Manager, Client Success

athenahealth, Inc.; Boston (MA); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Manager of Client Success to lead a dynamic team dedicated to enhancing client satisfaction and operational excellence. This pivotal role involves mentoring team members, overseeing digital advertising campaigns, and fostering strong client relationships. With a focus on continuous improvement, you will collaborate across departments to ensure timely campaign launches and drive client success. Join a collaborative culture that values innovation and professional growth, and take on meaningful work that makes a measurable difference in the healthcare landscape.

Benefits

Commuter support

Employee assistance programs

Tuition assistance

Collaborative workspaces

Flexible work-life balance

Hackathons

Book clubs

External speakers

Qualifications

• 4+ years in account management or client success in healthcare marketing.
• 2+ years of formal people management experience preferred.
• Strong knowledge of pharmaceutical advertising compliance.

Responsibilities

• Lead and mentor a team of Client Success members.
• Oversee digital advertising campaigns ensuring compliance.
• Support key client relationships and address escalations.

Skills

Account Management

Digital Media

Client Success

Communication Skills

Problem-Solving Skills

Data-Driven Approach

Education

Bachelor’s degree in Marketing

Bachelor’s degree in Business

Bachelor’s degree in Communications

Tools

MediaSpectrum

Google Ad Manager

Salesforce

Job description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Manager, Client Success

Role Summary:
Join epocrates as the Manager of Client Success, where you will lead a dynamic team of account managers and media execution specialists to enhance campaign quality and client satisfaction. This leadership role is crucial for scaling our operations and focuses on people leadership, operational execution, and client strategy. You will report to the Senior Manager, Business Transformation.

Team Summary:
The Client Success team at epocrates is dedicated to delivering exceptional digital advertising campaigns for pharmaceutical brands and agency partners, ensuring client satisfaction and operational excellence.

Essential Job Responsibilities:

• Lead, mentor, and coach a team of Client Success team members.

• Foster a positive, high-performing team culture focused on continuous improvement and client success.

• Oversee the delivery of digital advertising campaigns across various channels, ensuring compliance with industry standards.

• Support key client relationships by providing strategic guidance and addressing escalations as needed.

• Monitor team workload and manage resources to ensure timely campaign launches, accurate revenue recognition and forecasting aligning with company goals.

• Collaborate with Sales, Ad Operations, Data and Analytics, and Product teams to drive client and campaign success.

• Provide regular feedback to team members to promote continuous improvement.

• Conduct performance reviews and support career development for team members.

• Identify opportunities to improve processes and enhance execution efficiency.

Additional Job Responsibilities:

• Assist in identifying renewal and upsell opportunities with clients to support business growth.

• Stay informed on trends in pharmaceutical marketing and digital media, sharing insights with internal teams.

• Participate in cross-functional initiatives to improve overall client success.

Expected Education & Experience:

• Bachelor’s degree in Marketing, Business, Communications, or related field preferred; or equivalent experience.

• 4+ years of experience in account management, digital media, or client success within pharmaceutical advertising or healthcare marketing.

• 2+ years of formal people management experience preferred, but similar leadership experiences will be considered.

• Strong knowledge of pharmaceutical advertising compliance and MLR review processes.

• Experience with ad technology platforms such as MediaSpectrum, Google Ad Manager, Salesforce, or programmatic media tools.

• Excellent communication, relationship management, and problem-solving skills.

• A data-driven approach with the ability to track performance and identify improvement opportunities.

Why Join epocrates?

• Help build a new leadership layer and shape the future of our organization.

• Lead a team that works with top pharmaceutical brands and agencies to deliver high-impact campaigns.

• Be part of a collaborative culture that values innovation, ownership, and professional growth.

• Take on meaningful work that makes a measurable difference for our clients and our company.

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:

California: https://www.athenahealth.com/salary-range/ca-nontech-manager

Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager

New York: https://www.athenahealth.com/salary-range/ny-nontech-manager

Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager

About athenahealth

Here’s ourvision:To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices across the United States and India —plus numerous remote employees —all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story.athenahealth develops andimplements products and services that support US healthcare: It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talentedemployees — orathenistas, as we call ourselves — spark the innovation and passion needed to accomplishour goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where everyathenistafeels comfortable bringing theirbestselves to work.

Our size makes a difference, too: We are small enoughthatyourindividual contributionswill stand out— butlarge enoughto grow your career with ourresources and established business stability.

Giving back is integral to our culture. OurathenaGivesplatform strives tosupport food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’sCorporate Social Responsibility(CSR)program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborativeworkspaces— some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.

We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment,full-time. With consistent communication and digital collaboration tools, athenahealthenablesemployees to find a balance that feels fulfilling and productive for each individual situation.

athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us [e-mail] for assistance.

https://www.athenahealth.com/careers/equal-opportunity