Job Details

Sr Client Success Executive

Location: This position may work remotely anywhere in the United States of America with significant business travel to and from prospect/client sites and/or the Quantum Health home office in Dublin, OH.

Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost that's why we call ourselves Healthcare Warriors.

We're committed to building diverse and inclusive teams more than 2,000 of us and counting so if you're excited about this position, we encourage you to apply even if your experience doesn't match every requirement.

About the Role

The Sr Client Success Executive is responsible for ensuring clients achieve maximum value from the company's products or services, fostering long-term client satisfaction, and driving client retention and growth. The Sr CSE works closely with clients to understand their goals, ensure effective adoption, and identify opportunities for account expansion and business growth. This role involves day-to-day client management, proactive engagement to address client needs, and collaborating cross-functionally to drive success outcomes.

The ideal candidate will have a background in upper-mid customer relationship management with demonstrated success exceeding expectations maintaining and growing their book.

What You'll Do

• Client Value Realization: Work closely with clients to understand their business objectives and ensure the company's product or service delivers measurable value aligned with their goals.
• Client Relationship Management: Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels.
• Onboarding & Adoption: Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs.
• Client Growth & Upselling: Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue.
• Retention & Renewal Management: Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value.
• Client Health Monitoring: Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth.
• Strategic Account Planning: Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts.
• Performance Metrics & Reporting: Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. Regularly report progress and outcomes to both clients and internal stakeholders.
• Issue Resolution: Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
• Cross-functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey.
• Client Feedback & Product Improvement: Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.
• Other duties as assigned

What You'll Bring

• Education: Bachelor's degree in business or equivalent experience.
• 10+ years' related industry experience in consulting, sales, or other applicable area.
• Proven experience in client success, account management, or customer experience, with a focus on driving client outcomes and revenue growth.
• Strong relationship-building and communication skills, capable of working with a variety of client stakeholders, including executives.
• Experience in managing complex client accounts and coordinating across multiple departments.
• A results-driven mindset, with a focus on client retention, growth, and overall satisfaction.
• Proficiency with CRM systems and client success platforms.
• Analytical thinking and problem-solving skills to proactively address client challenges.
• Travel required as needed cyclical depending on client needs.
• Strong administrative/technical skills; comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values, and ethics, and to protecting the sensitive data entrusted to us.