Client Success Manager (CSM)

$90,000 - $125,000/Yr

Embold Health - Nashville, TN

Full-time - Mid Level

Remote - Nashville, TN

Professional, Scientific, and Technical Services

About the position

The Client Success Manager (CSM) at Embold Health plays a crucial role in ensuring the success and satisfaction of healthcare clients by leading onboarding processes, managing client relationships, and driving the adoption of the company's analytics solutions. This position requires a blend of technical expertise, strategic thinking, and exceptional interpersonal skills to foster long-term relationships and deliver high levels of customer satisfaction.

Responsibilities

• Lead the onboarding process for new clients, including setting up initial configurations and training.
• Serve as the primary point of contact for assigned clients, addressing their needs and resolving issues.
• Develop and maintain strong relationships with clients to ensure high satisfaction, retention, and renewals.
• Track client usage and engagement with the software, identifying opportunities for improvement.
• Utilize analytics tools to generate insights and reports demonstrating the value of solutions.
• Collect and relay client feedback to product and engineering teams for continuous improvement.
• Conduct training sessions, webinars, and workshops for clients and their partners.
• Execute account plans to achieve client goals and maximize value derived from solutions.
• Address and resolve any issues or challenges clients may face.

Requirements

• Minimum of a bachelor's degree in healthcare or business administration or equivalent field.
• Minimum of 5 years of progressive experience in client/account management in the healthcare field.
• 5-10 years' experience working in healthcare analytics, SaaS, carrier, or related field.
• Proven track record of managing client relationships and delivering high levels of customer satisfaction.
• Strong understanding of SaaS platforms and healthcare analytics.
• Excellent communication, presentation, and interpersonal skills.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Proficiency in CRM software and client success tools.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice-to-haves

• Experience working with healthcare organizations or understanding of healthcare industry regulations and challenges.
• Advanced degree or relevant certifications in healthcare management, analytics, or related fields.

Benefits

• 401(k)
• AD&D insurance
• Dental insurance
• Disability insurance
• Health insurance
• Opportunities for advancement
• Vision insurance