National Client Success Manager

Summary

Join Nextech as a National Client Success Manager and build strong relationships with our top national accounts. This role focuses on client loyalty and long-term relationship building, requiring collaboration with internal departments. You will be responsible for exceeding client expectations, maintaining industry knowledge, and serving as the primary contact for assigned accounts. Proactive client engagement, including quarterly business reviews (QBRs), is crucial. You will also mentor junior team members and identify sales opportunities. This remote position requires a Bachelor's degree, 3-5 years of experience, and excellent communication and problem-solving skills.

Requirements

• Bachelor’s Degree in a related field or equivalent work experience
• 3-5+ years of client success / account management experience
• Excellent customer service skills Experience working with business stakeholders in related industries, including executive C-Suite
• Assertive with a demonstrated ability to cultivate strong relationships and influence behavior
• Exceptional written and verbal communication skills
• Demonstrated ability to problem solve; strong judgment and interpersonal skills
• Ability to work effectively with all levels of the organization

Responsibilities

• Own overall relationship with multiple accounts, working to consistently meet or exceed client expectations
• Maintain knowledge of industry trends and technology developments
• Collaborate and Review client request with technical support and product management teams and take action as necessary
• Become the account customer advocate and trusted advisor for all their data and metric goals
• Serve as primary contact for assigned top accounts on any/all matters
• Provide proactive client engagement on a quarterly basis at minimum to ensure an exceptional customer experience. Proactive outreach should include presentation of customer specific KPIs, product or service recommendations that might optimize experience, and updates on product performance and updates as applicable via a QBR
• Maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update Salesforce records to include attrition details accurately
• Mentor and teach Associate Client Success Managers and Client Success Managers to help develop and model mastery of the client success function
• Follow up on any client success / account management issues that are routed through marketing leads to ensure customer satisfaction
• Identify and escalate (to inside sales representative) sales opportunities from within the existing customer base as assigned, maintaining a continuous focus on growth and expansion within existing clients
• Attend EDGE User Conference and or Trade shows to represent the company and strengthen relationships with existing client base
• Monitor and update account information to ensure accuracy on a real-time basis
• Build and maintain a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”
• Participate in kick off calls to successfully transition account ownership post-sale/implementation
• Identify at-risk clients and orchestrates Improvement Plans as necessary by collaboration with the appropriate internal constituents
• Continually contact clients no longer on active support
• Minimize deactivation of modules by proactively conducting demonstrations to review unused or underutilized modules

Preferred Qualifications

• Client success or account management , preferably in SaaS, healthcare technology, or a customer-facing role
• Understanding of business strategy and ability to align client interactions with broader company goals
• Proficiency in CRM tools such as Salesforce

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options