Client Success Manager

Description

At VisualDx, we help clinicians make faster, more confident diagnoses, and our Client Success Managers make sure customers get the full value of that promise. Once a contract is signed, you become the go-to partner for your accounts, from onboarding and training end users to leading business reviews with executive sponsors. You’ll dig into account data and industry trends to spot what each site needs before they ask, build growth plans with our leadership team, and work side by side with Sales to uncover new ways to expand. If you love building relationships, thrive on turning insight into action, and want to see your work make a real difference in healthcare, we’d love to meet you.

Responsibilities

Implementation

• Partners with the sales, business development, and implementation team members to lead post-sales activity for implementing new accounts and sites.
• Works in tandem with implementation team and documents all relevant activity in ClientSuccess (the CRM).
• Owns end-user training and onboarding.

Growth Strategy

• Partners with VisualDx senior management team to develop and implement a site-specific growth strategy that leads to increased awareness of the VisualDx value proposition among account decision makers, education/awareness contacts, and end users.
• Works to proactively understand the customer’s processes, procedures, and clinical/educational needs. Incorporates this knowledge into all contacts with them.
• Demonstrates successful sales attributes including resiliency, persistence, adaptability, results-driven, engaging others, teamwork, and perseverance in the face of competitive pressure or conflict.
• Employs effective presentation skills in a variety of settings, via various media.

Renewals and Retention

• Owns the renewal process for assigned accounts, monitors account health indicators, and proactively mitigates risk of non-renewal.
• Conducts periodic business reviews with account stakeholders and maintains relationships with executive sponsors and decision makers.

Customer Support

• Captures and relays customer feedback and feature requests to product team.
• Ensures resolution for any account/customer issues that arise, and that the customer expectations are achieved.
• Conducts day-to-day client success management activities including meaningful phone and email contacts per the communications plan established with the customer.
• Maintains current records and all account contact activities such as phone calls, virtual meetings, emails, and adding proposals to ClientSuccess upon completion.

Internal Collaboration

• Publishes internal reports showing account performance as it relates to the strategy plan.
• Participates in cross-functional meetings and projects and provides insight from a user and account perspective.
• Provides regular internal updates related to ongoing opportunities, trends, and projects within their respective territory.

Compensation: The base salary range for this position is $69,000-$74,000, with on-target earnings (OTE) of up to $110,000. Final base salary will depend on experience and skills. VisualDx also offers excellent benefits including free medical and dental insurance, life insurance, paid time off and a 401(k).

VisualDX is hiring in Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Rhode Island, Texas, Utah and Virginia. Applicants must reside in one of these states to be hired. This role requires working during Eastern Time business hours.

Requirements

Essential Qualifications

• 2-year business-related degree (or related field) or equivalent experience.
• Comfortable presenting on camera for internal meetings as well as virtual client meetings, webinars, and training sessions.
• Proficiency with basic software applications, including MS Office, Zoom, and SharePoint.
• Excellent written, verbal, presentation and listening skills.
• Competent, initiative-taker with ability to work independently, problem solve, produce, and prioritize quality work, and communicate effectively with various stakeholders.
• Demonstrates strong time management skills, including the ability to prioritize multiple ongoing activities.
• Successful negotiation and conflict management skills resulting in win-win outcomes.
• Leverages approved AI tools to streamline account preparation, reporting and follow-up and shares effective practices with the team.

Preferred Qualifications

• BS/BA plus 2+ years of successful healthcare technology-driven solution sales experience.
• Minimum of 2 years’ experience managing healthcare technology accounts.
• Familiarity with Customer Success Platform (such as ClientSuccess) and/or CRM platform (such as Salesforce or similar).
• Demonstrated, hands-on use of AI tools (e.g., Claude, Microsoft Copilot, or AI features within CRM/CS platforms) to improve efficiency in client-facing work, such as preparing for meetings, summarizing account activity, drafting communications, and analyzing usage data and customer insights, while protecting customer data.
• Proven history of identifying opportunities for process improvements and driving those improvements to completion.
• Working knowledge HIPAA and healthcare data privacy.
• Possesses a working knowledge of hospital operations and technology and understands how customers make buying decisions.
• Understanding of technical concepts such as SSO integrations.

Physical Requirements

• Regularly required to talk or hear.
• Frequently required to use hands and fingers and reach with hands and arms.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Able to travel as needed.