSAs), providing coaching, onboarding, and performance support in alignment with program, departmental, and organizational goals.

Duties/Responsibilities

• Client Retention & Engagement: Maintain ongoing engagement with assigned clients to support renewals, mitigate churn risk, and strengthen long-standing partnerships.

• Account Planning: Develop strategic account roadmaps and objectives in collaboration with internal client strategy stakeholders to support measurable outcomes.

• Strategic Facilitation: Lead onsite and virtual client meetings, including preparing agendas, presentation materials, and actionable follow-ups.

• Client Support: Respond to client inquiries and guide platform usage, troubleshooting issues in partnership with internal support and subject-matter experts.

• Issue Resolution: Identify, document, and escalate client issues to internal teams, ensuring timely resolution and communication.

• Team Leadership: Coach and support Client Success Analysts, balancing workload, clarifying expectations, and contributing to performance and development discussions.

• Performance Management: Provide ongoing feedback for assigned CSAs, participate in performance evaluations, and reinforce adherence to team standards and processes.

• Product Expertise: Maintain a current understanding of mPulse platform capabilities, industry trends, and best practices to guide clients effectively.

• Training & Enablement: Deliver or coordinate client onboarding, product demonstrations, and targeted training sessions to support adoption and utilization.

• Client Feedback Loops: Capture, document, and communicate client insights and enhancement needs to internal product and engineering teams.

• Documentation: Create and update internal and external knowledge resources, documentation, and reference materials to support scalable client self-service.

• Communication: Ensure timely and professional communication through all channels, including email, meetings, and support ticketing platforms.

• Metrics Monitoring: Track and report client success metrics including CSAT, NPS, platform adoption, response times, and escalation resolution.

• Project Tracking: Monitor progress on configuration, enhancement requests, and development initiatives from planning through delivery.

• Cross-Functional Collaboration: Partner closely with internal teams such as Product, Engineering, Sales, and Operations to support client outcomes and internal alignment.

• Other duties as assigned.

Skills/Abilities/Experience

• Demonstrated success managing enterprise client relationships within a SaaS, healthcare, or digital engagement environment.

• Minimum of 5+ years of client-facing experience, including 2+ years leading or coaching team members, driving measurable improvements in client satisfaction or retention.

• Strong communication skills with the ability to translate complex information into actionable insights for clients and internal teams.

• Proficiency using CRM and customer support platforms; ability to interpret customer metrics to drive decision-making.

• Skilled in leading strategic conversations with executive-level decision makers.

• Effective problem-solver with the ability to identify root causes and coordinate cross-functional solutions.

• Ability to balance multiple priorities, manage deadlines, and operate in a fast-paced, highly collaborative environment.

• High comfort with ambiguity; able to adapt to changing client and business needs.

Minimum Qualifications

• BA/BS degree in Business, Communications, Technology, Healthcare Administration, or related field; or equivalent professional experience.

• Ability to travel up to 10% — 15% for onsite client meetings or internal events.

• Experience in regulated or compliance-sensitive industries (healthcare preferred).

• Must be authorized to work in the United States.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 10 lbs.