Client Success Manager (Healthcare SaaS)

 As a Client Success Manager (CSM) at our company, you will manage a portfolio of 5-10 clients with a combined annual contract value of $2-3 million. Your primary responsibility will be ensuring that our clients maximize the value of our platform, leading to retention, growth, and customer satisfaction. You will act as a product expert and strategic partner, helping clients achieve their business objectives through the effective use of our solutions. Key Responsibilities Client Engagement & Advocacy: Develop and maintain strong, long-term relationships with clients. Act as their advocate within the organization and ensure alignment between client goals and platform capabilities.Platform Adoption & Utilization: Monitor and drive platform adoption and usage. Identify usage gaps and opportunities for improvement, providing tailored solutions and best practices to maximize value. Strategic Consulting: Understand each client's business challenges and objectives, mapping these to our platform's solutions. Partner with Sales to identify growth opportunities, upselling new features or expansions. Proactive Communication: Conduct regular check-ins with clients (weekly/monthly) to provide updates on platform usage, new features, and relevant business insights. Offer proactive suggestions for self-servicing. Issue Resolution: Collaborate with internal teams (Support, Product, Engineering) to address any customer issues, ensuring swift and efficient resolution. Customer Training: Act as a product expert, ensuring clients are fully trained on the platform's features and capabilities. Host workshops and training sessions as needed. Reporting & Insights: Provide clients with regular reports on platform usage and impact, highlighting key performance indicators (KPIs) and return on investment (ROI).