Client Success Manager L1

Client Success Manager - Level 1 (CSM L1) Employment Type: Full-Time Salary Range: $60,000-$70,000 Incentive Opportunity: Up to $16,000 annually Total Compensation Opportunity: Up to approximately $86,000 annually, depending on base salary and incentive attainment

POSITION OVERVIEW

The Client Success Manager - Level 1 (CSM L1) owns the early partner journey at ASHER Health, from implementation onboarding through activation and the development of an ongoing partner relationship. At ASHER Health, Implementation and Client Success are not separate positions. The CSM L1 is responsible for helping new partners successfully launch, establish early momentum, increase utilization, and develop into long-term, high-performing partners. As partners grow, the CSM begins building an ongoing roster. Partners reaching 10+ orders per month become eligible for ongoing CSM management, while partners maintaining 20+ orders per month (Tier 1) retain dedicated CSM ownership. The CSM is a relationship owner, not a second Support desk.

CORE RESPONSIBILITIES

Implementation & Activation Own the partner implementation and onboarding experience from initial handoff through Day 31. Conduct Partner Planning Calls and required onboarding follow-ups. Understand each partner's business model, goals, launch strategy, and initial priorities. Establish clear partner and ASHER commitments, owners, and next steps. Help partners navigate the systems, resources, and processes required to successfully launch. Drive partners toward their first orders and successful Day-31 activation. Monitor onboarding performance and proactively intervene when partners begin falling behind. Maintain accurate partner notes, milestones, commitments, and status within designated systems. Ensure appropriate handoffs and internal follow-up when another ASHER department is responsible for an action item. Partner Relationship Management Build trusted, proactive relationships with assigned partners. Maintain ownership of qualifying partner relationships beyond the initial onboarding period. Conduct 15–20 minute monthly partner check-ins with assigned partners. Understand each partner's goals, performance, priorities, challenges, and overall relationship health. Gather meaningful partner feedback and communicate recurring themes internally. Communicate proactively when changes or issues may affect the partner experience. Ensure partners understand available ASHER resources and how to effectively utilize them. Partner Development & Growth Develop partners toward 10+ monthly orders and ongoing CSM eligibility. Help Tier 2 partners progress from 10-19 orders per month to 20+ orders per month. Identify barriers preventing partners from increasing utilization. Monitor partner order performance and Monthly Order Revenue (MOR). Identify opportunities to strengthen engagement and increase partner utilization. Build an ongoing roster of healthy, productive partner relationships. Monitor partner health and identify early indicators of disengagement or churn risk. Proactively address relationship concerns before they become larger issues. Understand the underlying reason when partner activity or order volume declines. Identify and document risks, opportunities, and partner feedback. Escalate critical issues that could negatively affect important partner relationships. Maintain relationship-level visibility into escalated issues through resolution. Ensure Client Success leadership has visibility into significant partner risks.

CSM VS. PARTNER SUPPORT

Partner Support owns the issue. The CSM owns the relationship. Routine support requests should continue through the established Partner Support channels so they can be properly documented, routed, measured, and resolved. The CSM should not become an alternative Support channel simply because the partner has a direct relationship with them. When a Support, Clinical, Billing, Pharmacy, or operational issue threatens the relationship, the CSM is responsible for ensuring the issue is appropriately escalated and maintaining visibility with the partner while the responsible department owns the actual resolution.

PARTNER ELIGIBILITY & CSM OWNERSHIP

Below 10 Orders/Month - Implementation onboarding and standard Partner Support. 10+ Orders/Month - Tier 2 - Partner becomes eligible for ongoing CSM management. 20+ Orders/Month - Tier 1 - Partner qualifies to retain dedicated CSM ownership. The objective is for the CSM to help partners progress through:

KEY PERFORMANCE METRICS

CSM L1 performance is centered around three outcomes:

ACTIVATE. RETAIN. GROW.

Performance metrics may include: Day-31 Activation Implementation Onboarding MOR Goal 10+ Order Activation Rate Roster MOR Goal Partner Satisfaction Monthly Partner Check-In Completion Partner retention and churn The CSM L1 position is designed to provide a clear path toward CSM L2. As an L1 successfully launches partners and builds a roster of approximately 25 partners maintaining qualifying volume, they become eligible to progress toward L2. Progression is based on sustained roster development and performance, not simply reaching 25 partners at a single point in time. As the CSM progresses to L2, their role shifts more heavily toward established roster management and strategic relationship ownership, including: Fewer Implementation Onboarding calls Greater responsibility for roster MOR Increased focus on Tier 1 retention and growth Monthly relationship management Quarterly Business Reviews (QBRs) Dedicated Slack channels for L2-managed partners Greater ownership of relationship risk and strategic escalation

WHAT SUCCESS LOOKS LIKE

Consistently launches new partners successfully. Creates momentum during the first 31 days. Develops partners to 10+ and ultimately 20+ monthly orders. Builds a growing roster of healthy partner relationships. Knows which partners are succeeding, which are at risk, and why. Proactively communicates rather than waiting for partners to reach out. Identifies growth opportunities and relationship risks early. Maintains strong documentation and clear next steps. Uses Partner Support appropriately instead of becoming the partner's personal support agent. Takes ownership of the relationship while holding the appropriate internal teams accountable for execution. #J-18808-Ljbffr ASHER health