Client Success Manager - Institutions; Remote

Salary Range

The expected base salary range for this position is $89,400-$125,000. This salary range may vary based on the candidate’s qualifications, experience, skills, education, and geographic location.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Flexible PTO
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

The Client Success Manager serves in a critical role as the dedicated client-facing, post-sale point of contact for an assigned portfolio of strategic accounts. The Client Success Manager acts as the principal liaison between the client, the company, and the Operations team to drive account satisfaction, retention, and organic growth. This position is accountable for cultivating and managing strong relationships with our key clients, ensuring the delivery of tailored solutions and facilitating cross-functional alignment.

The Client Success Manager proactively engages with clients to recognize evolving business needs, deliver value‑added insights, identify cross‑selling opportunities, and align expectations based on internal capability/capacity and compliance and regulatory requirements. By coordinating service delivery and orchestrating resources across departments, the Client Success Manager safeguards client success and positions the organization as a trusted advisor and long‑term partner.

• Serve as the primary relationship manager for assigned clients, ensuring consistent communication and responsiveness.
• Translate client goals into actionable initiatives and coordinate cross-functional execution. Develop and execute client success plans aligned with strategic performance metrics.
• Ensure proactive engagement and strategic relationship management, measurable by meeting or exceeding KPIs, such as weekly proactive personalized outreach efforts and strategic touchpoints, focused same client/new study contacts generation, hosting relationship building calls, providing educational insights and industry trends, and maintaining a client health score and net promoter scores.
• Track and report on KPI metrics regularly, using data to inform strategy and continuously improve the client experience. Maintain accurate records of client interactions, feedback, and performance data.
• Manage and oversee the activities of the Strategic Partnership Advisor and serve as a mentor to facilitate their career growth.
• Collaborate closely with the assigned Strategic Partnership Advisor to align client service strategies with broader partnership goals, ensuring seamless communication and unified support across all client touchpoints.
• Coordinate client engagement plans and escalations with the Strategic Partnership Advisor, leveraging shared insights to proactively address client needs, drive satisfaction, and support long‑term retention and growth.
• Identify and document issues that would affect the client’s relationship with WCG.
• Identify opportunities for account expansion and renewal strategies in partnership or to support Business Development and Strategic Alliance team members, including promoting other WCG solutions and services, when appropriate.
• Collaborate closely with Business Development, Client Care, and Operations to ensure client solutions are delivered in an accurate and timely manner.
• Inform clients of any major changes to processes and procedures.
• Employ or arrange training for clients for a clear understanding of submission processes and electronic portal usage.
• Instruct clients in the operations process flow from preparation of submission materials for board review through outcome documents being sent to clients and client sites.
• Responsible for creating, preparing, and managing internal and external reports. Create specialized reports as needed, follow up on incomplete reports, and provide supplemental information as required by Operations Staff.
• Participat…