Client Success Manager - West Coast

Getwellnetwork • Bethesda, MD

295d • $80,000 - $110,000 • Remote

About The Position

Get Well is seeking a highly motivated and results-driven Manager or Senior Manager to join our Customer Success team. This individual will be responsible for managing a portfolio of hospital and health system clients, focusing on both customer retention and revenue growth. The Customer Success Manager will work closely with clients to ensure the successful deployment and ongoing adoption of our healthcare technology solutions, ensuring they are maximizing the value of our solutions and achieving clear ROI.

Requirements

• 3-5 years of account management experience, preferably in the healthcare or healthcare technology industry.
• Strong understanding of healthcare environments (hospitals, health systems, clinical workflows) and how technology can drive efficiencies and improve patient care.
• Proven track record of managing client relationships, driving renewals, and identifying opportunities for account expansion.
• Excellent written and verbal communication skills, with the ability to engage and influence clients at all levels.
• Strong analytical and problem-solving skills to address client challenges and offer tailored solutions.
• Experience managing complex projects, including technology implementations and process improvements.
• Bachelor's degree in Business, Healthcare Administration, Information Technology, or a related field (preferred).

Responsibilities

• Lead and manage the end-to-end renewal process, ensuring timely and successful contract renewals.
• Identify and pursue opportunities for account growth, including upselling and cross-selling additional products or services.
• Serve as the primary point of contact for a set hospital and health system clients, fostering deep, long-term relationships.
• Develop knowledge of each client's goals and challenges to provide tailored recommendations for product utilization that maximize value.
• Proactively address client inquiries, concerns, and escalations to ensure client satisfaction, retention, and growth.
• Oversee the implementation and onboarding processes for new clients or new technology deployments, ensuring successful delivery and client satisfaction.
• Manage post-sale activities, ensuring smooth transitions and ongoing support for client needs.
• Track customer health and adoption metrics, providing clients with regular updates on product usage and outcomes.
• Monitor customer performance and satisfaction, using data and feedback to guide account planning.
• Provide regular reports to clients and internal stakeholders on account status, key performance indicators, and growth opportunities.
• Prepare and deliver quarterly business reviews (QBRs) with key customer accounts, aligning solutions to their evolving needs and priorities.

Benefits

• Exceptionally generous paid time away from work.
• A variety of paid leave programs.
• Savings opportunities with 401(k) and incentive plans.
• Internal education programs.
• Full array of health benefits.
• Fitness reimbursement.
• Cell phone subsidy.
• Casual offices with snacks and drinks.
• Peer recognition programs.
• Health advocacy and employee assistance programs.
• Pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree