Client Success Manager

Client Success Managers (CSM) at AdhereHealth are relationship driven and operationally savvy individuals. CSMs manage a diverse portfolio of accounts and are the primary point of contact for clients, ensuring they have a seamless and exceptional experience with our services. 

This is a high-impact role, responsible for building and maintaining strong relationships with key client stakeholders; delivering value, impact and satisfaction to clients; driving successful outcomes that align with business goals; and bringing the ‘voice of the client’ into internal collaborations with the cross-functional team. Efforts will directly contribute to client retention, satisfaction and company growth. 

Essential Duties & Responsibilities 

• Relationship Management: Responsible for owning the overall client relationship. Establish and maintain long-lasting relationships with clients, acting as their trusted advisor. Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams. 

• Proactive Client Engagement. Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders. From onboarding and throughout the ongoing relationship, the primary focus is on understanding client goals, needs and objectives; providing tailored solutions that drive brand awareness, value and satisfaction; identifying opportunities and potential needs; and deploying risk mitigation strategies before problems arise. 

• Success Metrics & Reporting. Monitor client health and make data driven decisions that support strategic account planning, improve retention rates, and identify growth opportunities. Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures. Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion. Deliver quarterly business reviews to clients and stakeholders and collaborate with Marketing to develop success stories, testimonials and case studies to showcase AdhereHealth’s value and impact. 

• Upselling & Renewals: Manage the end-to-end renewal process, identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals, and collaborate with sales and implementation to bring growth opportunities to fruition. 

• Cross-functional Collaboration: Work cross-functionally with Sales, Client Data Services, Product, Marketing, Analytics and Clinical Navigation teams to ensure a unified approach to client success. Bring the ‘voice of the client’ into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure deliverables and expectations are met. 

• Escalation Management and Issue Resolution: Address and resolve client concerns, working closely with internal teams to ensure timely resolution. Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations. 

• Product Expertise: Demonstrate a deep understanding of AdhereHealth’s products and services as well as your client’s goals, performance metrics and areas of opportunity by acting as an ambassador and subject matter expert both externally with clients and internally with the cross-functional team. 

Education & Experience 

• Bachelor’s degree required, master’s degree preferred 

• 3-5 years of direct client-facing experience, as an account manager or CSM, with a proven track record of growing client value over time. 

• Have a background in healthcare technology, health plans, or health benefit industries 

Minimum Physical Requirement 

The CSM will perform his or her work in a general office environment using standard office equipment. The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• Regularly lift and/or move up to 10 pounds 

• Bend, twist or stoop on a repetitive and continuous basis 

• Stand and remain on feet for extended periods of time 

• Operate various business instruments, including computers, printers/scanners/fax machines, requiring manual dexterity 

• Sit and concentrate for long periods of time to compute, examine, and interpret data 

• Read paperwork and computer monitors, requiring visual acuity 

Skills 

• Comfortable with high levels of ambiguity and thrive in rapidly changing, fast paced, high-growth environments. 

• Embrace a bias towards action and demonstrated ability to lead projects and influence others 

• Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity 

• Motivated, adaptable, results-oriented, and highly attentive to detail 

• Quick learner and a self-starter with strong organizational and time management skills 

• Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business 

• Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level 

• Highly collaborative, consultative and excels at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to address challenges and solve problems 

• Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action