Associate Client Success Manager
New
J
JobgetherHealthcare Technology
Based in the United StatesFull-TimeEntry
Salary$75,000–$100,000
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Job Details
- Required Skills
- Microsoft ExcelCustomer SuccessSaaSTechnical support
Requirements
- Previous experience working in an outpatient physical therapy clinic is required, with a strong understanding of clinical and administrative rehabilitation workflows.
- A clinical background and/or licensed rehabilitation therapist experience is strongly preferred.
- Experience working with electronic medical record (EMR) systems and a strong interest in healthcare technology.
- Strong technical aptitude and the ability to quickly learn, navigate, and troubleshoot multiple software platforms.
- Advanced proficiency in Microsoft Excel and confidence working with technology in live customer-facing environments.
- Excellent written and verbal communication skills, with the ability to explain technical or workflow concepts clearly to different audiences.
- A genuine passion for learning software and helping customers use technology effectively.
- Strong motivation, adaptability, and resilience when working in a fast-paced environment that may occasionally require work outside standard hours.
- A growth-oriented mindset and willingness to take on increasing responsibility as the team and customer base expand.
- Medical billing experience or education and previous B2B SaaS experience are valuable additional qualifications.
Responsibilities
- Build trusted, long-term relationships with clients by serving as a strategic, responsive, and supportive partner throughout their customer journey.
- Support client onboarding and help rehabilitation teams understand and implement software workflows effectively.
- Deliver product training, lead question-and-answer webinars, and educate clinical managers and staff on features and best practices.
- Develop deep knowledge of the product portfolio and respond effectively to customer questions through the designated support channel.
- Identify opportunities to improve product adoption and communicate the value of premium features and offerings that can benefit clients, staff, and patients.
- Partner with customers experiencing potential downgrades or churn to understand their concerns, demonstrate product value, and support retention efforts.
- Collaborate with support teams on escalated tickets, providing workflow expertise and helping resolve customer-specific issues.
- Delegate questions and issues to Client Experience, Billing Success, and Customer Success teams when appropriate.
- Monitor customer needs and collaborate with colleagues and management to identify and implement improvements to the client experience.
- Progress from an associate-level position into full Client Success Manager responsibilities as onboarding and development milestones are completed.
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