Job Description

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.

Qualifications

Experience : Experience in client service or related client-support roles.

Soft Skills

• Strong communication skills (verbal, written, and presentations).
• Client-centric mindset with strong relationship-building and active listening.
• Ability to manage multiple priorities in a fast-paced environment.
• Analytical, proactive problem-solving approach.
• Strategic thinker able to align client goals with business objectives.

Technical Skills

• Strong analytical skills to interpret client data and metrics (e.g., NPS, usage).
• Ability to quickly learn and adapt to new software tools.

Education : Bachelor’s degree in a related field preferred, but not required.

Additional Information

Work Location

We preferably look for candidates based in Kansas to support a hybrid role. If you’re not located there, please feel free to apply anyway so we can review your profile and explore potential remote options with you.

If you’re passionate about building strong customer relationships and driving long-term success in a SaaS environment, we’d love to hear from you.

Please submit your resume in English to be considered.