Client Success Manager

Falcon Recruitment; Howell Township (NJ); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Full benefits package

PTO

Professional growth

Advancement opportunities

Job summary

Falcon Recruitment in Howell, NJ is seeking a Client Success Manager to oversee healthcare accounts and manage offshore delivery teams. This client-facing role ensures service delivery meets expectations and builds strong stakeholder relationships.

You will monitor performance metrics, identify risks, and drive retention and growth through proactive account stewardship and cross-functional collaboration. The position offers a base salary of $80,000-$90,000, full benefits, PTO, and opportunities

Qualifications

• 2+ years of experience in account management, client success, customer service management, or a related client-facing leadership role
• BPO experience within a healthcare environment is required
• Experience managing client relationships with professional stakeholders
• Experience leading or supporting distributed or offshore teams is strongly preferred
• Proven ability to identify client risks, retention concerns, and opportunities for account growth
• Strong analytical skills to interpret performance metrics and drive solutions
• Excellent written and verbal communication and client-facing presentation skills
• Ability to balance multiple clients, projects, and priorities
• Proficiency with Microsoft Office and CRM systems; QuickBase is a plus
• Willingness to work full-time in-office in Howell, NJ

Responsibilities

• Serve as the primary day-to-day contact for assigned healthcare clients
• Manage and support offshore teams delivering services in a healthcare environment
• Build relationships with client stakeholders and understand their operational needs and goals
• Monitor client satisfaction, service utilization, team performance, and account health
• Conduct regular performance audits and ensure service expectations are met
• Use metrics and data analytics to identify trends, risks, or opportunities for improvement
• Develop proactive strategies to address client concerns and improve retention
• Identify opportunities to expand services and deepen client relationships
• Lead client meetings, checkpoints, and strategic reviews
• Coordinate onboarding, training, and implementation for new clients and services
• Collaborate with operations, training, and leadership to address client needs
• Communicate client expectations to internal and offshore teams
• Mentor team members and improve processes and delivery
• Track outstanding issues and ensure follow-through to resolution
• Provide recommendations to improve services, processes, and client experience

Skills

Account management

Client success

Healthcare BPO

Offshore teams

Data analytics

Stakeholder management

Tools

CRM systems

Excel

Job description

Schedule: Full-Time, Monday-Friday, In-Office

Compensation: $80,000-$90,000 annually

Benefits: Full benefits package, PTO, and opportunities for professional growth and advancement

About the Role

Our client is a growing Business Process Outsourcing organization providing operational and support services to healthcare organizations. They are seeking an experienced Client Success Manager to join their team in Howell, NJ.

This is a highly visible, client-facing position responsible for managing healthcare accounts while overseeing the offshore teams supporting those clients. The Client Success Manager will serve as a trusted partner to client stakeholders, monitor service delivery and performance, identify risks and opportunities, and ensure internal teams consistently meet client expectations.

The ideal candidate combines healthcare BPO experience, account management, team leadership, and an analytical approach to client success.

Responsibilities

• Serve as the primary day-to-day point of contact for assigned healthcare clients
• Manage and support offshore teams providing services within a healthcare environment
• Build strong relationships with client stakeholders and develop a clear understanding of their operational needs and goals
• Monitor client satisfaction, service utilization, team performance, and overall account health
• Conduct regular performance audits and ensure internal teams are meeting established service expectations
• Use key metrics and data analytics to identify performance trends, client risks, disengagement, or opportunities for improvement
• Develop proactive strategies to address client concerns and strengthen long-term retention
• Identify opportunities to expand services and deepen existing client relationships
• Lead client meetings, regular checkpoints, and strategic business reviews
• Coordinate onboarding, training, and implementation activities for new clients and services
• Work closely with healthcare professionals to clarify information and help ensure accurate documentation
• Partner cross-functionally with operations, training, and leadership teams to address client needs
• Communicate client expectations clearly to internal and offshore teams
• Mentor team members and help improve internal processes, workflows, and service delivery
• Track outstanding issues and ensure appropriate follow-through through resolution
• Provide recommendations to management regarding opportunities to improve services, processes, and the overall client experience

Qualifications

• 2+ years of experience in account management, client success, customer service management, or a related client-facing leadership role
• BPO experience within a healthcare environment is required
• Experience managing client relationships and working directly with professional stakeholders
• Experience leading, managing, or supporting distributed or offshore teams strongly preferred
• Proven ability to identify client risks, retention concerns, and opportunities for account growth
• Strong analytical skills with the ability to interpret performance metrics and turn data into actionable solutions
• Strong sense of ownership and ability to independently drive issues toward resolution
• Excellent written and verbal communication skills
• Strong presentation and client-facing meeting skills
• Ability to balance multiple clients, projects, and competing priorities
• Collaborative mindset with the confidence to recommend process and service improvements
• Proficiency with Microsoft Office, including Excel, PowerPoint, Word, and Outlook
• Experience with CRM or account-management systems; QuickBase experience is a plus
• Ability to work full-time in-office in Howell, NJ

What We're Looking For

The strongest candidate will be comfortable operating between clients, internal leadership, and offshore delivery teams.

This person should be proactive rather than reactive. When performance begins to trend in the wrong direction or a client raises a concern, the Client Success Manager will be expected to understand the issue, analyze the available information, develop an action plan, and coordinate the appropriate resources to resolve it.

Just as importantly, this role is about building relationships. The successful candidate will understand the client's business, anticipate their needs, and establish the trust necessary to support both client retention and account growth.

This position offers a base salary of $80,000-$90,000, depending on experience and qualifications.

The organization also offers:

• Paid time off
• Opportunities for professional development
• Opportunities for long-term growth and advancement within the organization