Client Success Manager (Remote-United States)

Essential Functions

• Client Relationship Management & Engagement
• 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.
• Retention & Growth Strategies
• 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.
• Sales & Expansion Opportunities
• 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.
• Operational Excellence & Support
• 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.
• Carry out additional responsibilities assigned based on business needs. 

Minimum 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 weekend commitments.

Preferred Qualifications

• 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 of business strategy and ability to align client interactions with broader company goals.
• Proficiency in CRM tools such as Salesforce.

Working Environments/Physical Demand

• Remote
• Frequent use of computers and software tools for communication, documentation, and reporting.
• Occasional travel required for client meetings, industry events or training sessions.