Enterprise Client Success Manager (B2B SaaS)
$90,000–$120,000 year
Remote
Job Summary
Drive customer satisfaction, retention, and expansion among enterprise clients by building long-term relationships and ensuring optimal product adoption. Own the onboarding and go-live experience, coordinating timelines and readiness activities to support smooth practice transitions. Serve as the primary point of contact for C-suite leaders, providing consultative guidance, best practices, and empathetic listening to address issues and present upsell opportunities. Monitor adoption trends and provider feedback to identify risks and expansion opportunities, then translate usage data into actionable insights for clinical and front-office performance. Lead client success reviews, facilitate cross-functional collaboration with sales and product teams, and guide configuration decisions that balance standardization with customization. Work outside normal hours as needed to support high expectations, travel up to 20% for client meetings, and maintain deep expertise in outpatient therapy workflows and Prompt's platform offerings.
Required Qualifications
- Highly motivated to work in an extremely fast paced role where you will need to work outside normal working hours to support your customers as appropriate
- Proficient in resolving customer concerns, addressing dissatisfied clients, and turning potentially negative interactions into positive ones
- Skilled at identifying customer needs and presenting beneficial upsell opportunities
- Ability to work independently with minimal supervision
- Ability to travel up to 20% for client meetings or events
- Exceptional communication and interpersonal skills, with a demonstrated ability to build and maintain relationships through all levels of an organization
- Ability to understand corporate structures, identify key decision makers, and build direct relationships with those individuals
- Negotiation and influencing skills, with the ability to operate effectively through influence and collaboration rather than formal authority
- A team player, growth-oriented mindset
- Proficient in, or ability to learn business intelligence (BI) and advanced reporting software and capabilities
- Highly Proficient in MS Excel
- Very strong technical skills operating various software patforms, understanding and learning software must be a passion of yours
- Be tech savvy and comfortable working in a live setting with various softwares
- Strong working knowledge of outpatient therapy front office workflows, including eligibility, scheduling, intake, and collections
- Must be able to obtain their current employer's explicit consent if hired from a Prompt Customer
Desired Qualifications
- Preferred: Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinics
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