Client Success Consultant
About The Position
StaffGarden, a brand of Ascend Learning, is hiring a Client Solutions Consultant to serve as the primary strategic partner for assigned healthcare workforce clients throughout their entire customer lifecycle, from implementation through renewal and expansion. The role is responsible for driving customer success, executive engagement, product adoption, retention, and growth while serving as the first point of escalation for client needs and business challenges. As a trusted advisor to healthcare executives and workforce leaders, the Client Solutions Consultant develops deep partnerships that align StaffGarden solutions with organizational workforce objectives. This role collaborates closely with Product, Engineering, Support, Finance, Legal, Sales, and Implementation teams to deliver exceptional client outcomes, maximize value realization, and identify opportunities for growth and expansion. Success is measured by client retention, customer satisfaction, buyer advocacy, utilization, and revenue growth.
Requirements
- Bachelor's degree in Business, Healthcare Administration, Nursing, Human Resources, Management, or a related field required.
- 5+ years of experience in client success, client engagement, account management, healthcare consulting, workforce technology, nursing professional development or customer-facing SaaS roles.
- Experience managing executive-level stakeholder relationships.
- Experience owning or supporting contract renewals, account growth, or customer retention initiatives.
- Demonstrated success working across Product, Engineering, Support, Sales, Finance, and Operations teams.
- Ability to travel up to 20%.
Nice To Haves
- Clinical background (RN preferred) or nursing professional development expertise strongly preferred.
- Advanced degree (MBA, MHA, MPH) preferred.
- Relevant professional certifications preferred.
- Experience working with healthcare systems, hospitals, workforce management, scheduling, staffing, labor operations, or healthcare technology solutions preferred.
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of healthcare workforce clients throughout the customer lifecycle.
- Build and maintain relationships with executive sponsors, senior leaders, and operational stakeholders.
- Lead recurring business reviews and strategic planning sessions to demonstrate value realization, platform impact, utilization trends, and workforce outcomes.
- Develop and maintain account plans that align client business objectives with StaffGarden solutions.
- Monitor account health and proactively address risks that may impact client satisfaction, retention, or growth.
- Serve as the first point of escalation for all client concerns, including implementation delays, adoption challenges, billing issues, competitive threats, support concerns, and stakeholder turnover.
- Coordinate cross-functional resources to ensure timely resolution of customer issues.
- Advocate internally on behalf of clients and drive accountability for customer outcomes.
- Ensure seamless transitions between sales, implementation, and ongoing account management phases.
- Lead contract renewal planning and execution efforts across assigned accounts.
- Identify and pursue expansion opportunities that increase client value and support growth objectives.
- Partner with Finance, Legal, and Sales teams to facilitate renewals, amendments, statements of work, and commercial discussions.
- Support achievement of retention, expansion, and new bookings goals.
- Lead strategic onboarding sessions for new clients to establish priorities, success measures, governance structures, and implementation objectives.
- Partner with implementation and support teams to drive successful adoption and utilization.
- Develop strategies to increase customer engagement, platform adoption, and measurable business outcomes.
- Serve as a subject matter expert for StaffGarden workforce solutions and healthcare workforce challenges.
- Support sales activities through product expertise, customer references, conference participation, and industry presentations.
- Gather client feedback and collaborate with Product and Engineering teams to inform product direction and roadmap priorities.
- Communicate market trends, customer needs, and competitive insights across the organization.
Benefits
- Health, dental, and vision insurance
- Company paid life Insurance
- 401(k) with company match
- Paid time off and parental leave
- Employee assistance program
- Other wellness programs such as Headspace and Airvet
- Charitable matching program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
