Senior Client Success Manager

Sharecare

Manage ongoing relationships with clients to increase retention and identify upsell opportunities. Oversee Client Success Managers and ensure effective collaboration to support clients' needs.

Posted 5/16/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager.
Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell opportunities and to lead streamlined internal teams to support clients and customers.
Oversee daily operations and performance of client success managers.
Act as main point of contact for CSMs to support client inquiries, concerns, and feedback.
Identify opportunities with CSMs to expand the client’s use of service.
Participate in creating of goals, and track progress throughout the year with team.
Ensure team is staying on track to meeting goal for all implementations.
Manage portfolio requirements set by Director of CSM.
Handle escalated internal/external complaints or complex issues.
Ensure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path is being utilized.
Work with internal teams to streamline process and develop strategies to prevent similar issues from arising in the future.
Responsible for coaching, training, and developing team members.
Facilitate team training sessions and support career development.
Identify opportunities to enhance processes and improve service efficiency.

Requirements

What you’ll need

Bachelor’s degree required.
At least 5-7 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business
Experience with cloud SaaS based solutions or web applications
Strong communication skills and the ability to speak and write professionally to clients.
Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred
Demonstrated consultative sales and client relationship management abilities
Excellent time management, organization, and planning skills are essential
Able to set priorities, influence others, and manage customer expectations
Demonstrated success in customer relationship management
Experience using standard MS Office tools
Strong interpersonal and quantitative skills
Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise
Strong understanding of business SaaS business strategies
Ability to travel as business needs require.

Benefits

Comp & perks

Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client relationship managementproject managementconsultative salescloud SaaS solutionsweb applicationsproblem-solvingtime managementorganizational skillsplanning skillsbusiness SaaS strategies

Soft Skills

strong communication skillsinterpersonal skillsability to influence othersindependent judgmentdecision makingability to set prioritiescustomer expectation managementcoachingtrainingcareer development support

Certifications

Bachelor's degree