Customer Success Manager

Job Description

Job Description

Benefits:

• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Customer Success Manager

Location: Royal Oak, Michigan (Onsite)
Experience: 5+ Years. 50% travel
Employment Type: Full-Time

About Sciometrix

At Sciometrix, our goal is to deliver the best-ever personalized care with utmost compassion enabling patients to lead healthier and happier lives. Our commitment to innovation in healthcare technology drives us to lead the way in Care Management, Digital Care Coordination, Value-Based Care, and Population Health. We envision a world where advanced technology and human compassion intersect seamlessly to deliver superior patient experiences and outcomes.

Our mission is to enhance the lives of patients by leveraging digital solutions that reduce hospital readmissions, improve health outcomes, and optimize the delivery of healthcare services. At the heart of our philosophy lies the belief that every patient deserves access to the highest quality of care, tailored to their individual needs. We strive to make this vision a reality by pioneering innovative solutions that prioritize patient well-being and provider efficiency. With Sciometrix, the future of healthcare is not just about treating illnesses; it's about empowering patients to live their best lives.

Job Summary

Sciometrix is seeking a proactive and customer-focused Customer Success Manager to build, strengthen, and manage long-term relationships with clients while supporting business growth and customer satisfaction. This role is responsible for client acquisition, account management, relationship building, retention strategies, and delivering exceptional customer experiences.

The ideal candidate will possess excellent communication and interpersonal skills, a consultative approach to client engagement, and the ability to work collaboratively across Sales, Customer Success, Operations, and Leadership teams. This role plays a critical part in ensuring customer satisfaction, driving account growth, and maintaining strong partnerships throughout the client lifecycle.

This is an onsite opportunity based in Royal Oak, Michigan .

What's in it for you?

Make a Meaningful Impact: Build lasting client relationships while supporting healthcare organizations that improve patient outcomes and care delivery.

Collaborative Work Environment: Partner with Sales, Customer Success, Operations, and Leadership to deliver exceptional customer experiences.

Career Growth Opportunities: Develop expertise in healthcare technology, client success, account management, and business development within a growing organization.

Work with Industry Leaders: Collaborate with healthcare providers, enterprise clients, and strategic partners across the healthcare ecosystem.

Comprehensive Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Wellness Programs

Competitive Compensation & Benefits:

• Competitive Salary
• Paid Time Off
• Professional Development Opportunities
• Employee Assistance Programs
• Collaborative and Supportive Workplace

Inclusive Workplace: Join a diverse and innovative team where every employee is valued, respected, and empowered to succeed.

Responsibilities

1. Client Relationship Management

• Build, develop, and maintain strong relationships with existing and prospective clients.
• Serve as a trusted advisor and primary point of contact for assigned accounts.
• Understand client needs and proactively identify opportunities to improve customer satisfaction.
• Foster long-term partnerships through consistent engagement and personalized service.

2. Client Acquisition

• Identify and engage prospective clients through networking, referrals, and business development initiatives.
• Support the sales process by building relationships with potential customers and understanding their business needs.
• Collaborate with Sales teams to convert prospects into long-term clients.
• Participate in client presentations, meetings, and onboarding activities.

3. Account Management

• Manage a portfolio of client accounts while ensuring high levels of customer satisfaction.
• Coordinate with internal teams to ensure timely delivery of products and services.
• Monitor account performance and identify opportunities for account growth.
• Resolve client concerns efficiently while maintaining strong customer relationships.

4. Client Retention

• Develop and implement client retention strategies to improve customer loyalty.
• Conduct regular business reviews and customer check-ins.
• Monitor customer feedback and satisfaction metrics.
• Proactively address concerns to minimize churn and strengthen long-term partnerships.

5. Client Communication

• Maintain regular communication with clients through meetings, calls, emails, and virtual sessions.
• Provide updates on products, services, enhancements, and organizational initiatives.
• Coordinate internal communication to ensure timely resolution of customer requests.
• Deliver exceptional customer service across all client interactions.

6. Cross-Functional Collaboration

• Partner with Sales, Customer Success, Operations, Marketing, and Leadership teams to deliver a seamless customer experience.
• Communicate client feedback and market insights to internal stakeholders.
• Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

7. Performance & Reporting

• Maintain accurate client records and account activities within CRM systems.
• Track client engagement, retention, renewals, and satisfaction metrics.
• Prepare account reports and relationship updates for leadership.
• Monitor KPIs related to customer success and account growth.

Qualifications

Required

• Bachelor's degree in Business Administration, Marketing, Communications, Healthcare Administration, or a related field.
• 5+ years of experience in Customer Relationship Management, Account Management, Client Success, Business Development, or Customer Service.
• Proven experience managing client relationships and driving customer retention.
• Strong interpersonal, negotiation, and relationship-building skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple client accounts in a fast-paced environment.
• Strong organizational, problem-solving, and time management skills.
• Proficiency with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar tools.
• Experience using Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).

Preferred Qualifications

• Experience in Healthcare, HealthTech, Healthcare SaaS, or B2B services.
• Experience supporting enterprise or strategic accounts.
• Knowledge of customer lifecycle management and account growth strategies.
• Familiarity with customer success metrics, retention strategies, and client engagement best practices.
• Experience collaborating with cross-functional teams in a customer-centric environment.

Key Skills

• Customer Relationship Management
• Client Acquisition
• Account Management
• Client Retention
• Customer Communication
• Business Development
• Customer Success
• Stakeholder Management
• Problem Solving
• Negotiation
• Relationship Building
• CRM Management
• Presentation Skills
• Cross-functional Collaboration
• Time Management
• Strategic Thinking

Equal Opportunity

Sciometrix is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, disability, gender identity, veteran status, and more.