Manager, Client Success

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

📋 Description

• Lead, mentor, and develop Client Success Managers through onboarding, training, and performance management.

• Establish engagement standards, expectations for account ownership, and proactive client management practices.

• Take ownership of retention, GRR, NRR, product adoption, and account expansion results.

• Develop processes for reducing churn, enhancing retention, assessing customer health, intervening with risks, segmenting customers, and fostering engagement.

• Report on retention risks, account health, adoption rates, expansion opportunities, and team performance to leadership.

• Conduct account reviews, create success plans, perform utilization analyses, and engage executives for key accounts.

• Promote adoption of paper statements, digital statements, online payments, and additional services.

• Collaborate with Product Management on customer feedback, barriers to adoption, product insights, launches, and training initiatives.

• Coordinate efforts across Client Success, Implementation, Technical Support, Sales, Product Management, and leadership teams.

• Act as an escalation point for complex or high-impact customer situations.

• Assess and implement customer success platforms, automation solutions, and AI tools.

• Initially manage a portfolio of 20–30 strategic accounts, transitioning routine ownership to the team thereafter.

⛳️ Requirements

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

• Proven experience in leading or mentoring Client Success, Account Management, or customer lifecycle teams.

• Preferred background in SaaS, healthcare technology, fintech, payments, or enterprise software.

• Demonstrated success in enhancing customer retention, product adoption, and account growth.

• Experience in building customer segmentation, health scoring, lifecycle processes, or data-driven account management programs.

• Strong analytical abilities to transform customer and product data into actionable priorities.

• Exceptional communication, presentation, and relationship management skills at the executive level.

• Experience in managing customer escalations and complex client relationships.

• Proficiency with CRM systems, customer success platforms, reporting tools, web-based software, Microsoft Excel, and Microsoft Word.

• Comfortable utilizing automation and AI tools.

• Strong leadership, problem-solving, organizational, and cross-functional collaboration skills.

• EOE/Drug Screen/Background Check is required.

• Employer participates in E-Verify.

🏝️ Benefits

• Comprehensive health benefits.

• Retirement savings plans with company match.

• Professional development opportunities.

• Flexible work arrangements.

• Generous paid time off policy.