Client Success Executive – Implementation and Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding process for new clients from the point of contract execution through to launch, which includes kickoff meetings, documentation, and timeline management.

• Manage various implementation workstreams, including payment processing, pharmacy integration, platform configuration, and clinical onboarding.

• Prepare, submit, and handle regulatory and certification applications, such as LegitScript, while coordinating responses to inquiries from reviewers.

• Collaborate with Engineering, Operations, Compliance, and Clinical teams to achieve launch milestones.

• Act as the primary point of contact for a designated client portfolio.

• Ensure accurate maintenance of client pricing, product catalogs, and commercial documentation.

• Address client requests related to platform, payment, and fulfillment issues.

• Conduct monthly business reviews that evaluate performance, patient volume, retention, and growth opportunities.

• Drive renewals, service expansion, and retention of the portfolio.

• Keep current status reporting for assigned accounts.

• Develop and uphold implementation standards, client communication protocols, and onboarding documentation.

• Supervise AI-assisted client support tools to ensure quality and appropriate escalation procedures.

• Report directly to the Director of Operations.

⛳️ Requirements

• A bachelor's degree or equivalent professional experience is required.

• At least two years of experience in customer success, implementation, or account management in B2B software, healthcare, or healthcare services.

• Ability to manage multiple client implementations concurrently while adhering to defined timelines.

• Experience with regulatory, compliance, or financial documentation, including certifications, merchant underwriting, KYC, licensing, or provider credentialing.

• Excellent written and verbal communication skills with senior client stakeholders.

• Demonstrated accountability for client retention or renewal results.

• Proficiency in Slack, Asana, or similar project management tools, CRM systems like HubSpot, and Microsoft 365.

• Availability to support clients across various U.S. time zones.

• Preferred: Experience in telehealth, pharmacy, healthcare platforms, or multi-site clinical organizations.

• Preferred: Knowledge of LegitScript certification, HIPAA, Business Associate Agreements, or high-risk payment processing.

• Submission of a resume along with a brief statement detailing a client implementation or account managed and the outcomes achieved.

• Finalists will be required to complete a structured assessment as part of the interview process.

🏝️ Benefits

• Performance incentives linked to implementation and retention goals.

• Fully remote work environment.

• Paid time off along with company holidays.

• Technology and home-office allowance.

• Opportunities for professional development.

• Clearly defined path to leadership in client success.