Client Success Manager

Job Description

Job Description

Description:

The Client Success Manager (CSM) owns the post-sale client relationship, driving adoption, retention, and growth across an assigned book of accounts. The CSM owns the client journey from post-onboarding handoff forward and is accountable for client health, long-term contract continuity, and identifying growth potential within their accounts.

Requirements:

• Connect the client and internal teams as the account's primary internal advocate — resolving service delivery issues in ways that protect the long-term relationship, and relaying client feedback, pain points, and feature requests into product and service roadmaps. 
• Maintain strong working knowledge of our service lines and Certus platforms to support adoption, retention, and growth. 
• Build multi-threaded relationships across client roles, bringing in senior Client Success, Business Development, or company leadership for executive briefings and top-tier accounts; keep a current stakeholder map (decision-makers, champions, influencers, gatekeepers, detractors) to guide engagement and reduce single-point-of-failure risk. 
• Lead client business reviews, roadmap discussions, and strategic account conversations; coordinate internal and client meetings; and communicate partnership updates to both audiences as the first point of contact for inquiries and concerns. 
• Partner with the Onboarding Account Manager on new closed-won business within existing accounts, providing account context and relationship continuity through go-live. 
• Keep account, contact, and support-plan data current in the CRM/CS platform so pipeline visibility, forecasting, and account continuity hold across the organization. 
• Drive utilization across the client's organization so their teams are actively engaged and deriving measurable value, and introduce clients to services, features, or process improvements they have not yet adopted. 
• Lead structured education and enablement touchpoints — training sessions, workflow walkthroughs — to reinforce adoption. 
• Prepare recurring ROI reports by market and account, turning engagement data into value narratives, and reinforce contract value through ongoing value-proposition messaging and KPI, client health, and sentiment reporting. 
• Lead or facilitate retention-save and renegotiation conversations, partnering with Business Development and Finance on contract reviews, amendments, and at-risk renewals. 
• Scan accounts for expansion signals — new service lines, additional facilities or entities, unmet needs, client-stated priorities — qualify them, and hand Business Development vetted, well-contextualized leads. 
• Support Business Development during sales cycles with relationship access, account intelligence, and continuity, collaborating rather than owning negotiation or closing. 
• Develop client advocacy, securing references, testimonials, and case studies to support business development. 
• Ensure the quality and timeliness of delivered Brundage services and the ongoing health of assigned accounts by monitoring performance, diagnosing issues, and coordinating response and escalation.  
• Monitor usage and performance against contracted agreements to identify underutilized services and gaps in service delivery. 
• Diagnose barriers to adoption — staffing gaps, workflow friction, technology constraints, budget limits, stakeholder turnover — and partner with internal teams and client stakeholders to clear them. 
• Own account health across the assigned book, tracking leading risk indicators such as declining utilization, rising escalations, dissatisfaction, or stakeholder turnover, and driving structured resolution plans before risk becomes a retention threat. 
• Travel to client sites for business reviews, strategic purposes, and other client success activities. 
• Stays current in job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations 
• Performs other duties as assigned 

 

KNOWLEDGE, SKILLS AND ABILITIES:  

• Proven experience as a Client Success Manager, Account Manager, or in a comparable role; Healthcare consulting experience preferred. 
• Formidable organizational skills, ability to multi-task and manage various project elements simultaneously. 
• Proven success in building and managing relationships with direct client contacts through high-level executives, providing the utmost professionalism and customer service, including multi-threaded stakeholder relationships within complex healthcare organizations. 
• Demonstrates the ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and c-level. 
• Utilize industry best practices, techniques, and standards 
• Working knowledge of healthcare revenue cycle, UM and/or HIM strongly preferred; knowledge of core hospital system departments/infrastructure helpful. 
• Ability to build, interpret, and present ROI, KPI, client health, and sentiment reporting to internal and external stakeholders. 
• Experience with CRM Software (i.e Salesforce, ZOHO CRM or Hubspot) and MS office suite (particularly Excel) 
• Excellent listening, negotiation and presentation abilities; strong written and verbal communication skills 
• Ability to work independently, needing minimal supervision. 

WORK EXPERIENCE, EDUCATION AND CERTIFICATIONS:  

• Prior Client Success Manager, Account Manager and/or other relevant role experience required 
• Bachelor’s degree in business, sales or relevant field preferred 
• Previous experience in Healthcare Revenue Cycle services preferred. 

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:  

• Conditions typically associated with an office environment. While performing the essential duties and responsibilities, the employee is regularly required to talk or hear. May be frequently required to sit, stand, or walk. Moderate to prolonged reading, typing, and computer work. Ability to perform tasks involving physical activity that may include lifting up to 25 pounds. Subject to exposure to all environmental hazards associated with healthcare and office work. .