Manager, Client Success

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $85k - $116k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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POS Professional Office Services, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1970

🏥 Healthcare

📣 Marketing

🤝 B2B

Healthcare • Marketing • B2B

POS Professional Office Services, Inc. is a provider of marketing, print and patient-communication solutions for healthcare practices. The company offers brand-consistent print collateral and web-to-print online print management for multi-location organizations, patient payment and statement services (claiming up to 25% higher collections), appointment reminders and messaging, surveys and online reputation management, and mailings/non-profit communications. POS positions itself as a B2B partner to medical practices to streamline collections, maintain brand consistency across patient touchpoints, and improve patient engagement and operational workflow.

📋 Description

• Lead, coach, and develop Client Success Managers, including onboarding, training, and performance management • Set engagement standards, account ownership expectations, and proactive client-management practices • Own retention, GRR, NRR, product adoption, and account-expansion results • Build churn-reduction, retention, customer-health, risk-intervention, segmentation, and engagement processes • Report retention risk, account health, adoption, expansion opportunities, and team performance to leadership • Deliver account reviews, success plans, utilization analysis, and executive engagement for strategic accounts • Drive adoption of paper statements, digital statements, online payments, and other services • Partner with Product Management on customer feedback, adoption barriers, product insights, launches, and training • Coordinate across Client Success, Implementation, Technical Support, Sales, Product Management, and leadership • Serve as escalation point for complex or high-impact customer situations • Evaluate and implement customer-success platforms, automation, and AI tools • Personally manage an initial portfolio of 20–30 strategic accounts, then transition routine ownership to the team

🎯 Requirements

• Bachelor's degree or equivalent professional experience • Experience leading or mentoring Client Success, Account Management, or customer lifecycle teams • Background in SaaS, healthcare technology, fintech, payments, or enterprise software preferred • Proven results improving customer retention, product adoption, and account growth • Experience building customer segmentation, health scoring, lifecycle processes, or data-driven account management programs • Strong analytical skills and ability to turn customer and product data into priorities and action • Excellent communication, presentation, and executive relationship skills • Experience managing customer escalations and complex client relationships • Proficiency with CRM systems, customer success platforms, reporting tools, web-based software, Microsoft Excel, and Microsoft Word • Comfort using automation and AI tools • Strong leadership, problem-solving, organizational, and cross-functional collaboration skills • EOE/Drug Screen/Background Check required • E-verify employer

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