Sr. Client Success Manager

About Intelliguard:

Intelliguard protects patients and hospitals by creating a continuously improving environment of safety around every medication decision through an advanced data platform, interoperable software architecture, and RFID-powered station and cabinets. Ours is a global, data-first company that delivers clinical, supply chain, and regulatory solutions to ensure safety and positive outcomes from supplier to patient.

We continue to expand our product lines and deploy groundbreaking solutions that enable safety across the healthcare supply chain. Join our team of engineers, developers, pharmacy professionals, quality control experts, and commercial team associates as we drive toward breakthroughs every day.

Ours is a history we’re proud of. And our future is one we look forward to. Come join us!

About The Role:

The Sr. Client Success Manager (CSM) will focus on establishing long-term, trusted relationships with Intelliguard clients. They will be responsible for ensuring the adoption, satisfaction, and ongoing success of Intelliguard solutions, while identifying opportunities for upselling and cross selling. This role plays a key part in driving revenue growth, retention, and client advocacy.

The Sr. CSM will develop and execute customer success strategies, ensuring that clients maximize the value of their partnership with Intelliguard. This individual will work proactively with cross-functional teams to drive account health, enhance engagement, and advocate for clients at the executive level.

What You'll Be Doing:

• Client Relationship Management: 
• • Develop and maintain strong, long-term relationships with key clients and executive stakeholders. 
  • Serve as the executive sponsor for high-value strategic accounts, ensuring high-level client satisfaction and engagement.
  • Act as a trusted advisor to clients, understanding their needs and ensuring that Intelliguard delivers impactful solutions. 
• Client Success Strategy & Operations: 
• • Lead the development and execution of the customer success strategies, ensuring clients derive maximum value from the company's products/services and aligning with business objectives.  
  • Implement best-in-class tools and technologies (e.g., CRM, CS platforms) to enable data-driven decision-making and customer success operations and track customer engagement, health scores, and success milestones. 
  • Ensure consistent and effective use of customer success platforms (e.g., CRM, CS tools) to track customer engagement, health scores, and success milestones. 
• Business Growth & Retention: 
• • Identify opportunities for upselling, cross-selling, and expanding client relationships, working closely with the sales team to drive revenue growth. 
  • Analyze client data to spot trends, uncover risks, and develop action plans to improve client retention and loyalty. 
  • Drive the development of service level agreements (SLAs) and ensure they are met or exceeded. 
  • Develop and track customer product usage goals to maximize adoption and long-term value. 
  • Advocate for clients internally, influencing product development and service enhancements. 
• Client Feedback & Continuous Improvement: 
• • Lead client feedback initiatives (surveys, interviews, etc.) and translate client insights into actionable business improvements. 
  • Ensure that customer satisfaction data is collected, analyzed, and acted upon in a timely manner to improve service offerings and processes.
  • Collaborate with sales, product, and support teams to drive continuous service enhancements. 
  • Regularly update clients on new functionality and how it impacts their business. 
• Training, Onboarding & Account Management: 
• • Conduct regular virtual and in-person client visits to assess satisfaction and gather feedback. 
  • Coordinate and host semi-annual business reviews with key accounts to ensure alignment