Location: Remote
Department: Customer Success / Account Management
Reports To: Senior VP of Sales
About the Role:
We are seeking a dynamic, client-focused Account Manager – Product Adoption to serve as the primary liaison between Careficient and our customers. This role is responsible for managing ongoing relationships, driving product utilization, and ensuring our clients receive maximum value from our platform. The ideal candidate combines a deep understanding of account management best practices with a passion for enabling clients to successfully adopt new features, tools, and workflows.
Key Responsibilities:
Client Relationship Management
- Serve as the day-to-day point of contact for assigned client accounts
- Build trusted advisor relationships that result in high client satisfaction and retention
- Conduct regular account check-ins, quarterly business reviews, and strategic planning sessions
Product Adoption & Enablement
- Proactively identify opportunities for clients to better leverage the Careficient platform
- Develop customized adoption plans to increase usage of underutilized features
- Partner with implementation, support, and training teams to streamline onboarding and change management
- Analyze client usage patterns and workflows to uncover barriers to adoption
Retention & Growth
- Monitor account health, identify risks, and create action plans to drive retention
- Collaborate with sales on upsell and renewal opportunities
- Maintain detailed documentation of client goals, use cases, and success metrics
Cross-Functional Collaboration
- Act as a voice of the customer, sharing feedback with product, support, and leadership teams
- Participate in internal roadmap reviews and client prioritization conversations
- Assist in the rollout of new product features and ensure clear communication to clients
Qualifications:
- 3+ years of experience in account management, customer success, or product adoption
- Experience working in healthcare technology, EMR platforms, or SaaS strongly preferred
- Proven ability to manage multiple clients and competing priorities
- Excellent communication, presentation, and problem-solving skills
- Data-driven mindset with a focus on outcomes and measurable impact
- Experience with CRM tools (e.g., HubSpot, Salesforce) and customer success platforms
Preferred Traits:
- Highly collaborative and organized
- Naturally curious and customer-obsessed
- Comfortable in a fast-paced, evolving environment
- Passionate about helping clients succeed through technology