Client Success Manager
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.
Responsibilities:
- 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 Group 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
Qualifications:
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- 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.
- 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.
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