US Client Success Manager

The Client Success Manager (CSM) is entrusted with owning the long-term success, retention, and expansion of MedTrainer's client accounts. This role functions as a consultative partner, translating the client's business goals into an adoption plan and value realization. You will drive proactive communications and touch-points, manage risk across your clients, and act as the client's advocate, ensuring the MedTrainer platform is aligned with the client's operational and financial initiatives. Success is measured by Net Revenue Retention (NRR) (growth and retention of our clients), ROI delivery, NPS (satisfaction), and the strength of client relationships.

What You’ll Do

• Client Engagement & Relationships: Build and maintain strong client relationships to understand goals and support successful platform adoption.
• Project & Adoption Support: Support onboarding follow-ups, monitor usage and engagement, and help clients adopt key features.
• Value & Health Tracking: Track client value and health indicators, using data to proactively address risks and concerns.
• Issue Resolution & Collaboration: Act as a point of contact for client issues, escalating and coordinating with internal teams as needed.
• Client Feedback Advocacy: Share client feedback internally to help improve the product.
• Renewals & Growth Support: Support renewals by documenting value and help identify upsell opportunities in collaboration with Sales.