Client Success Manager
Why join Nextech? We are a leader in specialty healthcare technology solutions. We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits. If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you. We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected]. Job Summary The Client Success Manager (CSM) serves as the primary relationship manager between clients and internal stakeholders, ensuring a seamless customer experience, proactive engagement, and high client satisfaction. This role focuses on driving client retention, engagement, and growth by delivering value, resolving issues efficiently, and identifying expansion opportunities.All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other applicable regulations. \n Essential Functions In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include: Client Relationship Management & Engagement: Serve as the primary point of contact for assigned clients, ensuring exceptional customer experience and timely issue resolution. Conduct proactive client outreach in alignment with performance metrics to maintain strong engagement and satisfaction. Deliver product demonstrations and training to enhance client understanding, utilization and overall value of licensed products. Collaborate across departments (e.g., Sales, Support, Product, Finance) to ensure seamless communication and resolution of software performance issues. Document and track all client interactions using Salesforce, Excel or prescribed methods, ensuring accuracy and visibility. Retention & Growth Strategies: Maintain client renewal rates at or above company targets by driving client engagement and satisfaction. Identify and address at-risk accounts, developing improvement plans to proactively mitigate churn. Monitor account health and update client records to reflect accurate and real-time data. Support client retention initiatives, ensuring clients receive maximum value from their investment. Sales & Expansion Opportunities: Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales representatives to drive expansion. Maintain a referenceable customer base, supporting sales and marketing initiatives by leveraging satisfied clients. Engage in marketing-led client success initiatives, following up on leads and ensuring high customer satisfaction. Operational Excellence & Support: Respond to inbound client inquiries in accordance with performance standards, resolving issues effectively, and enhancing the client experience. Facilitate successful account transitions post-sale/implementation by participating in kick-off calls and ensuring a smooth handoff. Process administrative work (e.g., credit memos, support escalations) as needed. Maintain compliance by ensuring all customer interactions adhere to industry regulations and company policies. Perform additional responsibilities as assigned based on business needs. Minimum Requirements 2+ years of experience in a healthcare office setting, preferably in ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa. Strong customer service skills with a problem-solving mindset. Excellent written and verbal communication skills, with the ability to articulate complex concepts effectively. Highly organized with strong judgment and interpersonal skills. Ability to travel up to 10%, including occasional weekends.
Preferred Qualifications
Experience in client success or account management, preferably in SaaS, healthcare technology, or a customer-facing role. Bachelor’s degree in a related field or equivalent work experience. Understanding business strategy and ability to align client interactions with broader company goals. Proficiency in CRM tools such as Salesforce. Working Environment/Physical Demands Remote work environment. Activities require a significant amount of sitting at office and work desks and in front of a computer monitor. Long-distance or air travel as needed – approximately 10% travel. \nTotal Rewards: Generous annual bonus opportunity 401(k) with Employer Match Flexible Time Off: take time off when you need it without worrying about available hours 11 paid holidays Your Day Your Way - Celebrate a day of cultural or social significance to you Insurance: Choice of Medical, Dental, and Vision plans Health Savings Account with employer match Flexible Spending Account 100% Company-Paid Parental leave (After 6 months with the company) 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance Nextech Luminary Peer Recognition Program Wellness Program including discounts on medical premiums Employee Assistance Program with free counseling sessions available Corporate Discounts on Retail, Travel, and Entertainment