Customer Success Manager

We are looking for Customer Success Manager (Healthcare) to join our team. As a member of the Operations team, the CSM will be responsible for building client loyalty and fostering long -term client relationships by ensuring that clients have an exceptional user experience.

About the Role

• Customer -Facing Functions: Support and participate in all team functions, including:
  

  • Managing meetings and workflows (legal, customer success, and recruitment communications).
    

  • Demonstrating proactive communication.
    

  • Identifying and resolving issues.
    

  • Recommending solutions.
    

  • Offering new services (where needed).
    

  • Providing technical support.
    

  • Analyzing and providing internal/external reporting on client accounts to increase retention.
    

• Data & Systems: 
  

• Maintain data entry and integrity.
  

• • Enter and update support systems like Zoho, Healthie, Analytics, Slack, etc.
    

• Client Management: 
  

• Manage with a sense of urgency as the client’s main point of contact.
  

• • Act as the internal client champion, expressing needs and expectations.
    

  • Manage expectations by aligning services with contract obligations and SLAs.
    

  • Create and manage Regular Business Review presentations and follow -up deliverables.
    

• Internal Collaboration: 
  

• Post client updates in Slack channels.
  

• • Work directly with Clinical Recruitment for recruiting needs.
    

  • Partner with Implementation, Clinical/Non -Clinical Patient Support, and Sales teams.
    

• Growth & Efficiency: 
  

• Identify expansion opportunities.
  

• • Build trust and develop a "trusted advisor" relationship with assigned accounts.
    

  • Improve team efficiency by creating optimum processes with technology and people.
    

• Other duties as assigned.
  

Requirements

• Experience: 2 -4 years of experience working with clients and/or within healthcare account/industry.
  

• Communication: 
  

• Must be C1 or C2 English Proficiency.
  

• • Excellent written and verbal communication skills.
    

  • Ability to construct effective communication via email or Slack with necessary context.
    

• Technical Skills: 
  

• Experience with Excel and basic data manipulation (Vlookups, Pivot Tables, charts/graphs).
  

• • Proven capacity to learn new technologies for maximum project success.
    

• Mindset & Work Style: 
  

• Ability to thrive in a rapidly changing, high -energy, high -expectations environment.
  

• • An energetic, mature, positive attitude that works well independently and with a team.
    

  • Proven track record of taking initiative.
    

  • Results -oriented and customer -focused mindset.
    

  • Ability to listen, absorb, and respond accordingly.
    

  • Ability to manage multiple projects and tasks while staying organized and efficient.
    

  • Ability to work 3x in -office at BGC on shifting work schedule