Clinical Client Success Manager

The Clinical Client Success Manager (CSM) serves as the primary relationship manager between healthcare clients and internal teams. This role ensures that laboratory and clinical partners successfully implement, adopt, and maximize the value of the company’s software solutions.

The Clinical CSM acts as a trusted advisor to clients, translating operational and technical needs into actionable collaboration with Product, Engineering, and Support teams. The role also ensures seamless communication, proactive issue resolution, and long-term client success within a healthcare and laboratory environment.

Success in this role is measured by client satisfaction, successful software adoption, retention, and the strength of ongoing client relationships.

Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between assigned healthcare clients and internal teams including Product, Engineering, Support, and Sales

• Build strong relationships with key stakeholders within laboratories, clinics, and healthcare organizations

• Develop a deep understanding of each client’s operational workflows, laboratory processes, and business goals

• Conduct regular check-ins, operational reviews, and strategic discussions to ensure continued client success

Client Success & Product Adoption

• Guide clients through onboarding and ensure successful implementation of the platform

• Monitor client usage, engagement, and satisfaction to proactively identify risks or opportunities

• Promote best practices to ensure clients fully leverage system capabilities

• Coordinate product training, documentation, and ongoing enablement

• Advocate for client needs internally and communicate opportunities for product enhancements

Escalation & Issue Management

• Own and manage client escalations from identification through resolution

• Maintain clear and consistent communication with both clients and internal stakeholders

• Coordinate cross-functional teams to address technical, operational, or integration-related issues

• Ensure clients remain informed, supported, and confident during high-priority situations

Cross-Functional Collaboration

• Translate client needs, workflows, and feedback into clear internal action items

• Collaborate closely with Product and Engineering teams regarding system improvements or integration requirements

• Partner with Sales and Support teams to ensure a seamless and positive client experience

• Maintain accurate client records, communications, and action plans in internal systems

Qualifications

• 2–5+ years of experience in Client Success, Account Management, Customer Support, or similar client-facing roles within a software or SaaS environment

• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical stakeholders

• Experience managing multiple client relationships and priorities simultaneously

• Proven ability to handle client escalations with professionalism and empathy

• Strong organizational and problem-solving abilities

• Comfortable working cross-functionally in a fast-paced environment

• Ability to remain calm, structured, and solution-focused during high-pressure situations

Preferred Qualifications

• Experience working in clinical, laboratory, or healthcare environments

• Familiarity with HL7 and ASTM integration standards

• Experience supporting healthcare software, laboratory systems, or medical platforms

• Understanding of clinical workflows, lab operations, or healthcare data exchange

What Success Looks Like

• Clients feel confident, supported, and successful using the platform

• Software implementations and integrations are smooth and efficient

• Escalations are handled quickly with transparent communication

• Strong collaboration between internal teams and clients

• High client retention and long-term partnership growth

How We Work

• Customer outcomes come first

• Clear, respectful communication

• Ownership and accountability

• Collaborative problem-solving

Growth & Compensation Philosophy

• Market-competitive compensation

• Opportunities for professional growth and expanded responsibilities

• Comprehensive benefits package