Client Success Manager - Clinical (Remote - Philippines)
StratifyIQ
Clinical Client Success Manager
The Clinical Client Success Manager (CSM) serves as the primary relationship manager between healthcare clients and internal teams. This role ensures that laboratory and clinical partners successfully implement, adopt, and maximize the value of the company’s software solutions.
The Clinical CSM acts as a trusted advisor to clients, translating operational and technical needs into actionable collaboration with Product, Engineering, and Support teams. The role also ensures seamless communication, proactive issue resolution, and long-term client success within a healthcare and laboratory environment.
Success in this role is measured by client satisfaction, successful software adoption, retention, and the strength of ongoing client relationships.
Key Responsibilities
Client Relationship Management
Serve as the primary liaison between assigned healthcare clients and internal teams including Product, Engineering, Support, and Sales
Build strong relationships with key stakeholders within laboratories, clinics, and healthcare organizations
Develop a deep understanding of each client’s operational workflows, laboratory processes, and business goals
Conduct regular check-ins, operational reviews, and strategic discussions to ensure continued client success
Client Success & Product Adoption
Guide clients through onboarding and ensure successful implementation of the platform
Monitor client usage, engagement, and satisfaction to proactively identify risks or opportunities
Promote best practices to ensure clients fully leverage system capabilities
Coordinate product training, documentation, and ongoing enablement
Advocate for client needs internally and communicate opportunities for product enhancements
Escalation & Issue Management
Own and manage client escalations from identification through resolution
Maintain clear and consistent communication with both clients and internal stakeholders
Coordinate cross-functional teams to address technical, operational, or integration-related issues
Ensure clients remain informed, supported, and confident during high-priority situations
Cross-Functional Collaboration
Translate client needs, workflows, and feedback into clear internal action items
Collaborate closely with Product and Engineering teams regarding system improvements or integration requirements
Partner with Sales and Support teams to ensure a seamless and positive client experience
Maintain accurate client records, communications, and action plans in internal systems
Qualifications
2–5+ years of experience in Client Success, Account Management, Customer Support, or similar client-facing roles within a software or SaaS environment
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical stakeholders
Experience managing multiple client relationships and priorities simultaneously
Proven ability to handle client escalations with professionalism and empathy
Strong organizational and problem-solving abilities
Comfortable working cross-functionally in a fast-paced environment
Ability to remain calm, structured, and solution-focused during high-pressure situations
Preferred Qualifications
Experience working in clinical, laboratory, or healthcare environments
Familiarity with HL7 and ASTM integration standards
Experience supporting healthcare software, laboratory systems, or medical platforms
Understanding of clinical workflows, lab operations, or healthcare data exchange
What Success Looks Like
Clients feel confident, supported, and successful using the platform
Software implementations and integrations are smooth and efficient
Escalations are handled quickly with transparent communication
Strong collaboration between internal teams and clients
High client retention and long-term partnership growth
How We Work
Customer outcomes come first
Clear, respectful communication
Ownership and accountability
Collaborative problem-solving
Growth & Compensation Philosophy
Market-competitive compensation
Opportunities for professional growth and expanded responsibilities
Comprehensive benefits package
1600 - 2000 $
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