Client Success Manager

Accountabilities:

• • Serve as the primary point of contact for hematology and oncology practices following onboarding, developing trusted and lasting provider relationships.
  • Lead proactive, data-informed engagement across a national portfolio of practices to increase provider activation, adoption, and utilization of available services.
  • Segment and prioritize practices based on opportunity, potential impact, practice characteristics, geographic factors, and patient population needs.
  • Coordinate with medical science, clinical operations, marketing, sales enablement, and patient and provider services teams to deliver a consistent and effective provider experience.
  • Partner with business leaders and sales strategists to identify high-value engagement opportunities and maximize strategic touchpoints.
  • Lead virtual and occasional in-person presentations for providers and care teams, facilitating implementation discussions and supporting integration of services into existing workflows.
  • Deliver a high-quality client experience that builds trust, strengthens satisfaction, and supports long-term partner success.
  • Capture and communicate provider needs, feedback, and insights to internal stakeholders to inform program improvements and broader organizational strategy.
  • Maintain accurate and timely account information, engagement activity, and documentation in Salesforce and other relevant platforms.
  • Use dashboards, engagement data, reporting tools, and performance metrics to prioritize outreach, evaluate results, and identify emerging trends.
  • Translate data into actionable recommendations and communicate insights to internal leaders and cross-functional stakeholders.
  • Support adoption of new processes, tools, resources, and engagement approaches designed to improve effectiveness and operational efficiency.
  • Lead implementation of program initiatives within assigned accounts in collaboration with internal partners.
  • Contribute to the continuous improvement of the engagement model by identifying best practices, optimizing processes, and developing scalable solutions.
  • Balance high-volume day-to-day account management with longer-term strategic priorities and measurable business and customer outcomes.

  Requirements:

  • Bachelor’s degree and at least 6 years of experience in healthcare-focused customer success, account management, relationship management, or a closely related field.
  • Strong understanding of healthcare systems and provider workflows, preferably within oncology, hematology, bone marrow transplantation, or cellular therapy.
  • Demonstrated success managing high-volume account portfolios and developing strategic relationships with healthcare professionals.
  • Experience engaging and influencing stakeholders across different levels of healthcare organizations.
  • Proficiency with CRM platforms such as Salesforce and data visualization or reporting platforms such as Looker.
  • Strong analytical capabilities, with the ability to interpret engagement and performance data and translate insights into practical actions.
  • Excellent communication, presentation, relationship-building, and influencing skills.
  • Ability to influence without direct authority and coordinate effectively across cross-functional teams.
  • Strong change management skills and the ability to navigate ambiguity while maintaining momentum and accountability.
  • Ability to balance responsive day-to-day customer support with long-term strategic objectives.
  • Comfortable presenting to both external healthcare providers and internal leadership audiences.
  • Highly independent, organized, adaptable, and proactive, with the ability to manage competing priorities across a large portfolio.
  • Willingness and ability to learn and adopt new engagement technologies, tools, and processes.
  • Experience in the bone marrow transplant or cellular therapy space is preferred.
  • Clinical or practice-facing experience focused on customer or provider engagement is an advantage.
  • Experience with account segmentation, high-volume portfolio prioritization, or scalable engagement models is a plus.

  Benefits:

  • Opportunity to contribute to initiatives designed to improve patient access to transplant consultation and care.
  • National scope with responsibility for a diverse portfolio of healthcare practices and provider relationships.
  • High level of autonomy and ownership over account strategy, engagement priorities, and measurable outcomes.
  • Opportunity to collaborate with medical, clinical, marketing, sales enablement, and patient and provider services professionals.
  • Exposure to healthcare customer success, change management, data-driven engagement, and scalable provider engagement strategies.
  • Opportunity to influence program development and contribute to continuous improvement initiatives.
  • Combination of remote engagement and occasional in-person provider interactions.
  • Meaningful opportunity to support healthcare providers and improve patient pathways toward transplant evaluation and care.