Client Success Manager

Summary

Join Get Well as a Client Success Manager on the West Coast, working remotely with approximately 30% travel. You will manage a portfolio of hospital and health system clients, focusing on customer retention and revenue growth. Responsibilities include leading contract renewals, identifying growth opportunities, managing client relationships, overseeing implementations, tracking performance metrics, and delivering regular reports. The ideal candidate possesses 3-5 years of account management experience in healthcare or healthcare technology, strong communication and problem-solving skills, and project management experience. A Bachelor's degree is preferred. Get Well offers a comprehensive benefits package including generous paid time off, various leave programs, 401(k) and incentive plans, health benefits, and more.

Requirements

• 3-5 years of account management experience, preferably in the healthcare or healthcare technology industry
• Strong understanding of healthcare environments (hospitals, health systems, clinical workflows) and how technology can drive efficiencies and improve patient care
• Proven track record of managing client relationships, driving renewals, and identifying opportunities for account expansion
• Excellent written and verbal communication skills, with the ability to engage and influence clients at all levels
• Strong analytical and problem-solving skills to address client challenges and offer tailored solutions
• Experience managing complex projects, including technology implementations and process improvements

Responsibilities

• Lead and manage the end-to-end renewal process, ensuring timely and successful contract renewals
• Identify and pursue opportunities for account growth, including upselling and cross-selling additional products or services
• Serve as the primary point of contact for a set hospital and health system clients, fostering deep, long-term relationships
• Develop knowledge of each client's goals and challenges to provide tailored recommendations for product utilization that maximize value
• Proactively address client inquiries, concerns, and escalations to ensure client satisfaction, retention, and growth
• Oversee the implementation and onboarding processes for new clients or new technology deployments, ensuring successful delivery and client satisfaction
• Manage post-sale activities, ensuring smooth transitions and ongoing support for client needs
• Track customer health and adoption metrics, providing clients with regular updates on product usage and outcomes
• In close partnership with the data team, track customer health and adoption metrics, providing clients with regular updates on product usage and outcomes
• Monitor customer performance and satisfaction, using data and feedback to guide account planning
• Provide regular reports to clients and internal stakeholders on account status, key performance indicators, and growth opportunities
• Prepare and deliver quarterly business reviews (QBRs) with key customer accounts, aligning solutions to their evolving needs and priorities
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Preferred Qualifications

Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance