Client Success Manager

Brundage Medical Group LLC•Pinellas Park, FL

49d•$56,844 - $91,709

About The Position

The Client Success Manager owns the post-sale relationship for an assigned book of accounts, guiding clients from the post-onboarding handoff onward. The role is accountable for client health, adoption, retention, continuity of long-term contracts, and identifying potential for account growth. The CSM serves as the primary internal advocate for clients, connecting them with internal teams and coordinating issue resolution, account communications, and escalation. The CSM builds relationships across client organizations, leads business reviews and strategic account discussions, promotes use of services and platforms, and provides structured education and enablement. The role also prepares ROI and account-health reporting, supports retention and renewal activity, identifies qualified expansion opportunities for Business Development, and develops client advocacy through references, testimonials, and case studies. Travel to client sites is required for business reviews and other client success activities.

Requirements

Prior experience as a Client Success Manager, Account Manager, or in another relevant role is required.
Demonstrated ability to build and manage relationships from direct client contacts through high-level executives, including multi-threaded relationships within complex healthcare organizations.
Ability to communicate, present, and influence stakeholders at all organizational levels, including executives and C-level leaders.
Strong organizational skills and ability to multitask and manage multiple project elements simultaneously.
Ability to build, interpret, and present ROI, KPI, client-health, and sentiment reports to internal and external stakeholders.
Experience with CRM software and the Microsoft Office suite, particularly Excel.
Excellent listening, negotiation, presentation, written communication, and verbal communication skills.
Ability to work independently with minimal supervision.
Ability to use industry best practices, techniques, and standards.
Ability to perform office-based work involving talking or hearing, sitting, standing, walking, reading, typing, and computer work.
Ability to perform tasks involving physical activity that may include lifting up to 25 pounds.
Ability to work in conditions subject to environmental hazards associated with healthcare and office work.

Nice To Haves

Healthcare consulting experience.
Working knowledge of healthcare revenue cycle, utilization management (UM), and/or health information management (HIM).
Knowledge of core hospital system departments and infrastructure.
Bachelor’s degree in business, sales, or a relevant field.
Previous experience in Healthcare Revenue Cycle services.

Responsibilities

Serve as the account’s primary internal advocate and connect clients with internal teams, resolving service delivery issues while protecting long-term relationships.
Relay client feedback, pain points, and feature requests to inform product and service roadmaps.
Maintain working knowledge of service lines and Certus platforms to support adoption, retention, and growth.
Build multi-threaded relationships across client roles and maintain a current stakeholder map of decision-makers, champions, influencers, gatekeepers, and detractors.
Bring in senior Client Success, Business Development, or company leadership for executive briefings and top-tier accounts.
Lead client business reviews, roadmap discussions, and strategic account conversations; coordinate meetings and communicate partnership updates as the first point of contact for inquiries and concerns.
Partner with the Onboarding Account Manager on new closed-won business within existing accounts, providing account context and relationship continuity through go-live.
Keep account, contact, and support-plan data current in the CRM or CS platform.
Drive client utilization and introduce clients to services, features, and process improvements they have not adopted.
Lead education and enablement touchpoints, including training sessions and workflow walkthroughs.
Prepare recurring ROI reports by market and account, translate engagement data into value narratives, and reinforce contract value through ongoing value-proposition messaging and KPI, client-health, and sentiment reporting.
Lead or facilitate retention-save and renegotiation conversations, partnering with Business Development and Finance on contract reviews, amendments, and at-risk renewals.
Identify and qualify expansion signals, such as new service lines, facilities, entities, unmet needs, and client priorities, and provide Business Development with vetted, contextualized leads.
Support Business Development sales cycles with relationship access, account intelligence, and continuity, without owning negotiation or closing.
Develop client advocacy and secure references, testimonials, and case studies.
Monitor the quality and timeliness of Brundage service delivery and the health of assigned accounts; diagnose issues and coordinate response and escalation.
Monitor usage and performance against contracted agreements to identify underutilized services and service-delivery gaps.
Diagnose adoption barriers, including staffing gaps, workflow friction, technology constraints, budget limits, and stakeholder turnover, and partner with internal teams and clients to address them.
Track leading account-risk indicators, including declining utilization, rising escalations, dissatisfaction, and stakeholder turnover, and drive structured resolution plans.
Travel to client sites for business reviews, strategic purposes, and other client success activities.
Stay current in job knowledge through educational opportunities, professional publications, personal networks, and professional organizations.
Perform other duties as assigned.