Responsible for strengthening and expanding R3’s strategic, clinical, and operational relationships with customers.
Ensures seamless transitions from sale to implementation, driving ongoing account performance, and identifying opportunities for retention and growth.
Serves as a trusted advisor to customers and an internal advocate, collaborating closely with Clinical SMEs, Operations, Sales, IT, Accounting, and Product.
Build, strengthen, and maintain a book of business including long-term customers, to support retention, revenue growth, and quarterly performance goals.
Serve as the primary point of accountability for customer satisfaction, strategic alignment, and performance outcomes.
Provide proactive and timely communication, education, and support to assigned customers.
Conduct recurring strategic check-ins to review service utilization, program performance, and emerging needs.
Identify, pursue, and close upsell and cross-sell opportunities to drive growth within assigned accounts.
Lead new customer onboarding, coordinating with Operations, SMEs, IT, and Accounting to ensure a seamless launch.
Maintain accurate documentation and data integrity in CRM systems (HubSpot preferred).

Demonstrated ability to build, nurture, and retain strong customer relationships.
Expertise in presenting and articulating product value; ability to serve as an SME for R3 Solutions.
Strong customer service orientation with proven success managing complex escalations.
Ability to analyze data, identify trends, and translate insights into strategies and recommendations.
Strong analytical, critical thinking, and problem-solving skills.
Proven ability to develop renewal, retention, and expansion strategies.
Excellent verbal and written communication skills; skilled presenter to diverse audiences.
High proficiency in Microsoft Office Suite, Power BI, CRM platforms (HubSpot preferred), and Copilot/AI tools.
Strong organizational skills, with the ability to prioritize competing demands and maintain accuracy.
Effective collaborator with cross-functional teams including Operations, Clinical, Sales, IT, Accounting, and Network Development.
Understanding of healthcare, EAP, benefits, or behavioral health systems and environments.
Bachelor’s degree from an accredited institution required.
4 years of experience in Account Management, Client Success, or Customer Partnerships required.
2 years of experience in EAP, behavioral health, HR benefits, or a related field, preferred.

Senior Manager, Customer Partnerships

Key skills