Client Success Manager

hc1 Insights, Inc.•Chicago, IL

About The Position

As a Client Success Manager at hc1, you are the primary architect of the long-term relationship between hc1 and our Health System and clinical laboratory partners. Your number one goal is Client Retention. You will act as a strategic advisor, ensuring that clinical and business executives realize the full potential of our SaaS solutions and consulting services to drive measurable ROI.

Requirements

5+ years in a SaaS Client Success or Account Management role, preferably within the healthcare, health-tech, or laboratory diagnostic space
A strong understanding of hospital lab operations, healthcare clinical workflows, and the financial drivers of US Health Systems
Proven ability to command a room of clinical executives and translate complex data into a compelling "ROI story"
Comfortable navigating complex data environments and using CRM tools (like Client Universe) to track KPIs and account health
You don’t wait for a support ticket to reach out; you anticipate client needs and identify risks before they impact retention

Responsibilities

Build and nurture deep-rooted relationships across your assigned accounts, ranging from C-Suite executives (CMOs, Chief Quality Officers) to laboratory directors and administrative managers
Lead the "Alignment" phase of the client journey by establishing a clear Definition of Success and identifying key resources needed for a meaningful partnership
Develop and execute comprehensive account strategies to improve engagement and satisfaction, ensuring hc1 remains essential to the client’s long-term business strategy
Own the executive-level QBR process. You will prepare and present structured reports on adoption, performance against SLAs, and—most importantly—demonstrated clinical and financial ROI
Facilitate regular touchpoints with software users to ensure day-to-day system effectiveness, review AI-powered care gap alerts, and drive feature adoption
Manage monthly internal reviews of your client portfolio to update leadership on account health, potential risks, and strategic opportunities
Serve as the "Voice of the Customer," gathering feedback via QBRs, CSAT, and NPS surveys to influence the hc1 product roadmap
Proactively identify expansion opportunities where hc1’s Ops IQ, Source IQ, or Clinical IQ platforms can solve emerging client challenges. You will partner with the Growth/Sales team to ensure seamless contract renewals
Ensure high platform "stickiness" by coordinating training for new users via the hc1 Academy and rolling out new functionality
Maintain real-time accuracy of client data, contract details, and health status (Red/Yellow/Green) within our proprietary CRM, Client Universe
Use data to prove outcomes such as 30–50% reductions in unnecessary blood transfusions and 40% improvements in care gap closure rates