Client Success Manager (US Market)

Role Purpose

Own the post-sales customer lifecycle for assigned US accounts, ensuring successful onboarding, rapid adoption, measurable business outcomes, revenue retention, expansion opportunities, and timely collections.

This is a farming role, not a support role. Success is measured by customer retention, customer growth, product adoption, implementation excellence, and cash realization.

Key Responsibilities

1. Customer Onboarding Ownership

• Act as the single point of contact from contract signature through go-live.
• Lead end-to-end onboarding, implementation planning, training, stakeholder alignment, and execution.
• Coordinate across functions to ensure successful deployment.
• Track milestones, identify risks, and proactively remove implementation blockers.

2. Adoption & Customer Success

• Drive product adoption across clinics and customer stakeholders.
• Conduct regular business reviews (30/60/90D) to demonstrate value realization and ROI.
• Monitor customer health, usage metrics, engagement levels, and operational outcomes.
• Develop and execute account success plans to maximize customer outcomes.
• Actively reduce churn risk through early intervention and stakeholder engagement.

3. Account Growth (Farming)

• Build trusted relationships with decision-makers, administrators, and key stakeholders.
• Create account growth plans aligned with customer objectives and business goals.

4. Revenue Realization & Collections

• Own invoice tracking, payment follow-ups, and collections for assigned accounts.
• Resolve commercial, operational, or contractual issues impacting payments.
• Maintain strong forecasting of renewal status, receivables, and expansion revenue.

5. Executive Relationship Management

• Serve as the voice of the customer internally.
• Escalate risks early with clear mitigation plans.
• Build executive-level relationships that improve retention and customer advocacy.
• Drive customer references, case studies, testimonials, and success stories.

Success Metrics

The role will be measured on:

• Customer Retention %
• Net Revenue Retention (NRR)
• Customer Adoption & Engagement
• Time to Go-Live
• Onboarding Completion Rate
• Expansion Revenue
• Renewal Rate
• Collection Efficiency / DSO
• Customer Satisfaction (CSAT/NPS)
• Referenceable Customers Created

Ideal Candidate

• MBA in Marketing with 5-10 years of experience in Customer Success, Account Management, Client Services, or Customer Growth roles.
• Experience managing US customers in a SaaS, Healthcare, HealthTech, Digital Health, or Technology environment.
• Proven track record of managing enterprise and mid-market accounts.
• Strong commercial orientation with ability to drive renewals, expansions, and collections.
• Excellent stakeholder management and executive communication skills.
• Highly organized with strong project management capabilities.
• Comfortable working in a fast-growing startup or scale-up environment.

• Key mindset: Own the customer. Own the outcome. Own the revenue.