Manager, Client Success

POS Professional Office Services•Waterloo, IA

10d

About The Position

Professional Office Services is seeking a Manager, Client Success to lead the Client Success team and own the post-sale customer relationship for POS's patient statement and payment solution. The role is accountable for customer retention (GRR and NRR), product adoption, account health, and identifying expansion opportunities. The manager will move Client Success from a transactional support model to a proactive, relationship-driven partnership supported by clear processes, data, and team standards. The platform helps healthcare practices collect patient balances through digital statements by text and email, paper statements, online payments, and past-due notices connected to practice management systems. The Manager, Client Success serves as liaison among clients, Sales, Implementation, Technical Support, Product Management, and leadership. Initially, the manager will own a select portfolio of strategic accounts to build product and customer knowledge, then shift toward team leadership and retention strategy as the operating model matures.

Requirements

Bachelor's degree or equivalent professional experience.
Experience leading or mentoring Client Success, Account Management, or customer lifecycle teams.
Proven results improving customer retention, product adoption, and account growth.
Experience building customer segmentation, health scoring, lifecycle processes, or data-driven account management programs.
Strong analytical skills, including the ability to turn customer and product data into priorities and action.
Excellent communication, presentation, and executive relationship skills, including the ability to explain product value to customers and internal stakeholders.
Experience managing customer escalations and complex client relationships.
Proficiency with CRM systems, customer success platforms, reporting tools, web-based software, Microsoft Excel, and Microsoft Word.
Comfort using automation and AI tools to improve customer intelligence and team productivity.
Strong leadership, problem-solving, organizational, and cross-functional collaboration skills.
Must meet the stated EOE/Drug Screen/Background Check requirement.

Nice To Haves

Background in SaaS, healthcare technology, fintech, payments, or enterprise software.

Responsibilities

Lead, coach, and develop Client Success Managers, including onboarding, training, and ongoing performance management.
Set expectations for engagement standards, account ownership, and proactive client management.
Build a team culture centered on measurable customer value, long-term relationships, accountability, and continuous improvement.
Ensure CSMs understand each account's business, product footprint, key contacts, risks, opportunities, and next actions.
Own team results for customer retention, GRR, NRR, product adoption, and account expansion.
Develop and execute strategies to reduce churn and revenue contraction, including documented retention plans for at-risk accounts.
Create processes for identifying product penetration and expansion opportunities based on customer needs, utilization, and delivered value.
Partner with Sales on qualified expansion opportunities, with Client Success identifying customer needs and interest and Sales handling negotiation and close.
Build a customer health framework using product utilization, statement volume and upload cadence, digital adoption, payment activity, support trends, and relationship strength.
Set Red/Yellow/Green health thresholds and corresponding intervention playbooks.
Create early-warning alerts for missed statement uploads, volume or payment declines, falling utilization, repeated support issues, and key-contact turnover.
Ensure CSMs use data to prioritize outreach rather than relying only on scheduled check-ins or inbound customer contact.
Report to leadership on retention risk, account health, adoption, expansion opportunities, and team performance.
Design tiered account segmentation based on revenue, strategic importance, product footprint, risk, and growth potential, with engagement cadences for strategic, mid-tier, and long-tail accounts.
Deliver structured account reviews, success plans, utilization analysis, and executive engagement for strategic accounts.
Establish relationship mapping and executive sponsors so accounts do not depend on a single customer contact.
Maintain documentation for each managed account, including owner, health status, cadence, key contacts, product footprint, risks, opportunities, and next actions.
Drive adoption of paper statements, digital statements, online payments, and other services, including plans for underused capabilities.
Equip CSMs to explain product value, deliver software training, and demonstrate measurable outcomes using customer utilization data.
Partner with Product Management to translate customer feedback, adoption barriers, and market needs into product insights, and support new product launches and training.
Set and enforce operating boundaries between Client Success, Implementation, Technical Support, Sales, and Product Management.
Route routine break-fix and ticket work through Technical Support to keep CSM capacity focused on customer outcomes.
Serve as the escalation point for complex or high-impact customer situations requiring strategic coordination.
Build a consistent Implementation-to-Client Success handoff covering ownership, goals, configuration, key contacts, open issues, and success criteria.
Work across departments to resolve systemic customer issues and improve the overall customer experience.
Build repeatable processes for the customer lifecycle, health monitoring, retention and escalation playbooks, engagement frameworks, adoption tracking, and expansion identification.
Evaluate and implement customer success platforms, automation, and AI tools that improve risk detection, customer intelligence, and team productivity.
Automate long-tail monitoring, upload reminders, educational outreach, and routine communication while maintaining personal engagement for strategic and at-risk accounts.
Regularly review workflows and remove low-value administrative and reactive work from the team.
Personally manage an initial portfolio of 20 to 30 strategic accounts to build product knowledge and validate Client Success processes.
Use direct customer insight to guide team development, product feedback, engagement standards, and process improvement.
Transition routine portfolio ownership to the team as the operating model matures.