Client Success Manager

About the position

NeoGenomics is looking for a Client Success Manager who wants to continue to learn in order to allow our company to grow. We want someone to join our organization who is dedicated to their work and a standout colleague. The Client Success Manager (CSM) leads our Client Success Specialists (CSS), ensuring superior customer experience, high retention rates, and strong client loyalty. This role is responsible for driving client satisfaction, increasing account stickiness, and supporting the sales team in administrative functions, account expansion and retention. The CSM plays a key role in fostering relationships with clients, improving processes, and ensuring seamless collaboration between teams, while providing ongoing training and mentorship to the CSS team.

Responsibilities

• Lead, mentor, and develop a team of Client Success Specialists, ensuring they provide exceptional client support and proactive account management
• Conduct regular audits of client success activities to evaluate performance, identify areas for improvement, and ensure high-quality outcomes are delivered in a timely manner
• Analyze trends in client interactions and feedback to pinpoint training opportunities for the Client Success team
• Develop and implement targeted training programs to enhance team capabilities and service quality
• Help establish team goals, monitor performance metrics, and implement strategies to drive continuous improvement and productivity
• Foster a culture of accountability, teamwork, and innovation within the Client Success team
• Develop and implement strategies to enhance client satisfaction, retention, and loyalty
• Oversee client complaints and identify at-risk accounts and proactively address concerns to prevent churn
• Act as a trusted advisor to clients, ensuring they maximize the value of our products and services
• Oversee onboarding and training for new clients to ensure a seamless transition and strong adoption
• Strengthen relationships with key accounts, ensuring their needs are met and identifying opportunities for growth
• Collaborate with the sales team to identify expansion opportunities within existing accounts
• Create initiatives that drive client engagement, advocacy, and long-term partnerships
• Build and maintain positive and effective working relationships with internal department stakeholders to ensure alignment and seamless collaboration across teams
• Act as a liaison between departments to enhance cross-functional communication and efficiency
• Advocate for client needs while balancing internal operational requirements
• Work closely with the sales team to support client onboarding, RFPs, and administrative tasks related to account management
• Provide data-driven insights to management and sales that support decision-making strategies and sales strategies
• Demonstrate proficiency in Client Services, Accessioning and Logistics processes
• Assist with security breach and data integrity projects
• Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminates pertinent information to regional teams
• Perform physical tasks such as standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds
• Other duties or projects as assigned

Requirements

• Bachelor's degree in Business/Health Administration or related field
• 5+ years of experience in client success or account management
• 2-3 years prior management experience
• Highly focused on service orientation
• Proven ability to engage, motivate, and develop teams to drive productivity, performance, and overall success
• Exceptional verbal and written communication skills, with the ability to build strong client relationships
• Ability to communicate testing information to both a technical and non-technical audience
• Ability to analyze client data, identify trends, and implement effective retention strategies
• Strong ability to create, interpret, and present complex reports, leveraging data to drive decision-making and strategy adjustments
• Proactive approach to challenges, with a strong focus on delivering solutions
• Ability to thrive in a high-paced environment, managing multiple projects and requests effectively while maintaining high-quality standards
• Skilled at working cross-functionally to drive client satisfaction and business success
• Proficiency in CRM systems, LIS, online order, and other client management tools
• Proficient with MS Office programs and report management

Benefits

• Highly competitive benefits with a variety of HMO and PPO options
• Company 401k match
• Employee Stock Purchase Program
• Tuition reimbursement
• Leadership development
• 16 days of paid time off plus holidays
• Wellness courses
• Highly engaged employee resource groups