Client Success Manager

Role Overview

• Serve as the primary point of contact for assigned clients, ensuring exceptional customer experience and timely issue resolution.
• Conduct proactive client outreach in alignment with performance metrics to maintain strong engagement and satisfaction.
• Deliver product demonstrations and training to enhance client understanding, utilization and overall value of licensed products.
• Collaborate across departments (e.g., Sales, Support, Product, Finance) to ensure seamless communication and resolution of software performance issues.
• Document and track all client interactions using Salesforce, Excel or prescribed methods, ensuring accuracy and visibility.
• Maintain client renewal rates at or above company targets by driving client engagement and satisfaction.
• Identify and address at-risk accounts, developing improvement plans to proactively mitigate churn.
• Monitor account health and update client records to reflect accurate and real-time data.
• Support client retention initiatives, ensuring clients receive maximum value from their investment.
• Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales representatives to drive expansion.
• Maintain a referenceable customer base, supporting sales and marketing initiatives by leveraging satisfied clients.
• Engage in marketing-led client success initiatives, following up on leads and ensuring high customer satisfaction.
• Respond to inbound client inquiries in accordance with performance standards, resolving issues effectively, and enhancing the client experience.
• Facilitate successful account transitions post-sale/implementation by participating in kick-off calls and ensuring a smooth handoff.
• Process administrative work (e.g., credit memos, support escalations) as needed.
• Maintain compliance by ensuring all customer interactions adhere to industry regulations and company policies.
• Perform additional responsibilities as assigned based on business needs.

Requirements

• 2+ years of experience in a healthcare office setting, preferably in ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa.
• Strong customer service skills with a problem-solving mindset.
• Excellent written and verbal communication skills, with the ability to articulate complex concepts effectively.
• Highly organized with strong judgment and interpersonal skills.
• Ability to travel up to 10%, including occasional weekends.
• Experience in client success or account management, preferably in SaaS, healthcare technology, or a customer-facing role.
• Bachelor’s degree in a related field or equivalent work experience.
• Understanding business strategy and ability to align client interactions with broader company goals.
• Proficiency in CRM tools such as Salesforce.

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 11 paid holidays
• Your Day Your Way
• Celebrate a day of cultural or social significance to you
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave (After 6 months with the company)
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment