Lead and manage trusted client relationships
acting as a primary point of contact for customer inquiries and escalations, ensuring timely responses and as a trusted advisor to ensure client health and strategic alignment.
Oversee the customer lifecycle, from strategic onboarding through retention
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.
Pioneer and execute strategies to maximize customer satisfaction and retention, actively identifying opportunities for upselling and cross-selling.
Drive alignment for client success initiatives across cross-functional teams, ensuring they are integrated with and directly contribute to overall company growth 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, analyze, 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 and strategic, data-backed recommendations for performance and outcome improvement.

5+ 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.

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

Client Success Manager

Key skills