Account Manager / Customer Success

ARVO

2d•Remote

About The Position

Our client, a rapidly growing medical technology company based in Boston, Massachusetts, is seeking a driven and relationship-focused Account Manager to join their Client Success team. This is an exciting opportunity for a commercially minded professional who thrives on building long-term client partnerships, driving retention, and identifying growth opportunities within existing accounts. The successful candidate will take ownership of the full client lifecycle, from onboarding and training through to renewals and account expansion, while helping healthcare providers maximise value from innovative medical technology solutions. This role is ideal for someone who is competitive, proactive, highly organised, and passionate about delivering exceptional client experiences in a fast-paced and growing environment.

Requirements

Minimum of 2 years' experience in account management, client success, sales, customer success, or project management roles.
Demonstrated success in managing client relationships and achieving retention and growth targets.
Strong understanding of customer success metrics including renewals, churn, monthly recurring revenue (MRR), and customer lifetime value (LTV).
Experience using CRM platforms such as Salesforce, Monday.com, or similar systems.
Excellent communication and relationship-building skills with the ability to engage confidently with healthcare professionals and decision-makers.
Strong organisational and time management skills with the ability to manage multiple accounts simultaneously.
Commercially minded with the ability to identify and convert growth opportunities within existing accounts.
Passion for healthcare innovation and technology.
0–3 years of customer-facing experience (e.g., sales, support, onboarding, or similar roles).
Strong organizational abilities with the capacity to multitask and manage time effectively.
Excellent verbal and written communication skills, with the ability to inspire and engage others.
A genuine passion for educating and empowering customers, ensuring they have the tools and knowledge to succeed.

Nice To Haves

Experience within subscription-based business models such as SaaS, healthcare technology, or medical devices would be advantageous.
Previous experience within the medical device industry.
Exposure to orthopaedics, chiropractic care, physiotherapy, or related healthcare environments.
Experience supporting healthcare practices or medical centres.
Experience within the medical device industry is advantageous but not required.

Responsibilities

Manage the complete client lifecycle, including onboarding, training, account management, renewals, and upselling activities.
Coordinate the transition of new clients from the sales team and oversee successful onboarding and implementation processes.
Facilitate device deployment and guide healthcare providers through setup and training requirements.
Maintain regular communication with clients to strengthen relationships, provide support, and reinforce return on investment.
Identify opportunities to expand existing accounts and increase customer lifetime value.
Drive subscription renewals and support ongoing revenue growth initiatives.
Troubleshoot client concerns and collaborate with internal teams to ensure timely resolution of issues.
Deliver exceptional customer service and contribute to the continuous improvement of client engagement strategies and processes.
Maintain accurate client records and activity tracking within CRM systems.
Monitor account performance metrics and proactively address potential churn risks.