Client Success Manager, Implementation and Accounts

The Client Success Manager is responsible for the full client lifecycle, from contract execution through launch and ongoing account management. The role is the primary point of contact for an assigned client portfolio. It is accountable for timely launches, service quality, client retention and account growth.

The role reports to the Director of Operations

Tasks
Client Implementation

Lead the onboarding of new clients from contract execution through launch, including kickoff, documentation and timeline management.
Manage implementation workstreams across payment processing, pharmacy integration, platform configuration and clinical onboarding.
Prepare, submit and manage regulatory and certification applications, including LegitScript, and coordinate responses to reviewer inquiries.
Coordinate cross-functional teams in Engineering, Operations, Compliance and Clinical to meet launch milestones.
Account Management

Act as the primary point of contact for an assigned client portfolio and keep service levels consistent.
Maintain the accuracy of client pricing, product catalogs and commercial documentation.
Manage the resolution of client requests related to platform, payment and fulfillment matters.
Conduct monthly business reviews covering performance, patient volume, retention and growth opportunities.
Drive renewals, service expansion and portfolio retention.

Operations and Reporting

Maintain current status reporting for all assigned accounts.
Develop and maintain implementation standards, client communication protocols and onboarding documentation.
Oversee AI-assisted client support tools to ensure quality and appropriate escalation.
Requirements
Bachelor's degree or equivalent professional experience.
Two or more years of experience in customer success, implementation or account management within B2B software, healthcare or healthcare services.
Demonstrated ability to manage multiple concurrent client implementations against defined timelines.
Experience with regulatory, compliance or financial documentation, such as certifications, merchant underwriting, KYC, licensing or provider credentialing.
Strong written and verbal communication skills with senior client stakeholders.
Demonstrated accountability for client retention or renewal outcomes.
Proficiency with Slack, Asana or comparable project management platforms, CRM systems such as HubSpot, and Microsoft 365.
Availability to support clients across U.S. time zones.

Preferred Qualifications

Experience in telehealth, pharmacy, healthcare platforms or multi-site clinical organizations.
Familiarity with LegitScript certification, HIPAA, Business Associate Agreements or high-risk payment processing.