Client Success Executive

Quantum Health, Inc. • Dublin, OH

1d • Onsite

About The Position

The Client Success Executive (CSE) is responsible for ensuring clients achieve maximum value from the company's products or services, fostering long-term client satisfaction, and driving client retention and growth. The CSE works closely with clients to understand their goals, ensure effective adoption, and identify opportunities for account expansion and business growth. This role involves day-to-day client management, proactive engagement to address client needs, and collaborating cross-functionally to drive success outcomes.
The ideal candidate will have a background in mid-scale customer relationship management with demonstrated success exceeding expectations maintaining and growing their book.

Requirements

• Bachelor's degree in business or equivalent experience.
• 5 - 7+ years' related industry experience in consulting, sales, or other applicable area.
• Proven experience in client success, account management, or customer experience, with a focus on driving client outcomes and revenue growth.
• Strong relationship-building and communication skills, capable of working with a variety of client stakeholders, including executives.
• Experience in managing complex client accounts and coordinating across multiple departments.
• A results-driven mindset, with a focus on client retention, growth, and overall satisfaction.
• Proficiency with CRM systems and client success platforms.
• Analytical thinking and problem-solving skills to proactively address client challenges.
• Travel required as needed – cyclical depending on client needs.
• Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies.

Responsibilities

• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals.
• Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels.
• Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs.
• Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue.
• Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value.
• Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth.
• Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts.
• Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. Regularly report progress and outcomes to both clients and internal stakeholders.
• Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
• Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey.
• Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.
• Other duties as assigned

Benefits

• Competitive base and incentive compensation
• Health, vision and dental featuring our best-in-class healthcare navigation services
• Life insurance
• Legal and identity protection
• Adoption assistance
• EAP
• Teladoc services
• 401(k) plan with up to 4% employer match and full vesting on day one
• Paid Time Off (PTO)
• 7 paid holidays
• Parental leave
• Volunteer days
• Paid sabbaticals
• Tuition reimbursement up to $5,250 annually
• Certification/continuing education reimbursement
• Discounted higher education partnerships
• Paid trainings
• Leadership development
• Recognition as a Best Place to Work for 15+ years
• Dedication to diversity, philanthropy and sustainability
• People-first values that drive every decision
• A modern workplace with a casual dress code
• Open floor plans
• Full-service dining
• Free snacks and drinks
• Complimentary 24/7 fitness center with group classes
• Outdoor walking paths
• Game room
• Notary and dry-cleaning services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree