Client Success Manager

Overview

The Client Success Manager (CSM) at First Health Advisory plays a key role in supporting the company's Client Success program by facilitating client onboarding and offboarding processes, overseeing relationships both internally and with clients, and managing communications and tracking progress to ensure program delivery and strong client partnerships. The CSM collaborates across multiple units including sales, marketing, and operations to uphold First Health's strategic goals.

Key Responsibilities

• Keep standardized dashboards updated to provide real-time visibility into client perceptions throughout the service lifecycle.
• Elevate client issues to appropriate business unit leaders, sales teams, or senior executives for resolution.
• Collect regular feedback from clients and colleagues to drive continual enhancement of deliverables and processes.
• Develop and manage project plans and schedules, identify critical paths, mitigate risks, and enforce adherence to delivery methodologies and timelines.
• Engage in strategic account planning and collaborate with delivery teams to ensure flawless service execution.
• Maintain and nurture ongoing client relationships, identifying opportunities to enhance client experiences and internal procedures.
• Support execution of client success strategies, including celebrating client achievements.
• Align strategic action plans for each client with First Health’s overarching objectives and goals.
• Facilitate smooth transitions of clients from sales to delivery teams.
• Participate in quality assurance activities and project reviews to maintain high standards of client service.
• Serve as an advocate and liaison for clients, ensuring continuous communication and guidance to maximize relationship value and outcomes.
• Collaborate with sales for renewals, upsells, and cross-sell prospects by identifying potential growth opportunities.
• Provide insights and feedback from clients to internal teams, representing client interests throughout the organization.
• Drive timely resolution of service issues through escalation, root cause analysis, and coordination of corrective actions.
• Work towards ensuring high client satisfaction and reputation as a trusted partner.
• Manage client satisfaction surveys and feedback loops to continuously improve client experiences.
• Assist with maintaining sales CRM data accuracy and entries in Salesforce.

Required Qualifications

• Bachelor’s degree in a related discipline or equivalent work experience.
• Minimum of 3 years’ experience in client success, relationship management, or program management, preferably in service delivery or people-focused roles.
• Proven ability to engage with stakeholders across all organizational levels.
• Excellent organizational and presentation capabilities.
• Experience managing complex or enterprise-level accounts.
• Strong judgment skills with a commitment to confidentiality.
• Detail-oriented with advanced problem-solving aptitude.
• Proficient with Microsoft Office and experienced using Salesforce and other CRM platforms such as Klient or ShareFile.
• Capable of collaborating effectively within well-functioning teams.
• Exceptional client-facing skills with the ability to establish trust and strong relationships.
• Capacity to comprehend business drivers and formulate detailed plans that deliver value swiftly.
• Ability to juggle multiple clients and projects across different business units while engaging diverse stakeholders.
• Strategic thinker who is innovative and possesses strong interpersonal, written, and presentation skills.