Client Success Manager

Remote U.S.  (designated states)

This position is fully remote and may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX. 

Department: Client Success 

Reports To: VP of Client Success 

We are currently seeking an exceptional Client Success Manager ("CSM") to join our team.

The CSM is responsible for account retention, product adoption and net revenue retention of our client base throughout the client’s journey. They will work alongside clients and other Raintree departments to ensure our products and services are delivered successfully, utilized, and meet client expectations. This position helps develop and maintain departmental processes and KPIs designed to deliver world class implementation, consulting, and support to enable clients to achieve the fastest possible time to maximum value realization.

Duties and Responsibilities:

• Build and maintain strong relationships within assigned accounts, serve as their primary point of contact.  Achieve a consultative value based Trusted Advisor relationship by maintaining complete command and control of all of the clients’ key initiatives and areas of concern.  Directly responsible for managing client concerns to resolution by working with any needed parties in Raintree. 
• Work closely with other Raintree teams to ensure a consistently positive client experience by providing oversight and management for client complaints and concerns and seek to improve the client experience.
• Ensure that the product roadmap benefits from as much of the voice of the client as possible, especially as it pertains to delivering world-class implementation capabilities.
• Work with the management team as needed to ensure appropriate visibility/prioritization of client concerns so that resolution can be achieved.
• Ensure the successful design, implementation, and management of QBRs for Enterprise Clients.
  • Weekly meetings with assigned clients (~20)
  • Monthly health checks 
  • Quarterly Business Reviews
  • Semi-annual NPS collection from key stakeholders
• Collaborate with the sales and marketing team on account strategy and identify opportunities to upsell services and products.  Drive sales efforts by conducting presentations.
• Conceptualize, champion and lead department and company initiatives around improving processes and strategy that ultimately serve greater client retention.
• Assist external departmental personnel in strategically critical issues as the need arises.

Position Proficiencies and Requirements:

• Bachelor's degree in Business Administration, Management or Accounting with a technology-related minor is desired.
• 4+ years related experience, including:
  • Software implementation and/or consulting services
  • Managing client engagements that involve both large and enterprise scale SaaS clients
  • Managing key client relationships for enterprise scale SaaS clients with complex requirements
  • Working with third party technology partners on collaborative implementation plans
• Implementation and/or Consulting leadership experience within the healthcare vertical
• Knowledge of Electronic Medical Record, Patient Engagement, Medical Billing, and Business Information & Analytics systems.

Competencies to Drive Success:

• Ability to think outside of the box.
• Must keep track of, analyze, and find solutions to complex concerns that are often found in disjointed data.
• Able to assess the biggest problems and prioritize to impact the most clients in a positive way.
• Must be the client’s advocate, ready to go to bat to tackle whatever tasks are needed internally.
• Ability to communicate clearly and directly while staying organized.  
• Must be able to truly understand the client’s pain and come up with the best solutions.
• Really listen to clients, care about their experiences, and convey that you care.
• Must be a driven self-starter with ability to work independently in a fully remote position.

Our Core Values

We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible

We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

Our Perks

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave

About Raintree Systems​

Raintree is the preeminent platform for enterprise and mid-sized therapy provider organizations. Our award-winning solutions in patient engagement and communications, clinical documentation, revenue cycle management (RCM), and business intelligence are tailored to the needs of physical therapy, occupational therapy, speech therapy, and ABA practices across all treatment settings.

Our Core Values

We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible

We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.