Customer Success Manager

POSITION SUMMARY

The Client Success Manager (CSM) is responsible for ensuring clients achieve their desired business outcomes through strategic, proactive engagement with Vendor's products and services. This role focuses on building trusted, long-term client relationships by deeply understanding client goals, aligning product value to strategic objectives, and serving as a key liaison between the client and Vendor. The CSM is accountable for driving client satisfaction, improving Net Promoter Score (NPS), and fostering long-term client loyalty by proactively addressing risks, creating Client Action Plans, and ensuring a positive overall client experience.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Develop and maintain strong, consultative relationships with key client stakeholders, gaining a deep understanding of their strategic business goals, challenges, and success criteria.
• Serve as a strategic advisor to clients by aligning Vendor's products and services to client objectives and guiding clients toward best practices that maximize value and outcomes.
• Support client renewals by participating in strategic renewal discussions, reinforcing value realization, and collaborating with Sales and other internal teams throughout the renewal process. Identify and qualify upsell opportunities through ongoing client conversations and usage insights, partnering with Sales to advance opportunities without owning the full upsell lifecycle.
• Proactively engage clients through regular, structured touchpoints, including strategic business reviews, to assess progress, surface risks, and ensure continued alignment with client goals. Deliver insights and updates to clients on product enhancements, roadmap direction, and relevant analytics related to performance and value realization. Monitor client health indicators, including satisfaction and product adoption, and proactively address potential risks to retention.
• Lead efforts to improve Net Promoter Score (NPS) by identifying drivers of negative client experiences and developing, executing, and tracking Client Action Plans to address concerns and improve outcomes.
• Communicate the value of being a reference to all clients, convincing them to share their success stories with potential ZeOmega clients. Increase the number of reference clients.
• Discuss product knowledge with the key client stakeholders, helping them understand how ZeOmega's products can be instrumental in achieving their vision.
• Identify gaps in product knowledge or adoption and recommend appropriate resources or services, such as training or enablement, to increase client success Act as the primary point of coordination between clients and internal teams, including Sales, Implementation, Support, Product, and Training, to ensure timely resolution of issues and alignment on client needs. Maintain a Strategic Client Success Plan for assigned accounts, focusing on client outcomes, satisfaction, retention, and growth opportunities. Document all client interactions, strategies, risks, and action plans thoroughly in CRM and other applications, ensuring accurate and up-to-date account information. .

SKILLS & ABILITIES

Education: Bachelor's Degree or equivalent work experience.

Experience: 8+ years of Customer/Client Success or Account Management/Client Relations. Understanding of health plan operations or experience with care management systems required. Clinical or technical background preferred. Ability to understand complex workflows and systems. Must be able to manage multiple key clients.

US Health care domain experience is must.

The job requirement is working in US timing/ shifts (mandatory).

Computer Skills

Microsoft Office Suite - Word, Excel, Power Point, SharePoint

Customer Relationship Management (CRM) – experience with at least one CRM i.e. Salesforce, Zoho, Microsoft Dynamics

Other Requirements:

• Enthusiastic relationship builder.
• Able to multitask, organize and prioritize within a fast paced, rigorous environment.
• Able to think strategically and analyze information that achieves results.
• Results-oriented with strong sense of initiative and urgency.
• Flexible, objective and professional.
• Capable of communicating effectively with a variety of personality styles.
• Travel required – average 30%