Client Success Manager

Duties: The Client Success Manager is an integral member of Axiom Medical’s Client Success Department. This role is responsible for leading the Client Services team, overseeing the professional and efficient completion of customer service functions, supporting client issue resolution, and ensuring client feedback is communicated to the appropriate operational leaders. The Client Success Manager also performs additional duties and responsibilities as assigned by the Vice President of Revenue and Account Management.

Essential Functions:

The essential functions of the Manager are to:

• Maintain the ability to perform all Client Success Representative responsibilities, including managing client accounts as needed and providing coverage when team members are out of the office.
• Direct and coordinate Client Success Representative activities related to any product or service offered by Axiom Medical.
• Coordinate with Axiom Medical operational leaders to provide client feedback, escalate service needs, and support coordinated resolution of client concerns.
• Partner with the Implementation Department to provide Client Success Representative support during client onboarding, transitions, or other implementation-related needs.
• Review complaint findings, assess the nature and complexity of each complaint, and recommend appropriate responses to ensure timely and accurate resolution.
• Serve as the first point of escalation for Client Success Representatives when they need guidance, issue resolution support, or direction on client-related questions.
• Train, mentor, and support new Client Success Representatives and other designated staff to ensure consistent service delivery and adherence to department expectations.