Position Summary
The Account Manager (Member Results Partner) is a strategic account manager who is responsible for owning the full client lifecycle, from onboarding through long-term growth and retention. This role goes beyond traditional client service by acting as a proactive growth partner, ensuring clients achieve measurable business results while identifying expansion opportunities.
This role will combine consultative relationship management, performance coaching, and
revenue growth ownership to drive client success, retention, and ascension to higher value
services.
Key Objectives
• Deliver measurable client results within the first 90 days
• Drive client retention
• Contribute to $2M+ annual upsell growth through trainings, events, and program
advancement
• Ensure 100% onboarding completion and engagement
• Position clients for long-term success and advancement (e.g., Coaching programs)
Core Responsibilities
1. Client Ownership & Relationship Management
• Own a portfolio of clients from onboarding through their full lifecycle
• Serve as the point of contact
• Build strong relationships with doctors and key decision-makers
• Maintain a proactive communication cadence, always scheduling the next interaction
• Provide access while maintaining structured check-ins.
2. Strategic Onboarding & First 90 Days
• Lead a comprehensive onboarding process to set clients up for success
• Establish baseline metrics, goals, and success milestones
• Ensure early engagement in training, certification, and events
• Track and monitor client progress, engagement, and results during the first 90 days
• Identify and close onboarding gaps to accelerate time-to-value
3. Results-Driven Account Management
• Lead every interaction with a clear outcome and growth objective
• Analyze client data to identify performance trends and opportunities
• Guide clients toward the next best step in their journey
• Focus on results over activity, ensuring measurable ROI
4. Growth & Revenue Expansion
• Identify and drive opportunities for:
- Additional trainings
- Event participation
- Program upgrades
- Coaching ascension
• Position solutions based on client goals and performance data
• Educate clients on the value and ROI of continued investment
• Contribute directly to upsell and expansion targets
5. Client Engagement & Retention
• Proactively manage at-risk clients (low engagement, missed metrics, etc.)
• Reinforce value by demonstrating measurable results and impact
• Handle cancellations with a results-based retention approach
6. Cross-Functional Collaboration
• Partner closely with:
- Sales (client goals, expectations, and onboarding insights)
- Trainers (pre- and post-training alignment)
- Marketing (campaign awareness and engagement)
- Coaching teams (client progression and readiness)
• Ensure seamless communication and alignment across the client journey
7. Data, Insights & Systems
• Track and manage client performance metrics, including:
- New patient numbers
- Revenue/collections
- Engagement levels
- Certification progress
• Utilize systems to monitor results and identify trends
• Advocate for scalable systems that improve visibility into client success
Key Performance Indicators (KPIs)
• Client Retention: 98%+
• Onboarding Completion: 100%
• Client Results Achievement (90-day benchmarks)
• Revenue Growth: Upsells, upgrades, and event participation
• Client Engagement Scores
• Coaching Ascension Rates
Qualifications
• 2+ years in account management, client success, or consultative sales
• Strong client-facing experience with a results-oriented mindset
• Experience managing multiple accounts and priorities
• Proficiency with CRM systems (e.g., NetSuite) and Microsoft Office
• Ability to analyze data and translate insights into action