Serve as the primary point of contact and trusted advisor for clients
Ensure client satisfaction, engagement, and long-term success with company products and services
Build strategic relationships and drive product adoption
Identify growth opportunities and act as a liaison between clients and internal teams
Shape client retention, satisfaction, and revenue growth
Provide strategic guidance and monitor usage patterns for product improvements
Assist new clients during onboarding and provide education on product features
Monitor and analyze client usage data to identify trends and opportunities
Present business reviews showcasing ROI and recommendations for account expansion
Maintain up-to-date client interaction records and gather feedback to improve services

Must-Haves (Required)

Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
Communication: Exceptional written and verbal communication skills with compassionate, professional approach
Strategic Thinking: Ability to understand client business goals and provide strategic guidance
Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
Adaptability: High adaptability in fast-paced, technology-driven environments

Nice-to-Haves (Preferred)

Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings
Familiarity with ADHD care, family support services, or clinical workflows
Background in SaaS, digital health platforms, or AI-powered solutions
Understanding of provider pain points and healthcare operational challenges
Experience with account growth, upselling, and revenue expansion
Exposure to HIPAA compliance and handling confidential health information
Product training or enablement experience
Experience conducting business reviews and presenting to stakeholders
Background supporting C-level executives or healthcare providers
Familiarity with clinical documentation or medical terminology

Tools Proficiency Must-Haves (Required)

Nice-to-Haves (Preferred)

Healthcare Systems: EMR (Electronic Medical Records) or EHR platforms
Project Management: Notion, Asana, Airtable, Trello, or ClickUp
Analytics: Data visualization tools or business intelligence platforms
Customer Education: LMS (Learning Management Systems) or training platforms
Automation: Zapier or workflow automation tools
Support Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar platforms

Customer Success Manager

Key skills