Client Success Manager (Healthcare Staffing)

Cynet Health•Sterling, VA

About The Position

The Client Success Manager (CSM) owns and grows a regional and/or nationwide portfolio of healthcare staffing accounts, primarily within MSP programs. This role is highly client-facing and accountable for TOA growth, portfolio performance, client satisfaction, and operational alignment across primarily clinical and some allied/non-clinical programs. The CSM serves as the primary point of contact for assigned clients and is responsible for defining client expectations, setting MSP-specific submission standards, and ensuring internal teams are aligned to meet program requirements.

Requirements

Bachelor’s degree or equivalent combination of education and relevant work experience.
5+ years of experience in healthcare staffing with direct MSP program support (MSP-only experience required).
Demonstrated experience managing a book of business with 100+ active TOA.
Experience supporting regional or nationwide MSP client portfolios.
Proven history of portfolio growth, TOA expansion, and client retention.
Strong understanding of MSP program structure, compliance, and client-facing accountability.
Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Excellent written, verbal, and interpersonal communication skills.
Highly organized, detail-oriented, responsive, and customer-focused.
Self-directed, accountable, and comfortable owning outcomes.

Responsibilities

Own and manage a regional and/or nationwide MSP portfolio of healthcare staffing accounts.
Build and maintain strong client relationships through regular communication, performance reviews, and proactive engagement.
Drive TOA growth by managing open requisitions, identifying expansion opportunities, and aligning staffing strategies to client demand.
Define, document, and communicate MSP-specific submission requirements and expectations to recruiting teams.
Partner with recruiting leadership to align on priority requisitions, submission pacing, and fulfillment strategy.
Serve as the primary escalation point for client and provider issues, resolving concerns quickly and professionally.
Maintain portfolio health through extensions, renewals, contract changes, and retention efforts.
Monitor client satisfaction and portfolio performance using quality metrics, scorecards, and operational KPIs.
Ensure credentialing and compliance alignment in accordance with Joint Commission (TJC/JCAHO) standards.
Support confirmation calls, assignment changes, and terminations as needed.
Build strong rapport with healthcare professionals to support retention beyond current assignments.
Participate in client site visits, networking, and industry events as required.
Execute referral initiatives and other client engagement programs as assigned.