Senior Client Success Manager

About the Role:

As a Senior Client Success Manager, you will help lead our client relationships and drive clients forward by owning the day-to-day health, adoption, and value realization of your accounts. Working alongside a VP/SVP of Strategic Accounts who owns the executive and commercial relationship, you will be the primary day-to-day partner for your clients, guiding them from launch to measurable outcomes and long-term value from Heartbeat’s offerings.

You will collaborate cross-functionally with Product, Operations, Clinical, and Engineering teams to turn client goals into scalable solutions. As a senior member of the Client Success team, you will model excellence, raise the bar for how the team works, and influence process and practice across the organization, without formal people management responsibilities.

Key Responsibilities

• Serve as the day-to-day lead and trusted advisor for your clients, managing questions, workflow support, and operational escalations with ownership and follow-through

• Drive adoption and activation, helping clients get the most from Heartbeat and move their programs forward

• Build clinical and operational buy-in with client stakeholders, and surface risks and opportunities early

• Lead client business reviews, performance discussions, and success planning to ensure goals are met and exceeded

• Partner closely with your VP/SVP of Strategic Accounts on renewal readiness, expansion identification, executive narratives, and issue resolution, while they lead commercial strategy and high-severity escalations

• Track and analyze key performance metrics to identify opportunities for workflow optimization and improved patient and client experiences

• Gather and synthesize client and product feedback to inform internal roadmaps and strategic initiatives

• Design and implement process improvements that increase efficiency, scalability, and client retention

• Act as a leader and role model within Client Success by sharing best practices, supporting teammates, and helping onboard new colleagues

• Contribute to departmental goals, planning, and capacity discussions to support company growth