Client Success Manager - Retail Pharmacy Technology

OUTCOMES OPERATING INC•Kansas City, MO

39d•Hybrid

About The Position

The Client Success Manager (CSM) is responsible for developing trusted, long-term partnerships with clients to ensure they achieve meaningful business outcomes and maximum value from our solutions. This role is proactive and strategic — focused on understanding client goals, driving product adoption, preventing churn, and identifying growth opportunities. By acting as a liaison between clients and internal teams, the CSM ensures that clients are engaged, satisfied, and positioned for long-term success with the organization’s products and services.

Requirements

Strong relationship-building and consultative communication skills.
Proven ability to analyze data, identify trends, and make strategic recommendations.
Exceptional organizational and time management abilities with attention to detail.
Comfortable leading client meetings, presentations, and business reviews (virtual or in-person).
Proactive, strategic mindset focused on client retention, growth, and success.
Ability to collaborate effectively across departments and influence without authority.
Demonstrated empathy, professionalism, and commitment to client satisfaction.
Travel may be required (up to 20%) based on client needs and business priorities.
Bachelor’s degree in Business, Communications, or related field; equivalent experience considered.
3+ years of experience in Client Success, Account Management, or a client-facing role in a SaaS, technology, or service-oriented environment.
Experience using CRM or client success platforms: Salesforce is highly preferred.
Proven track record of driving client adoption, retention, and expansion.

Responsibilities

Client Onboarding: Guide new clients through onboarding and implementation to ensure a smooth, successful start and full understanding of available tools and resources.
Relationship Management: Build and maintain strong, long-term relationships with key stakeholders to foster trust, engagement, and alignment with client business objectives.
Value Realization: Partner with clients to define success metrics, monitor progress, and ensure they achieve measurable results from the company’s products and services.
Client Health Monitoring: Track client engagement, usage data, and adoption patterns to identify trends, risks, and opportunities for improvement.
Proactive Problem Solving: Anticipate client challenges, develop action plans, and work collaboratively with internal teams to resolve issues before they impact satisfaction or retention.
Cross-Functional Collaboration: Collaborate with sales, implementation, product, and support teams to ensure a seamless client experience and alignment on client goals.
Growth & Retention: Identify upsell, renewal, and expansion opportunities by understanding client needs and positioning additional solutions that deliver value.
Business Reviews & Communication: Conduct regular value reviews with clients to highlight ROI, share best practices, and reinforce partnership outcomes.

Benefits

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource GroupsFlex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility