The Client Success Manager role is responsible for ensuring customer satisfaction and retention. You will work cross-functionally to optimize account performance, maximize product/services adoption, and track client short-term and long-term objectives. This role is critical in contributing to the company’s growth and reputation.

Key Responsibilities

• Build and maintain trusted client relationships - acting as a primary point of contact for customer inquiries and escalations and ensuring timely responses.
• Onboard new customers, providing technical support, addressing inquiries, resolving issues, and ensuring product functionality meets specifications.
• Serve as voice-of-the customer, collaborating with Product and engineering teams to address product reliability considerations and provide feedback for product improvements based on client needs.
• Develop strategies to maximize customer satisfaction and retention, identifying opportunities for upselling and cross-selling.
• Collaborate with cross-functional teams to align client success initiatives with overall company objectives and strategies.
• Work closely with finance team partners to track and stay informed of account financial performance of assigned clients
• Represent client needs and feedback within the organization, advocating for their best interests and ensuring they receive optimal service
• Track and report on key client success metrics (e.g., recurring revenue/margin, product adoption rates, satisfaction scores),providing clients with regular updates on their performance and outcomes

Required Experience & Qualifications

Minimum Qualifications:

• 3+ years in Healthcare Consulting, Customer Success or Account Management Role; preferably in digital healthcare or pharmacy industry.
• Strong technical expertise or aptitude for understanding and troubleshooting complex systems and applications.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
• Strategic thinker with a customer-centric approach and a focus on driving customer satisfaction and retention.
• Analytical mindset with proficiency in data analysis and problem-solving, able to identify trends and insights to inform decision-making.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders effectively.

Benefits:

The compensation range for this position is $80,000 - $105,000, in addition we offer a range of benefits including:

Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and up to 16 weeks of paid parental leave for a birthing parent, and up to 8 weeks of paid bonding leave for non-birthing parents, and up to 12 weeks of family caregiver leave, including 4 paid, to support care for a family member, and a Lifestyle Spending Account allowance each month.

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