Client Success Manager

Description

As a Client Success Manager at hc1, you are the primary architect of the long-term relationship between hc1 and our Health System and clinical laboratory partners. Your number one goal is Client Retention. You will act as a strategic advisor, ensuring that clinical and business executives realize the full potential of our SaaS solutions and consulting services to drive measurable ROI.

What You’ll Do

Strategic Relationship Management

• Multi-Tier Engagement: Build and nurture deep-rooted relationships across your assigned accounts, ranging from C-Suite executives (CMOs, Chief Quality Officers) to laboratory directors and administrative managers
• Alignment: Lead the "Alignment" phase of the client journey by establishing a clear Definition of Success and identifying key resources needed for a meaningful partnership
• Account Planning: Develop and execute comprehensive account strategies to improve engagement and satisfaction, ensuring hc1 remains essential to the client’s long-term business strategy

Operational Excellence & Review Cadence

• Quarterly Business Reviews (QBRs): Own the executive-level QBR process. You will prepare and present structured reports on adoption, performance against SLAs, and—most importantly—demonstrated clinical and financial ROI
• Monthly Operational Reviews: Facilitate regular touchpoints with software users to ensure day-to-day system effectiveness, review AI-powered care gap alerts, and drive feature adoption
• Internal Account Stewardship: Manage monthly internal reviews of your client portfolio to update leadership on account health, potential risks, and strategic opportunities

Product Advocacy & Growth

• The Feedback Loop: Serve as the "Voice of the Customer," gathering feedback via QBRs, CSAT, and NPS surveys to influence the hc1 product roadmap
• Upsells & Renewals: Proactively identify expansion opportunities where hc1’s Ops IQ, Source IQ, or Clinical IQ platforms can solve emerging client challenges. You will partner with the Growth/Sales team to ensure seamless contract renewals
• Training & Enablement: Ensure high platform "stickiness" by coordinating training for new users via the hc1 Academy and rolling out new functionality

Data-Driven Account Management

• Client Universe CRM: Maintain real-time accuracy of client data, contract details, and health status (Red/Yellow/Green) within our proprietary CRM, Client Universe
• Value Delivery: Use data to prove outcomes such as 30–50% reductions in unnecessary blood transfusions and 40% improvements in care gap closure rates

Requirements

What you bring:

• Experience: 5+ years in a SaaS Client Success or Account Management role, preferably within the healthcare, health-tech, or laboratory diagnostic space
• Domain Expertise: A strong understanding of hospital lab operations, healthcare clinical workflows, and the financial drivers of US Health Systems
• Executive Presence: Proven ability to command a room of clinical executives and translate complex data into a compelling "ROI story"
• Technical Proficiency: Comfortable navigating complex data environments and using CRM tools (like Client Universe) to track KPIs and account health
• Proactive Mindset: You don’t wait for a support ticket to reach out; you anticipate client needs and identify risks before they impact retention

Core Success Metrics

• Net Revenue Retention: Your primary measure of success
• Client Health Score: Maintaining positive "Green" status across your portfolio in Client Universe
• Product Adoption: High usage rates across key features of the hc1 IQ Platform
• CSAT/NPS: Direct feedback from your executive and administrative sponsors