Client Services Manager

Job Overview
The Client Success Manager (CSM) is responsible for ensuring a seamless client experience, from initial case intake through ongoing engagement, while driving adoption, retention, and revenue growth. This role sits at the intersection of Sales, Operations, and Marketing—overseeing case onboarding, leading targeted outreach and education initiatives, and proactively managing client relationships. By leveraging data on client usage, feedback, and other account trends, the CSM identifies opportunities to expand engagement, mitigate attrition, and optimize overall effectiveness.

Responsibilities
Case Intake Management

Oversee new case onboarding, including case setup in the client management system, expert assignment, confirmation, and handoff to the operations team, with engagement of Sales as needed.

Identify opportunities for client penetration, adoption, and revenue growth by applying a sales lens to client interactions.

Assist in training new Sales personnel on case information requirements to enhance client relationships.

Identify opportunities to improve all aspects of case efficiency and delight clients in all interactions.

Plan and execute email campaigns, analyze results, compare results with previous campaigns, and provide recommendations for improvements.

Work with the Director of Business Development and the Business Development Managers to create, execute, monitor, and refine company-wide and territory-specific marketing campaigns.

Execute email follow ups with existing clients to encourage referrals and sharing AccuMed products and pricing information with colleagues.

Conduct ongoing follow-ups with established clients to promote product education and continued engagement.

Client Education & Relationship Management

Manage onboarding and ongoing engagement for Enterprise clients, ensuring a seamless experience and full adoption.

Set up and deliver education engagements:

Lunch and learns, presentations, and individual meetings.

Create and deliver educational materials to enhance account penetration.

Client Usage Data Tracking

Track and utilize client data to provide recommendations on product and program changes (account-level pricing adjustments, structural program changes, program pricing model changes, etc.).

Develop and manage a client program to more effectively develop messaging around product impact.

Establish and refine data sources and analytics for client usage.

Identify accounts and contacts for whom proactive outreach is needed, determine ownership of action items (CSM, Business Development Manager, Expert, Director of Business Development, etc.), and monitor completion for accountability.

Bridge knowledge and process gaps across Sales and Operations to streamline collaboration through the creation and implementation of process docs.

Collect and report on client feedback to inform product development, pricing adjustments, and process improvements.

Support accurate and consistent invoicing to clients

Additional duties may be assigned, as needed.

Skills and Qualifications (not limited to)

Bachelor's degree in Business, Communications, Marketing, or a related field.

3-5 years of experience in client services, account management, project management, or customer success.

Proven experience managing client relationships in a professional services or B2B environment.

Demonstrated ability to work with cross-functional teams and manage client-facing workflows.

Experience handling escalations, resolving complex client issues, and improving retention.

Experience preparing client communications, presentations and marketing collateral.

Ability to work independently, manage time effectively, and thrive in a target-driven environment.

We Offer

Health, Vision, Dental, Ancillary Insurance

401k with matching

Cell phone contribution of $75/month

PTO (15 days/year to start)

Company holidays

Summer Friday Office Hours

Professional development and training opportunities

A dynamic and supportive work environment

Compensation
$60,000 - $75,000 annual salary

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