Note: The job is a remote job and is open to candidates in USA. Mobile Health is a market leader in occupational health and employment-related screening services across the United States, using technology to improve how occupational health is delivered. The Customer Success Manager will build and maintain strong client relationships, lead onboarding and implementation, monitor account health and performance, resolve escalations, and drive customer satisfaction, retention, and growth.
Responsibilities
- Serve as the primary point of contact for assigned client accounts
- Lead client onboarding and implementation of compliance-focused health programs (e.g., DOT exams, drug and alcohol testing, vaccines, respirator fit testing, annual exams)
- Develop a deep understanding of each client’s goals, challenges, and workflows to ensure alignment with Mobile Health solutions
- Proactively monitor client health metrics, product utilization, and overall account performance, identifying opportunities for optimization, retention, and account growth
- Track, analyze, and report on key performance indicators (KPIs), including client retention rates for Plus and Premium clients, Net Promoter Score (NPS), and product utilization metrics
- Develop and execute account strategies to improve client engagement, increase product adoption, and drive long-term customer retention
- Partner with Growth and Product teams to support upsell/cross-sell opportunities and contribute to revenue growth initiatives
- Manage client escalations, ensuring swift resolution, proactive communication, and high levels of customer satisfaction
- Manage and mitigate risk to reduce churn and improve long-term client retention
- Conduct regular business reviews with clients to demonstrate value, ROI, KPI performance, and strategic recommendations
- Maintain accurate account records in CRM systems and prepare reports on client engagement, account performance, retention trends, and success metrics
- Advocate for clients and serve as the Voice of the Customer internally by sharing feedback and collaborating with Product, Operations, Support, and Sales teams
- Support continuous improvement initiatives by identifying process efficiencies and recommending enhancements to the customer experience
- Meet or exceed established customer success KPIs and departmental performance goals related to retention, NPS, and product adoption
- Other duties as assigned
Skills
- Strong verbal and written communication skills, with the ability to build trust and maintain collaborative relationships with clients, patients, and colleagues
- Strong relationship management and communication skills
- Proven ability to manage multiple accounts, prioritize, and problem-solve in a fast-paced environment
- Ability to behave in an honest, fair, and highly ethical manner. Shows consistency in words and actions
- Comfort with data analysis and presenting insights to clients
- Tech-savvy with experience using CRM and customer success tools (Salesforce, HubSpot, Gainsight, etc.)
- Mission-driven, with a passion for improving workplace health and safety
- Strong organizational skills with the ability to multitask and prioritize in a fast-paced, dynamic environment
- Active Listener, giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate
- Bachelor's degree in Business, Healthcare Administration, or related field (or equivalent experience)
- Three (3) + years of customer success, account management, or client-facing experience (healthcare, SaaS, or occupational health preferred)
- Ability to operate a keyboard and perform repetitive motion (keyboard), writing
- Ability to sit and/or stand for extended periods; reach, bend, lift up to ten (10) lbs
- Ability to express or exchange ideas to impart information to the public and to convey detailed instructions to staff accurately and quickly
- Must be able to travel outside the office and attend meetings during and after regular work hours
- Regular and reliable attendance is essential to perform this job satisfactorily
- Prior health services experience or basic understanding of health terminology a plus
Benefits
- 401(K)
- Professional Growth
- Flexible working arrangements
- Generous vacation policy
- Medical, Dental, Vison
Company Overview