Senior Client Success Manager

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

📋 Description

• Act as the primary day-to-day contact and trusted advisor for clients.

• Oversee client inquiries, workflow assistance, and operational escalations.

• Propel the adoption and activation of Heartbeat Health services.

• Foster clinical and operational support from client stakeholders.

• Identify risks and opportunities at an early stage.

• Facilitate client business reviews, performance evaluations, and success strategies.

• Collaborate with the VP/SVP of Strategic Accounts on renewal preparedness, expansion opportunities, executive narratives, and issue resolution.

• Monitor and evaluate key performance indicators.

• Discover workflow optimization opportunities to enhance patient and client experiences.

• Collect and analyze client and product feedback for internal strategic initiatives and roadmaps.

• Develop and execute process improvements to boost efficiency, scalability, and client retention.

• Share best practices, assist teammates, and support the onboarding of new staff members.

• Contribute to departmental objectives, planning, and capacity discussions.

⛳️ Requirements

• 6 to 8 years of experience in Client Success, Customer Success, Account Management, or a similar client-facing role.

• Ideally experienced in a rapidly growing or digital health setting.

• Proven ability to manage complex client relationships and spearhead initiatives that enhance adoption, outcomes, and retention.

• Strong leadership presence with the capability to influence without direct authority.

• Experience in mentoring or coaching peers; management experience is not mandatory.

• Outstanding verbal, written, and interpersonal communication abilities.

• Proficient at influencing across all organizational levels.

• Highly organized with a track record of managing multiple priorities and achieving results in fast-paced, dynamic environments.

• Strong analytical problem-solving and process design capabilities.

• Collaborative experience working with strategic account leadership and cross-functional teams.

• Bachelor's degree or equivalent is required.

• Willingness to travel up to 20%, typically 1 to 3 trips per quarter.

• A sense of humor and a collaborative mindset.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off.

• Paid holidays.

• Sick leave.

• 401(k) plan.

• Additional benefits designed to support employees and their families.

• Remote-first work culture.

• Travel opportunities for client meetings, onsite business reviews, and team gatherings.