About the Opportunity
A healthcare organization specializing in virtual-first cardiovascular care, diagnostics, and clinical programs is seeking a full-time Senior Client Success Manager in the United States. In this remote-first role, you will manage day-to-day client relationships, driving account health, product adoption, and long-term value realization. Working in close partnership with strategic account executives who lead commercial strategy, you will serve as the primary operational partner for clients from launch through ongoing program delivery, collaborating across product, operations, clinical, and engineering teams without formal people management duties.
Key Responsibilities
- Serve as the primary day-to-day advisor and contact for client accounts, managing inquiries, workflow support, and operational escalations.
- Drive program adoption, activation, and measurable value across client engagements.
- Establish clinical and operational alignment with client stakeholders, proactively identifying risks and growth opportunities.
- Lead client business reviews, performance evaluations, and success planning to meet defined milestones.
- Partner with account leadership on renewal readiness, account expansion opportunities, executive narratives, and issue resolution.
- Track and evaluate key performance metrics to optimize operational workflows and enhance patient and client outcomes.
- Collect and synthesize client and product feedback to inform internal roadmaps and strategic initiatives.
- Design and implement scalable process improvements to elevate operational efficiency and client retention.
- Mentor peers, share best practices, support team development, and assist with onboarding new colleagues.
- Contribute to departmental planning, capacity management, and organizational goals.
Required Qualifications
- 6 to 8 years of experience in client success, customer success, account management, or a related client-facing function.
- Bachelor’s degree or equivalent experience.
- Demonstrated success managing complex client relationships and executing initiatives that improve adoption, outcomes, and retention.
- Proven leadership presence and ability to influence without authority, including experience mentoring or coaching peers (formal people management experience is not required).
- Exceptional verbal, written, and interpersonal communication skills across all organizational levels.
- Strong organizational and prioritization skills with a proven track record of managing competing priorities.
- Analytical mindset with a creative approach to problem-solving and workflow design.
- Collaborative approach to partnering with cross-functional teams and strategic account leadership.
- Collaborative spirit and professional adaptability.
- Ability and willingness to travel up to 20% (typically 1 to 3 trips per quarter) for client meetings, onsite business reviews, and internal team gatherings.
Preferred Qualifications
- Experience within a digital health or fast-growing environment.
- Master’s degree.
Work Model and Travel
- Employment type: Full time
- Location: United States (Remote-first)
- Travel: Up to 20% travel required, typically consisting of 1 to 3 trips per quarter for client visits, onsite reviews, and organizational meetings.
Compensation and Benefits
- Eligible employees receive comprehensive health coverage, including medical, dental, and vision insurance.
- Retirement benefits with a 401(k) plan.
- Paid time off, paid holidays, and paid sick leave.
Equal Opportunity Employer
The organization is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.