Client Success Manager

Summary

Join our team as a Client Success Manager (CSM) in Healthcare Management, working with mid-to-large enterprise accounts. As a trusted advisor, you will drive successful client experiences, support renewals and growth, and lead clients to achieve campaign success metrics. Your primary responsibility is managing day-to-day client communication, delivering performance reporting and analysis, and troubleshooting performance issues. You will collaborate with cross-functional teams and work within the framework of Drips Core Values. Additional duties will be assigned as needed. The role involves three key areas: Campaign Performance Strategy & Insights, Client Communication, and Client Health. This position requires strong communication, organizational, and analytical skills, along with experience in the healthcare industry and client relationship management.

Requirements

• Must have 3–5 years of experience working within the healthcare industry , with a strong understanding of healthcare operations, compliance, and terminology
• Serve as the primary point of contact for healthcare clients, driving adoption, value realization, and satisfaction with our platform through proactive engagement and strategic guidance
• Partner with cross-functional teams (Product, Support, and Implementation) to ensure healthcare clients achieve their desired outcomes while navigating regulatory requirements, integrations, and evolving care delivery models
• Member or patient engagement and Medicare and Medicaid program
• At least 4 years of experience as an Enterprise CSM or Enterprise Project Manager (client-facing), delivering managed service strongly preferred
• Adept with Microsoft Office suite
• Fast learner of software (Salesforce, Tableau)
• Experience or comfort with using Microsoft Teams and other messenger services to communicate
• Comfortable translating complex ideas and issues to an uninformed audience
• Must be able to translate data into actionable business insights related to clients’ business goals and strategy
• Ability to manage and support tasks and due dates for multiple clients at once
• Strong organizational skills
• Keen ability to pay attention to the details
• Exceptional verbal and written skills
• Must be able to build comfortable and positive relationships with customer team members at varying levels, up to Executive level
• Must be a self-starter able to work with limited supervision
• Ability to work independently as well as part of a team in a remote environment
• Drips is a fully remote work environment

Responsibilities

• Become an expert at the strategy and best practices for a Drips campaign – how to guide clients towards high-value campaigns and the key pieces of the campaign to analyze for performance and strategic insights
• Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends
• Gather required information & strategy for New Campaigns (Projects)
• Guide your clients to establish realistic goals and success measures for Drips campaigns
• Utilize Salesforce Cases to communicate design requirements to Production team for setup
• Lead campaign design planning & review with client for approval
• Own delivery of recurring performance reporting for client campaigns
• Determine meaningful performance trend insights and optimization recommendations, partnering with a Client Success Associate to provide you with supplemental performance details
• Own the day-to-day client-facing communication for Accounts in your portfolio, and build relationships across the client organization (business and IT/technical stakeholders)
• Adhere to Response Time SLAs in-line with Client Account Tier
• Manage delegation of client requests and investigations as appropriate to Client Insights, Production, or Product/QA teams
• Lead recurring client performance calls (weekly, biweekly, monthly depending on Client Tier)
• Participate in & lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs
• Act as the voice of the client internally to advocate customer’s needs
• Current-Month Revenue Forecasting – Own the updates to current-month forecast projections, based on a solid understanding of expected growth or contraction of your account’s current campaigns
• Client Health – review Client Health scoring on a weekly basis for all Accounts
• Lead adjusting or escalating changes
• Partner with Account Manager for alignment on scoring
• Be aware of the client’s business goals, objectives, and changes within the client organization to identify expansion opportunities and to proactively address any challenges that might impact the use of our solution

Preferred Qualifications

• Member or patient engagement and Medicare and Medicaid program
• Experience in affiliate marketing or lead generation space, marketing campaign management
• Working knowledge of web-based SaaS products
• Experience working in a growing tech company
• Experience in a performance marketing environment
• Must be currently living in the U.S. / are authorized to work in the U.S