Customer Success Manager

Customer Success Manager

Mobile Health is a market leader in occupational health and employment-related screening services across the United States. With five owned-and-operated clinics in New York City, and over 6,500 affiliated locations, Mobile Health sees millions of patients per year. Our comprehensive services include drug testing, physicals, respirator fit testing, hearing testing, vision screening, vaccines and titers, and more. We stack hands to support our B2B client partners and are on a mission to make occupational health and employment-related screening the easiest part of their job. To achieve that, we are leveraging technology to change how occupational health is delivered. As a technology-driven company, we're at the forefront of unleashing new and better ways to keep businesses safe and their employees healthy. Mobile Health is growing, and we are looking for amazing people to join our team!

Location(s): Remote

Hours of Operation: Monday-Friday 9:00am-5:00pm EST

Compensation: Salary Range: $70,000-$80,000 annually based on experience.

Position Summary: The Customer Success Manager (CSM) will be responsible for building strong relationships with Mobile Health's clients, ensuring they realize maximum value from our solutions. This role will proactively guide clients through onboarding, adoption, and ongoing engagement, while serving as a trusted advisor who anticipates needs, resolves client concerns and risk, and drives client satisfaction, retention, and growth.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for assigned client accounts.
• Lead client onboarding and implementation of compliance-focused health programs (e.g., DOT exams, drug and alcohol testing, vaccines, respirator fit testing, annual exams).
• Develop a deep understanding of each client's goals, challenges, and workflows to ensure alignment with Mobile Health solutions.
• Proactively monitor client health metrics, product utilization, and overall account performance, identifying opportunities for optimization, retention, and account growth.
• Track, analyze, and report on key performance indicators (KPIs), including client retention rates for Plus and Premium clients, Net Promoter Score (NPS), and product utilization metrics.
• Develop and execute account strategies to improve client engagement, increase product adoption, and drive long-term customer retention.
• Partner with Growth and Product teams to support upsell/cross-sell opportunities and contribute to revenue growth initiatives.
• Manage client escalations, ensuring swift resolution, proactive communication, and high levels of customer satisfaction.
• Manage and mitigate risk to reduce churn and improve long-term client retention.
• Conduct regular business reviews with clients to demonstrate value, ROI, KPI performance, and strategic recommendations.
• Maintain accurate account records in CRM systems and prepare reports on client engagement, account performance, retention trends, and success metrics.
• Advocate for clients and serve as the Voice of the Customer internally by sharing feedback and collaborating with Product, Operations, Support, and Sales teams.
• Support continuous improvement initiatives by identifying process efficiencies and recommending enhancements to the customer experience.
• Meet or exceed established customer success KPIs and departmental performance goals related to retention, NPS, and product adoption.
• Other duties as assigned.

Knowledge Skills and Abilities:

• Strong verbal and written communication skills, with the ability to build trust and maintain collaborative relationships with clients, patients, and colleagues.
• Strong relationship management and communication skills.
• Proven ability to manage multiple accounts, prioritize, and problem-solve in a fast-paced environment.
• Ability to behave in an honest, fair, and highly ethical manner. Shows consistency in words and actions.
• Comfort with data analysis and presenting insights to clients.
• Tech-savvy with experience using CRM and customer success tools (Salesforce, HubSpot, Gainsight, etc.).
• Mission-driven, with a passion for improving workplace health and safety.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced, dynamic environment.
• Active Listener, giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate.

Experience & Education:

• Bachelor's degree in Business, Healthcare Administration, or related field (or equivalent experience).
• Three (3) + years of customer success, account management, or client-facing experience (healthcare, SaaS, or occupational health preferred).

Prior health services experience or basic understanding of health terminology a plus

Physical Requirements:

• Ability to operate a keyboard and perform repetitive motion (keyboard), writing
• Ability to sit and/or stand for extended periods; reach, bend, lift up to ten (10) lbs.
• Ability to express or exchange ideas to impart information to the public and to convey detailed instructions to staff accurately and quickly.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of their position.
• Must be able to travel outside the office and attend meetings during and after regular work hours.
• Regular and reliable attendance is essential to perform this job satisfactorily.

Benefits:

• 401(K)
• Professional Growth
• Flexible working arrangements
• Generous vacation policy
• Medical, Dental, Vision

Why Mobile Health?

Mobile Health has disrupted the industry since 1984. And we're not stopping any time soon. We're changing the way companies think about employee health and safety. We work hard to create a world where occupational health and employee screening is an open door to growth. Our dedication is real. You can feel the passion and enthusiasm. We break barriers. We're the solution the industry desperately needs. Ready to join us? We can't wait to meet you.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.