Client Success Manager



October 18, 2022

Job Description

About Us
imaware™’s mission is to change the world of healthcare and at-home testing. There’s never been a more important time to help empower people to take control of and understand their health – all while pushing the boundaries of what ‘modern healthcare’ should really look like. We’re looking for people who will help us think bigger, challenge the status quo, and add to a collaborative mindset of continuous learning. We are obsessed with creating a seamless and simple experience to make sure that our patients are well cared for, no matter where our products meet them in their journey. imaware™ team members all have a shared passion for answering tough questions in the pursuit of helping our customers, and one another.

Our team has adapted to a hybrid work environment, and work collaboratively both in our Austin office and from home. Despite many of our team members being in different locations and time zones, we’re putting in the effort to make sure that our people are connected, cared for, and supported so we can all participate in building a culture that stems from a shared purpose.

About the Role
imaware™ is seeking a skilled Client Success Manager (CSM) to join our Client Success team. As a member of the Customer Experience (CX) organization, this role requires a passion for exceeding client expectations, collaborative thinking, and creative problem solving. This position demands someone who possesses effortless interpersonal communication, coupled with an uncanny ability to anticipate and solve our client’s business needs. You will be highly visible in the organization, working cross-functionally with the broader CX team as well as with members of sales, marketing, and product, as a true voice of the customer to successfully deliver on our B2B sales strategy and marketing promises. Your broad range of responsibilities will include:

  • ● Own the client relationship in full, anticipating customer needs through a deep understanding of their business goals, and exceeding client expectations by offering imaware™ product and services solutions
  • ● Work closely with the Product and Sales teams to launch, manage, and scale partnerships
  • ● Proactively drive weekly/monthly/quarterly business reviews with partners to discuss performance and report on KPIs including Net Promoter Score, Customer Retention Rate, Monthly Recurring Revenue, Client Lifetime Value, etc.
  • ● Work with Data & Finance counterparts to build business models and perform analyses to understand trends, provide actionable insights, and track success to ensure we are driving towards the best possible outcome

Minimum Requirements

  • ● 3-5 years of professional experience in customer-facing roles as an independent owner and manager of numerous client relationships
  • ● Finely tuned prioritization and organizational skills, with a track record of handling multiple tasks simultaneously, maintaining focus, and adapting to a variety of challenges and tight timelines
  • ● Excellent written and verbal communication skills, particularly in detailing processes and procedures, while successfully managing expectations of various internal and external teams
  • ● Ability to make thoughtful, actionable recommendations under minimal structure and direction, and quickly build consensus with internal and external stakeholders

Preferred Qualifications

  • ● Experience working in a startup environment and contributing to early process creation
  • ● Experience and/or extensive knowledge of health, fitness, or wellness industries