About the Position
Inflo Health is seeking a highly motivated and experienced Client Success Manager to join our growing team. This individual will play a critical role in ensuring the successful implementation and ongoing satisfaction of clients using our platform.
As a trusted advisor, you will work closely with clients to understand their current clinical, operational, and administrative workflow gaps, align program objectives to platform capabilities, determine and realize target performance metrics, drive change management, and ensure long-term value delivery across clients. This role blends client engagement, account management, and strategic partnership to ensure retention, growth, and overall client success.
Responsibilities
- Account Management & Strategic Growth: Develop and nurture strong relationships with key stakeholders, serving as the primary point of contact to foster trust, satisfaction, and retention. Identify expansion opportunities and collaborate with sales and product teams to drive upsells and renewals.
- Client Onboarding & Implementation: Lead the onboarding process for new clients, ensuring seamless integration of our platform into their workflows. Provide training and best practices to optimize adoption and effectiveness.
- Ongoing Client Engagement & Support: Proactively monitor client usage and satisfaction, addressing concerns and identifying areas for improvement. Conduct regular check-ins, QBRs, and strategy sessions to ensure alignment with client goals.
- Cross-Functional Collaboration: Work closely with product, marketing, and sales teams to advocate for client needs and inform product enhancements. Provide feedback that helps shape the roadmap and user experience.
- Data-Driven Insights & Reporting: Analyze usage patterns and KPIs to identify trends, risks, and opportunities. Develop methods to measure product value and ROI, presenting insights to clients and internal stakeholders to drive strategic decision-making.
- Retention & Expansion Strategy: Develop and execute strategies to maximize client retention and satisfaction. Identify and mitigate churn risks while fostering long-term partnerships and growth opportunities.
- Clinical Workflow Leadership & Optimization: Lead clinical activities for clients by assessing current workflows and identifying areas for improvement. Develop optimized future-state workflows leveraging our technology and industry best practices to enhance patient care, operational efficiency, and compliance.
- Thought Leadership & Industry Expertise: Stay current on industry trends, regulations, and best practices to provide clients with informed guidance. Represent the company at industry events, conferences, and client forums as needed.
Qualifications
- Nursing degree (preferred but not required) with clinical experience or a case management background
- 5+ years of experience in client success, client engagement, or related roles within the tech/SaaS industry, preferably in healthcare
- Strong understanding of healthcare workflows, patient care processes, and clinical operations
- Experience in radiology follow-up workflows or lung navigation programs is highly desirable
- Familiarity with imaging-based patient tracking, incidental findings, or care coordination between radiology and referring providers is a plus
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
- Proven ability to manage multiple client accounts simultaneously while maintaining a high level of service
- Strong problem-solving skills and a solution-oriented mindset
- Ability to thrive in a fast-paced, growing startup environment
- Must be based in the Eastern or Central Time Zone and located near a major airport
- Willingness to travel up to 50%, including multiple overnight trips per month
Skills and Experience
- Familiarity with AI-driven healthcare solutions and their clinical applications
- Ability to translate complex technical concepts into simple, actionable guidance for clients
- Project management skills and experience working with implementation timelines
- Experience with Epic EHR is a strong bonus — familiarity with Epic workflows, integrations, or reporting tools will accelerate client onboarding and deepen your impact with hospital-based clients
- Proficiency or demonstrated experience with AI tools such as Claude is preferred; comfort leveraging AI to streamline workflows, synthesize information, and enhance client communication is a meaningful advantage in this role
- A passion for improving healthcare through technology
- Familiarity with AI-driven healthcare solutions and their clinical applications
- Ability to translate complex technical concepts into simple, actionable guidance for clients
- Project management skills and experience working with implementation timelines
- Experience with Epic EHR is a strong bonus — familiarity with Epic workflows, integrations, or reporting tools will accelerate client onboarding and deepen your impact with hospital-based clients
- Proficiency or demonstrated experience with AI tools such as Claude is preferred; comfort leveraging AI to streamline workflows, synthesize information, and enhance client communication is a meaningful advantage in this role
- A passion for improving healthcare through technology
How to Apply
Please submit your resume and a cover letter outlining your qualifications and interest in the position to careers@inflohealth.com.
Inflo Health is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
