Job description:

The Client Success Manager (CSM) serves as a strategic partner and advocate for our clients, ensuring they receive maximum value from our solutions while driving long-term satisfaction, retention, and growth. This role blends proactive relationship management, issue resolution and strategic account planning with a strong focus on identifying expansion opportunities through cross-sell and upsell initiatives.

Key Responsibilities:

 Relationship Management & Advocacy

• Serve as the main point of contact and trusted advisor for a portfolio of clients
• Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
• Develop a deep understanding of each client’s business objectives and align our solutions to their goals

Escalation & Issue Management

• Proactively manage and resolve client escalations with urgency and professionalism
• Coordinate with internal teams (support, product, services) to drive timely resolution and communication
• Identify root causes of issues and advocate for systemic improvements.

Retention & Growth

• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Partner with sales to identify and execute cross-sell and upsell opportunities
• Contribute to revenue growth by positioning new offerings that meet evolving client needs

Operational Excellence

• Maintain accurate and up-to-date records in CRM and success tools
• Track customer KPIs, satisfaction/relationship health scores, and risk indicators
• Prepare reports to present to clients and the leadership team
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
• Establish priorities and collaborate cross-departmentally
• Travel is 25-35% depending on customer needs, and can include conference attendance

Education:

• Bachelor’s degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences or a related field required.
• Master’s Degree in Healthcare or Business is a plus.

Experience:

• Minimum of 5 years of healthcare experience preferably in Sales, Account Management, Customer Success or client facing roles required.
• Professional Services experience / Implementations / Project Management is a plus
• The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments. They should also have a proven track record in client-facing roles, partnering with customers to enhance and optimize their overall experience.
• Fluent in both French and English (spoken and written) required.

Specific skills:

• Has Executive presence and credibility; is confident and poised with individuals at all levels
• Works independently and can prioritize work to meet the customer’s needs.
• Strong relationship-building skills
• Excellent organizational and time management skills
• Strong verbal and written communication skills (including presentation skills)
• Ability to summarize, and ability to explain technical content to a non-technical executive audience.
• Collaboration and consultation skills
• Positive, flexible, team player attitude