Aline

Customer Success Manager

• Act as the primary relationship manager for key healthcare clients (post sales), ensuring satisfaction and driving retention
• Serve as a trusted advisor, deeply understanding clients’ business objectives, challenges, and success metrics
• Develop and execute strategic plans to align client goals with company solutions and services
• Serve as primary advocate address and resolve escalated client concerns with urgency and transparency, ensuring high satisfaction levels
• Collaborate cross-functionally with internal teams (Product, Operations, Sales, and Implementation) to ensure seamless delivery and client success
• Initiate data analysis and interpretation for client accounts; identify areas of opportunity
• Monitor client utilization and engagement, proactively identifying and mitigating risks
• Track and analyze key performance indicators and targets to determine performance, and identify outliers or concerns
• Advocate for client needs internally to inform product roadmap, enhancements, and service improvements
• Lead regular check-ins and QBRs (Quarterly Business Reviews) with client leadership to ensure alignment and success
• Track and maintain ongoing client issues within internal/external ticketing systems
• Prepare and deliver executive level presentations for internal and external sessions
• Coordinate with the Growth team to identify expansion opportunities within existing clients
• Consolidate and report client feedback to our product team
• Other duties as required - we are a thriving, growing company so as a team we cover many areas

Client Success Executive