Customer Success Manager

Customer Success Manager (Senior Level)

Team Schedule: 7AM - 4pm / 8AM - 5PM / 9AM - 6PM PST

About the Company

The company is a physician-owned organization that bridges the medical and legal systems by connecting attorneys, insurers, HR teams, and agencies with qualified medical experts for evaluations, record reviews, and expert testimony. With a national network of physicians across multiple specialties, the company supports clients in resolving cases efficiently while minimizing administrative complexity.

Position Overview

We are seeking a Senior Customer Success Manager to lead the final stage of the sales journey by ensuring new clients transition seamlessly into active partnerships. This role is responsible for managing onboarding communications, guiding clients through processes and expectations, and delivering a high-touch experience that builds confidence and trust from day one.

The position requires strong executive presence, exceptional communication skills, and experience engaging with senior professionals including physicians, legal stakeholders, and corporate leadership. The ideal candidate has experience working within healthcare, pharmaceutical, or physician-facing environments.

Key Responsibilities

Lead the onboarding phase for new clients, ensuring a smooth transition from sales to active engagement

Conduct onboarding meetings via Zoom with professionals, physicians, and executive stakeholders, addressing questions and setting expectations

Build and maintain strong relationships while serving as the primary point of contact during onboarding

Coordinate internally to capture client requirements, track progress, and ensure accurate execution

Document onboarding details, identify issues proactively, and contribute to continuous improvement of onboarding processes

Qualifications

Required

Senior-level experience in account management, client onboarding, or client success

Proven experience interacting with executive-level stakeholders and professionals

Exceptional verbal and written communication skills

Strong meeting facilitation and presentation ability (Zoom or virtual platforms)

Ability to manage multiple onboarding projects simultaneously

Preferred

Experience working with physicians, healthcare organizations, or pharmaceutical environments

Familiarity with medicolegal, healthcare services, or professional services industries

CRM or onboarding workflow management experience

Strong problem-solving and relationship-building skills