Client Success Executive

Quantum Health, Inc.•Augusta, ME

1d•Remote

About The Position

The Client Success Executive (CSE) is responsible for developing and maintaining exceptional relationships with internal and client partners, ensuring clients achieve maximum value from the CirrusMD platform. The CSE owns retention and growth across an assigned book of business — identifying upsell opportunities, growing membership/covered lives, and meeting utilization goals. This role involves day-to-day client management, proactive engagement to understand and address client needs, and cross-functional collaboration to drive measurable success outcomes. The ideal candidate will have a background in mid- to large-scale client relationship management within healthcare services, with demonstrated success exceeding expectations while maintaining and growing their book.

Requirements

Bachelor's degree in business or equivalent experience.
5 – 7+ years of related industry experience in client success, account management, consulting, sales, or other applicable area; successful selling and/or account management experience in healthcare services required.
Proven experience driving client outcomes and revenue growth, with executive-level relationship management experience.
Demonstrated ability to meet and exceed goals, and to work and manage clients independently.
Strong relationship-building, listening, and communication skills, capable of working with a variety of client stakeholders, including executives.
Experience managing large, complex client accounts and coordinating across multiple departments.
Ability to conduct executive-level presentations, facilitate group discussions, and deliver engaging product demonstrations.
Technically astute, with the ability to lead IT and other product-related discussions.
Analytical thinking, data-driven decision making, and strong problem-solving skills to proactively address client challenges.
A professional, resourceful, and results-driven style; well organized, detail oriented, and able to take initiative and manage multiple projects at a time.
Proficiency with CRM systems and client success platforms.
Hands-on, strong team player, and fully accountable for delivering agreed-upon performance metrics.

Nice To Haves

Ability to travel up to 25% — cyclical depending on client needs.

Responsibilities

Work closely with clients to understand their business objectives and vision, and ensure the CirrusMD platform delivers measurable value aligned with those goals; share client objectives across the CirrusMD team.
Serve as the primary point of contact for assigned large, strategic accounts, managing day-to-day communications and building strong relationships with client stakeholders at all levels, up to and including the executive suite.
Manage intake and implementation of new projects from Client Success leadership and the Sales team; act as the key partner contact to facilitate implementation and hit go-live timelines, and drive adoption through training, best practices, and ongoing support.
Set proper client expectations based on knowledge of the CirrusMD platform, scope of relationship, and contractual requirements.
Identify opportunities for account growth — including product upsell, cross-sell of complementary solutions, and growing membership/covered lives — and partner with Marketing to increase utilization across the book of business.
Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrated, continuous value.
Develop and maintain strategic account plans for growth and retention; strategize with clients on all opportunities to ensure solutions are being effectively utilized and expanded, and conceptualize new programs that deepen partner relationships.
Develop and deliver business review presentations that demonstrate return on investment and program outcomes, and use ongoing review of those outcomes to recommend changes that optimize the CirrusMD platform to its full potential.
Regularly track and assess client health, using data and insights to identify risk and surface opportunities for deeper engagement and growth.
Monitor key success metrics such as utilization and adoption rates, client satisfaction (NPS/CSAT), membership growth, and revenue; report progress and outcomes regularly to both clients and internal stakeholders.
Act as a trusted advisor and advocate for the client, ensuring issues and concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
Work closely with Sales, Sales Support, Product Management, Business Development, Marketing, and Support to ensure a seamless client experience and to complete requests for proposals/information in a timely, accurate, and professional manner.
Collect and relay client and market feedback to Product and Marketing to help inform go-to-market strategy and the roadmap for future product development.
Lead client presentations and facilitate site visits; routinely present product updates and roadmap to external client stakeholders; participate in Sales finalist presentations as needed.
Maintain a deep understanding of CirrusMD's technical and operational set-up and how it is implemented to ensure platform optimization; stay current on company initiatives and industry trends.
Protect and take care of our company and member's data every day by committing to work within our company ethics and policies.