Implementation Manager

Client Success Manager
Location: Miami, FL or Chicago, IL 
About eMed
eMed is a digital health leader powered by its Empathetic AI™ Population Health Platform. We partner with employers, governments, unions, and payers to deliver innovative solutions that improve health outcomes and reduce healthcare costs. Our GLP-1 weight management program combines at-home diagnostics with telehealth services to identify, onboard, and support patients — driving sustained outcomes through continuous care and adherence support.

Job Summary
We are looking for a client-obsessed Client Success Manager to join our growing Client Success team. This role is responsible for managing a portfolio of eMed’s B2B clients, providing white-glove service and proactive support to ensure client satisfaction, retention, and growth. As a key point of contact, you will work cross-functionally to implement client programs, track performance, and deliver measurable outcomes that reinforce eMed’s value as a strategic partner.

Essential Duties & Responsibilities

• Serve as the primary day-to-day contact for assigned clients, delivering high-touch, concierge-level service.
• Own the full client lifecycle, including onboarding, implementation, performance monitoring, expansion, and renewal support.
• Act as a trusted advisor to clients by understanding their goals, business drivers, and success metrics.
• Coordinate across internal teams (e.g., Clinical, Operations, Marketing, Product) to ensure timely delivery and execution of client initiatives.
• Proactively identify and resolve client issues, anticipating needs and providing strategic recommendations.
• Deliver regular performance reports, dashboards, and data-driven insights that demonstrate ROI and program impact.
• Support the Client Success leadership team with strategic planning, client growth opportunities, and account health metrics.
• Ensure timely and accurate documentation of all client interactions, feedback, and milestones within CRM systems (e.g., Salesforce).
• Participate in client QBRs, presentations, and check-ins as needed.
• Stay current on eMed products, services, and industry trends to best support client needs.
• Leverage AI-powered tools to streamline reporting, automate routine workflows, and free up time for higher-value client engagement.

• Ability to manage multiple clients and priorities in a fast-paced, high-growth environment.
• Strong communication, relationship-building, and project management skills.
• High attention to detail, responsiveness, and problem-solving ability.
• Experience with CRM tools (e.g., Salesforce), client reporting, and account health tracking. 

• Bachelor’s degree in Business, Communications, Health Administration or related field (or equivalent experience).
• 3–5 years of experience in account management, client success, or partner services, preferably in healthcare, benefits, or similar.

• Proficiency with CRM systems (e.g., Salesforce) and standard productivity tools (Microsoft Office, Google Workspace).
• Excellent verbal and written communication skills, with the ability to engage and influence executive stakeholders.

• Familiarity with healthcare regulations (HIPAA), interoperability standards, and payer/provider ecosystems.
• Experience using AI tools to improve efficiency, reporting, or client deliverables
• Project management certification or training (e.g., Six Sigma, PMP, or Agile).
• Experience with BI tools or working with large datasets.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with Company Match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Catered breakfast and lunch daily, snacks
• Wellness Resources

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