Client Success Manager

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

📋 Description

• Act as the main contact for assigned clients, ensuring outstanding customer service and prompt resolution of issues.

• Engage in proactive outreach to clients in line with performance metrics to foster strong relationships and satisfaction.

• Provide product demonstrations and training sessions to enhance client comprehension, usage, and overall value of licensed products.

• Work collaboratively with various departments (e.g., Sales, Support, Product, Finance) to ensure effective communication and resolution of software performance challenges.

• Record and monitor all client interactions using Salesforce, Excel, or other designated methods, ensuring precision and visibility.

• Keep client renewal rates at or above company benchmarks by promoting client engagement and satisfaction.

• Recognize and manage at-risk accounts, developing strategies to proactively reduce churn.

• Oversee account health and update client records to provide accurate and real-time data.

• Assist in client retention efforts, ensuring clients derive maximum value from their investments.

• Spot upsell and cross-sell opportunities within current accounts and partner with sales representatives to drive growth.

• Participate in marketing-driven client success initiatives, following up on leads and ensuring high levels of customer satisfaction.

• Address incoming client inquiries according to performance standards, effectively resolving issues to enhance the client experience.

• Ensure successful account transitions after sale/implementation by engaging in kick-off calls and facilitating a smooth handoff.

• Uphold compliance by ensuring that all customer interactions meet industry regulations and company policies.

• Take on additional responsibilities as assigned based on business needs.

⛳️ Requirements

• At least 2 years of experience in a healthcare office environment, preferably within ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa.

• Strong customer service abilities with a proactive problem-solving approach.

• Exceptional written and verbal communication skills, capable of conveying complex ideas effectively.

• Highly organized with sound judgment and strong interpersonal abilities.

• Willingness to travel up to 10%, including occasional weekends.

• Experience in client success or account management, ideally in SaaS, healthcare technology, or customer-facing areas.

• Bachelor’s degree in a relevant field or equivalent professional experience.

• Understanding of business strategy and the capacity to align client interactions with broader organizational objectives.

• Familiarity with CRM tools such as Salesforce.

🏝️ Benefits

• Generous annual bonus potential

• 401(k) plan with Employer Match

• Flexible Time Off: take time off when you need it without concern for available hours

• 11 paid holidays

• Your Day Your Way - Celebrate a day of cultural or social significance to you

• Insurance: Selection 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 organization)

• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance

• Nextech Luminary Peer Recognition Program

• Wellness Program featuring discounts on medical premiums

• Employee Assistance Program offering free counseling sessions

• Corporate Discounts on Retail, Travel, and Entertainment