Client Success Manager – Implementation and Accounts

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

📋 Description

• Oversee the onboarding process for new clients, from contract signing to launch, including kickoff meetings, documentation, and timeline management.

• Direct implementation workstreams across various areas such as payment processing, pharmacy integration, platform setup, and clinical onboarding.

• Prepare, submit, and manage regulatory and certification applications, including LegitScript, while coordinating responses to inquiries from reviewers.

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

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

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

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

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

• Promote renewals, service expansion, and retention within 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 proper escalation.

• Report directly to the Director of Operations.

⛳️ Requirements

• Bachelor's degree or relevant professional experience.

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

• Capability to manage multiple concurrent client implementations within 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.

• Responsibility 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.

• Qualified candidates must provide a resume and a brief description of a client implementation or account managed, along with the achieved outcome.

• Finalists are required to complete a structured assessment during the interview process.

🏝️ Benefits

• Performance incentive linked to implementation and retention goals.

• Fully remote work environment.

• Paid time off and company holidays.

• Technology and home-office allowance.

• Opportunities for professional development.

• Clearly defined path to client success leadership.