Manager, Client Success

Manager, Client Success

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. A core part of the job is moving Client Success from a transactional support model to a proactive, relationship-driven partnership with clear processes, data, and team standards behind it.

Our platform helps healthcare practices collect patient balances through digital statements by text and email, paper statements, online payments, and past due notices, connected to their practice management systems. This role is the liaison between clients, Sales, Implementation, Technical Support, Product Management, and leadership. The manager starts with a select portfolio of strategic accounts to build product and customer knowledge, then shifts toward team leadership and retention strategy as the operating model matures.

Responsibilities will include, but are not limited to:

Client Success Leadership

• Lead, coach, and develop Client Success Managers (CSMs), including onboarding, training, and ongoing performance management.
• Set clear 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.
• Make sure every CSM knows each account's business, product footprint, key contacts, risks, opportunities, and next actions.

Revenue Retention & Account Growth

• Own team results for customer retention, GRR, NRR, product adoption, and account expansion.
• Build and execute strategies to reduce churn and revenue contraction, with a documented retention plan for every at-risk account.
• Create a disciplined process for spotting product penetration and expansion opportunities based on customer needs, utilization, and value delivered.
• Partner with Sales on qualified expansion, with Client Success identifying the need and customer interest and Sales handling negotiation and close.

Customer Health, Analytics & Risk Management

• 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 with a matching intervention playbook for each.
• Create early-warning alerts for missed statement uploads, volume or payment declines, falling utilization, repeated support issues, and key-contact turnover.
• Make sure CSMs use data to prioritize outreach instead of relying on scheduled check-ins or waiting for customers to call.
• Report to leadership on retention risk, account health, adoption, expansion opportunities, and team performance.

Account Segmentation & Strategic Engagement

• Design a tiered segmentation model (revenue, strategic importance, product footprint, risk, 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 no account depends on a single customer contact.
• Keep every managed account documented with owner, health status, cadence, key contacts, product footprint, risks, opportunities, and next actions.

Product Adoption & Customer Value

• Drive adoption of paper statements, digital statements, online payments, and other services, with adoption plans for underused capabilities.
• Equip CSMs to explain product value, deliver software training, and show measurable outcomes with customer utilization data.
• Partner with Product Management to turn customer feedback, adoption barriers, and market needs into product insights, and support new product launches and training.

Cross-Functional Ownership & Operating Boundaries

• Set and enforce clear operating boundaries between Client Success, Implementation, Technical Support, Sales, and Product Management.
• Route routine break-fix and ticket work through Technical Support so CSM capacity stays focused on customer outcomes.
• Serve as the escalation point for complex or high-impact customer situations that need 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.

Operations, Technology & Automation

• 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, keeping personal engagement for strategic and at-risk accounts.
• Regularly review workflows and remove low-value administrative and reactive work from the team.

Account Ownership

• Personally manage a select portfolio of strategic accounts (initially 20 to 30) 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.

How Success Will Be Measured

• Gross revenue retention (GRR) and net revenue retention (NRR)
• Customer churn and revenue contraction
• Product adoption, utilization, and penetration
• Qualified expansion opportunities identified and advanced
• Health-score coverage and speed of intervention on risks
• Strategic account engagement and relationship depth
• Effectiveness of Implementation handoffs
• CSM performance, proactive activity, and portfolio accountability
• Less CSM time spent on reactive support and tickets
• Customer satisfaction and demonstrated customer outcomes

Desired Skills and Experience:

• Bachelor's degree or equivalent professional experience.
• Experience leading or mentoring Client Success, Account Management, or customer lifecycle teams.
• Background in SaaS, healthcare technology, fintech, payments, or enterprise software preferred.
• 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, with the ability to turn customer and product data into priorities and action.
• Excellent communication, presentation, and executive relationship skills, including explaining 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, and Microsoft Excel and Word.
• Comfort using automation and AI tools to improve customer intelligence and team productivity.
• Strong leadership, problem-solving, organizational, and cross-functional collaboration skills.

EOE/Drug Screen/Background Check required

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