Client Success Manager

Client Success Manager - Healthcare BPOLocation: Howell, NJSchedule: Full-Time, Monday-Friday, In-OfficeCompensation: $80,000-$90,000 annuallyBenefits: Full benefits package, PTO, and opportunities for professional growth and advancementAbout the RoleOur client is a growing Business Process Outsourcing organization providing operational and support services to healthcare organizations. They are seeking an experienced Client Success Manager to join their team in Howell, NJ.This is a highly visible, client-facing position responsible for managing healthcare accounts while overseeing the offshore teams supporting those clients. The Client Success Manager will serve as a trusted partner to client stakeholders, monitor service delivery and performance, identify risks and opportunities, and ensure internal teams consistently meet client expectations.The ideal candidate combines healthcare BPO experience, account management, team leadership, and an analytical approach to client success.ResponsibilitiesServe as the primary day-to-day point of contact for assigned healthcare clientsManage and support offshore teams providing services within a healthcare environmentBuild strong relationships with client stakeholders and develop a clear understanding of their operational needs and goalsMonitor client satisfaction, service utilization, team performance, and overall account healthConduct regular performance audits and ensure internal teams are meeting established service expectationsUse key metrics and data analytics to identify performance trends, client risks, disengagement, or opportunities for improvementDevelop proactive strategies to address client concerns and strengthen long-term retentionIdentify opportunities to expand services and deepen existing client relationshipsLead client meetings, regular checkpoints, and strategic business reviewsCoordinate onboarding, training, and implementation activities for new clients and servicesWork closely with healthcare professionals to clarify information and help ensure accurate documentationPartner cross-functionally with operations, training, and leadership teams to address client needsCommunicate client expectations clearly to internal and offshore teamsMentor team members and help improve internal processes, workflows, and service deliveryTrack outstanding issues and ensure appropriate follow-through through resolutionProvide recommendations to management regarding opportunities to improve services, processes, and the overall client experienceQualifications2+ years of experience in account management, client success, customer service management, or a related client-facing leadership roleBPO experience within a healthcare environment is requiredExperience managing client relationships and working directly with professional stakeholdersExperience leading, managing, or supporting distributed or offshore teams strongly preferredProven ability to identify client risks, retention concerns, and opportunities for account growthStrong analytical skills with the ability to interpret performance metrics and turn data into actionable solutionsStrong sense of ownership and ability to independently drive issues toward resolutionExcellent written and verbal communication skillsStrong presentation and client-facing meeting skillsAbility to balance multiple clients, projects, and competing prioritiesCollaborative mindset with the confidence to recommend process and service improvementsProficiency with Microsoft Office, including Excel, PowerPoint, Word, and OutlookExperience with CRM or account-management systems; QuickBase experience is a plusAbility to work full-time in-office in Howell, NJWhat We're Looking ForThe strongest candidate will be comfortable operating between clients, internal leadership, and offshore delivery teams.This person should be proactive rather than reactive. When performance begins to trend in the wrong direction or a client raises a concern, the Client Success Manager will be expected to understand the issue, analyze the available information, develop an action plan, and coordinate the appropriate resources to resolve it.Just as importantly, this role is about building relationships. The successful candidate will understand the client's business, anticipate their needs, and establish the trust necessary to support both client retention and account growth.Compensation & BenefitsThis position offers a base salary of $80,000-$90,000, depending on experience and qualifications.The organization also offers:Comprehensive benefits packagePaid time offFull-time, stable employmentOpportunities for professional developmentOpportunities for long-term growth and advancement within the organizationEqual Opportunity Employer (EOE).