Client Success Manager-Healthcare SaaS

Department: Client Success

Reports To: Director of Client Success

Location: Franklin, TN

Founded in 2011, our client provides a consumer-facing, two-way mobile messaging platform that drives compliance, increases engagement, and enables real-time communication. Their cloud-based technology helps organizations streamline communication through automation, messaging, surveys, and client outreach across industries, including healthcare, HR, education, and more.

They are adding a Client Success Manager to support the firm.

Responsibilities:

• Own the client relationship end-to-end, from implementation through long-term success and retention
• Lead client onboarding and implementations from kickoff through go-live, ensuring alignment on goals, timelines, and success criteria
• Configure the platform based on client workflows, including integrations, data migration, campaign setup, and testing
• Deliver training sessions (live and recorded) and continuously enhance training materials based on client feedback and outcomes
• Serve as the primary point of contact post-implementation, managing ongoing client relationships and success initiatives
• Conduct regular client check-ins and success reviews, ensuring continued value realization and satisfaction
• Monitor client usage and adoption, identifying trends, gaps, and opportunities to improve engagement
• Provide data-driven insights and recommendations to internal teams to support retention, expansion, and long-term success
• Manage multiple client projects simultaneously, maintaining timelines, documentation, and clear communication
• Continuously evaluate and improve onboarding, training, and client success processes, bringing forward new ideas and best practices
• Act as a voice of the client internally, identifying trends, feedback, and opportunities to enhance the product and client experience

Qualifications:

• 3+ years of experience in SaaS implementation, client success, account management, or onboarding
• Proven ability to manage client relationships end-to-end, from onboarding through ongoing support
• Strong training and client enablement experience, including designing and delivering client-facing programs
• Ability to analyze usage/adoption data and translate insights into actionable recommendations
• Strong organizational and project management skills, with the ability to manage multiple clients simultaneously
• Experience leading client calls and managing stakeholder expectations
• Comfortable with technical concepts such as integrations, data imports, and system configurations
• Experience developing or improving onboarding materials, training programs, or internal documentation
• Familiarity with CRM or client success tools (e.g., Zoho, Grafana) preferred
• Experience in healthcare technology or regulated environments (HIPAA) is a plus

Compensation:

$75,000 base salary