Client Success Manager - Clinical SaaS (Remote – Philippines)

Department: Client Success
Reports to: Director of Operations
Location: Remote – United States / Canada based clients

About the Role

We are looking for an experienced Client Success Manager to manage a portfolio of B2B healthcare technology customers using a mission-critical SaaS platform.

You will take ownership of customer relationships after implementation and become the primary point of contact for assigned accounts. This includes customer engagement, retention and renewals, escalations, product feedback, and ensuring customers are getting sustained value from the platform.

This is a hands-on Customer Success role—not simply a check-in position. You will be expected to understand your customers' workflows, identify potential issues before they become escalations, and work closely with internal teams to drive effective solutions.

You will manage approximately 10–15 customer accounts and work closely with Operations, Support, Implementation, Business Analysts, and Product/Engineering teams.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for customers following implementation and onboarding.
• Build strong relationships with customer leaders, operations teams, and technical stakeholders.
• Conduct regular customer meetings, business reviews, and account check-ins based on customer needs.
• Develop a strong understanding of each customer's workflows, use cases, and business requirements.
• Maintain accurate and up-to-date account information, action items, and customer history.

Client Escalations

• Own customer escalations from initial report through resolution.
• Coordinate with internal teams to investigate issues and communicate clear updates to customers.
• Set realistic expectations and provide accurate timelines rather than over-promising.
• Identify recurring issues and work toward long-term solutions rather than simply resolving individual incidents.

Account Management & Retention

• Monitor account health and identify risks before they impact customer satisfaction or retention.
• Support customer renewals and identify opportunities to strengthen long-term relationships.
• Recognize changes in customer engagement, product usage, or workflow that may indicate potential concerns.
• Ensure customers are receiving measurable value from the platform.

Product & Internal Collaboration

• Gather, clarify, and translate customer feedback into actionable requirements.
• Work with Business Analysts and Product/Engineering teams to communicate customer needs effectively.
• Evaluate and prioritize customer requests based on business impact, urgency, and available resources.
• Advocate for customers while balancing their needs with product and operational priorities.
• Monitor recurring support or engineering demands and identify accounts requiring additional attention.

What We're Looking For

• 3+ years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing role within B2B SaaS.
• Strong ability to communicate technical concepts clearly to non-technical customers.
• Comfortable engaging with technical stakeholders and discussing software workflows and integrations.
• Proven ability to manage multiple customer accounts and competing priorities.
• Strong problem-solving, organization, and follow-through skills.
• Calm and professional when handling escalations or difficult customer conversations.
• Comfortable setting boundaries, managing expectations, and communicating when a customer request cannot be accommodated.
• Strong relationship-building and customer communication skills.
• Proactive mindset with the ability to identify risks before they become problems.

Nice to Have

• Experience with healthcare technology or healthcare SaaS.
• Background working with EMR, LIS, RCM, laboratory, clinical, or other healthcare systems.
• Experience working with clinical laboratories or healthcare operations.
• Familiarity with healthcare data standards or integrations such as HL7, ASTM, or FHIR.
• Experience working with software integrations, APIs, or technical workflows.

How Success Will Be Measured

Success in this role means:

• Customers view you as a trusted and reliable partner.
• Customer escalations are handled effectively and resolved without unnecessary leadership involvement.
• Customer risks and issues are identified early.
• Accounts remain healthy, engaged, and positioned for long-term retention.
• Internal teams have clear, actionable customer requirements and context.
• You develop enough account knowledge to anticipate customer needs rather than simply react to them.

Why Join Us?

This is an opportunity to join a growing healthcare SaaS organization where Customer Success is being built and strengthened from the ground up.

You will have the opportunity to help shape customer success processes, playbooks, account management strategies, and performance metrics while working with a product that plays an important role in customers' day-to-day operations.

If you are a proactive CSM who enjoys owning relationships, solving complex customer problems, and working at the intersection of customers, operations, and technology, we'd like to hear from you.