Client Success Manager

Location: Remote (must be able to work EST hours 9am-5pm) Department: Customer Success Reports To: VP of Business & Client Strategy To Apply: Send an email including a 2-3 minute video talking about your experience to [email protected] Reporting structure:  The Client Success Manager role reports to the Manager , Client S uccess and works closely with the product, client support and onboarding teams to drive adoption, mitigate risks, and provide a world-class client experience .   What you’ll do:  The Client Success Manager (CSM) is an integral part of cultivating and maintaining strong relationships with an assigned client group leading to increased retention rates, improved NPS scores, and revenue expansion opportunities. To excel in this role, we’re looking for individuals with a consultative mindset who can quickly understand our client needs, business solutions and the industry we serve. You will apply best practices and tailor solutions to each client based on their individual business goals. You’ll create long-lasting client partnerships that drive positive client outcomes and account growth.   Client Communication 45%  Manage the account plan and client journey touchpoints of your assigned group/ book of business  Provide proactive and consultative client support, ensuring high retention and net revenue growth within an existing client base. This is executed by garnering a deep understanding of client s’ needs while providing consultative solutions that will add value to their business objectives .  Manage key client interactions with a focus on expansion opportunities within accounts and subscription renewals via phone, email, zoom   Project Management 35%  Troubleshoot issues and come up with the best solutions for clients’ inquiries  Relate bugs and needed fixes to web development team to handle  Relate client feedback to team to enhance products and services  Identify client goals and work with them to achieve these goals through the software  Ensure adoption, growth opportunities, and success renewal of subscription   Internal Communication 20%  Accurately report internal administration: CRM activity log, sales pipeline forecasting  Meet and exceed retention and growth KPI metrics  Provide actionable client feedback to key stakeholders including, but not limited to, marketing, product development and service.  Efficiently manage time to prioritize essential activities leading to an exceptional client experience, ongoing renewals, and growth   What prepared you for this role (qualifications):  At least 2 years of experience working in challenging, client facing roles such as Account Management, Consulting or Sales . Experience within the medical and SaaS industries preferred  Superb interpersonal, verbal, and written communication skills  Proven track record in hitting quota and retention goals  Organized, detail-oriented with the ability to multi-task, prioritize and respond quickly  Negotiation skills as it related to renewal upsells, cross-selling, and additional product add-ons  Highly proficient in MS Office and CRM systems. Experience with Salesforce is preferred.  Working knowledge of the medical industry  Curious about technology, love working in a fast-paced start-up environment that’s constantly changing  Empathetic to client s and the challenges they face within their practices. BA or BS degree or equivalent work experience    What success will look like for you in the first 90 days :  ❏ Y ou will participate in developing a Client Success Playbook  ❏ Complete Online training modules (self)  ❏ Complete Salesforce user online basic training (self)  ❏ Upon receipt, please schedule your 90-day review meeting with your direct supervisor for the beginning of your 4th month in this role.  Please mention the word **LUSH** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.