Client Success Manager (Chicago, IL)

Client Success Manager

eMed is a digital health leader powered by its Empathetic AI Population Health Platform. We partner with employers, governments, unions, and payers to deliver innovative solutions that improve health outcomes and reduce healthcare costs. Our GLP-1 weight management program combines at-home diagnostics with telehealth services to identify, onboard, and support patients driving sustained outcomes through continuous care and adherence support.

Job Summary

We are looking for a client-obsessed Client Success Manager to join our growing Client Success team. This role is responsible for managing a portfolio of eMed's B2B clients, providing white-glove service and proactive support to ensure client satisfaction, retention, and growth. As a key point of contact, you will work cross-functionally to implement client programs, track performance, and deliver measurable outcomes that reinforce eMed's value as a strategic partner.

Essential Duties & Responsibilities

• Serve as the primary day-to-day contact for assigned clients, delivering high-touch, concierge-level service.
• Own the full client lifecycle, including onboarding, implementation, performance monitoring, expansion, and renewal support.
• Act as a trusted advisor to clients by understanding their goals, business drivers, and success metrics.
• Coordinate across internal teams (e.g., Clinical, Operations, Marketing, Product) to ensure timely delivery and execution of client initiatives.
• Proactively identify and resolve client issues, anticipating needs and providing strategic recommendations.
• Deliver regular performance reports, dashboards, and data-driven insights that demonstrate ROI and program impact.
• Support the Client Success leadership team with strategic planning, client growth opportunities, and account health metrics.
• Ensure timely and accurate documentation of all client interactions, feedback, and milestones within CRM systems (e.g., Salesforce).
• Participate in client QBRs, presentations, and check-ins as needed.
• Stay current on eMed products, services, and industry trends to best support client needs.
• Leverage AI-powered tools to streamline reporting, automate routine workflows, and free up time for higher-value client engagement.

Knowledge, Skills, & Abilities

• Ability to manage multiple clients and priorities in a fast-paced, high-growth environment.
• Strong communication, relationship-building, and project management skills.
• High attention to detail, responsiveness, and problem-solving ability.
• Experience with CRM tools (e.g., Salesforce), client reporting, and account health tracking.

Qualifications

• Bachelor's degree in Business, Communications, Health Administration or related field (or equivalent experience).
• 35 years of experience in account management, client success, or partner services, preferably in healthcare, benefits, or similar.
• Proficiency with CRM systems (e.g., Salesforce) and standard productivity tools (Microsoft Office, Google Workspace).
• Excellent verbal and written communication skills, with the ability to engage and influence executive stakeholders.

Preferred Qualifications

• Familiarity with healthcare regulations (HIPAA), interoperability standards, and payer/provider ecosystems.
• Experience using AI tools to improve efficiency, reporting, or client deliverables
• Project management certification or training (e.g., Six Sigma, PMP, or Agile).
• Experience with BI tools or working with large datasets.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with Company Match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Catered breakfast and lunch daily, snacks
• Wellness Resources

eMed is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. eMed complies with applicable federal, state, and local employment laws and regulations, including the Americans with Disabilities Act (ADA).